King County’s current IT service management system, Cherwell, will soon be replaced by a new system called Neurons. As part of the cutover, Cherwell will go offline at noon on Friday, Aug. 14, creating a temporary ticketing blackout from Aug. 14 through 16. During this time, employees will not be able to submit new tickets or view existing tickets online. The KCIT Helpdesk will remain available by phone during regular business hours, with after‑hours support continuing for urgent IT issues. Please call 206-263-HELP for assistance.

All tickets submitted before noon on Aug. 14 will be automatically moved into Neurons and will be available again when the new system launches at 6:30 a.m. on Monday, Aug. 17. A video tutorial and FAQs are now available to help employees get familiar with the new Neurons system before the launch.

KCIT processes more than 87,000 Helpdesk tickets each year, and several County agencies use Cherwell for service and asset management. Neurons will offer a similar experience but with improved features, better efficiency, and an easier, more intuitive interface. Thank you for your patience as KCIT completes this important upgrade and works to keep disruptions to a minimum.