Glossary

From Sit

Contents 1 Activity 2 Admin Contact 3 Contact 4 Contract 5 Customer 6 Dashboard 7 Dashlet 8 Data protection 9 De-Escalate 10 End of life 11 Engineer 12 Escalate 13 Escalation Path 14 Feedback 15 Incident 16 Knowledge Base 17 Maintenance 18 Priority 19 Product 20 Reseller 21 Review 22 Sales person 23 Service Level / SLA 24 Site 25 Skill 26 Substitute 27 Supported Contact 28 Task 29 Trigger 30 Trigger Action 31 Trigger Rule 32 User 33 Vendor

[edit] Activity

A timed task that is related to an incident

[edit] Admin Contact

A person who is the administrative point of contact for a contract

[edit] Contact

A person who can receive support, according to his/her entitlement (see Contract) Alternatives:

• Submitter
• Reporter

[edit] Contract

A contract defines entitlement to support for site and contacts. Also sometimes referred to as 'Maintenance'

[edit] Customer

The contact or site we are providing support to.

[edit] Dashboard

The main screen of SiT that can contain dashlets.

[edit] Dashlet

A dashboard component, a 'widget'.

[edit] Data protection

Data protection is to remove the chosen field that has been set for data protection from the detailed listing.

[edit] De-Escalate

To decrease the importance of an incident.

[edit] End of life

When a skill has reached the end of it's Lifetime it is marked End-of-life, which means it is no longer fully supported.

[edit] Engineer

The Support Technician / user who is to provide support.

[edit] Escalate

To increase the importance of an incident with the aim of getting it resolved faster.

[edit] Escalation Path

A configured method of Escalating an incident.

[edit] Feedback

A rating and response from the customer about how the incident was handled

[edit] Incident

Incident is the name we use for what may also be referred to as a 'support call'. 'service request' or 'helpdesk ticket'.

[edit] Knowledge Base

A database of articles categorised by Skill

[edit] Maintenance

Another word for contract

[edit] Priority

Urgency or importance. Usually determined by looking at the impact the issue has on the customer. e.g. Low priority would be little impact, critical priority would be maximum impact

[edit] Product

A group of skills. E.g. Linux Support

[edit] Reseller

A label to indicate which organisation sold or provided the Contract

[edit] Review

A special type of SLA target

[edit] Sales person

A user who added/sold the chosen subject

[edit] Service Level / SLA

A service level or service level agreement (SLA) is a record that defines target times for various incident stages

[edit] Site

An organisation that can receive support, a collection of contacts

[edit] Skill

An item that is supported. E.g. Debian Linux.

[edit] Substitute

A User that takes the place of a user when he/she is unavailable. A replacement.

[edit] Supported Contact

A contact who is linked to a contract and is therefore entitled to support

[edit] Task

A personal to-do list item

[edit] Trigger

An event. E.g. Someone creates an incident

[edit] Trigger Action

Something that happens in response to a trigger (if the trigger rules allow it). E.g. An email is sent to the customer

[edit] Trigger Rule

A criteria which defines whether a trigger action should happen in response to a trigger.

[edit] User

An engineer or technican, an account within SiT! for a person who provides support.

[edit] Vendor

Products can be grouped by vendor. It's intended to mean 'Supplier' or 'Provider' of the product, but it can be used as a more general category if preferred.