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Terminology

A note about terminology: We use the term end user to mean users who access the system through the end user interface, a simplified interface that allows them to create records of any kind, view any records made available to them, edit records defined as their own, and view any FAQs made available to them. These users cannot edit records defined as belonging to other people and they use the unlimited end user license.

We use the expressions "End User" or "Customer" interchangeably in this document to refer to company employees whose main role in the system is to make requests on their own behalf or for someone else (typically their supervisor or supervisee).

We use the term power user to indicate the people who are working on other people's issues – they may be solvers, technical support staff, IT staff, approvers, developers, sales reps, managers, or any other types of users who access the system through the power user interface.

"Technician" may also be used to refer to members of the IT organization or other teams that will be responsible for handling, creating, or responding to requests submitted by customers or other technicians.

Both end users and power users may be employees of your company. Power users require their own named license or may share a concurrent power license.

This section describes the setup for the main process tables involved in running the support operation: Service Requests, Incidents, Problems, Change Requests, Assets, and Purchase Requests.

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1 Comment

  1. Should this be moved to an overview/introduction at the beginning of the Standard KB guide? Or, if it applies only/primarily to the Service Desk section, I would move this to the Service Desk Operation Tables page instead.