Layton ServiceDesk - Settings - System Settings - Application Terms

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Overview

This page contains the key system terms, which are also used within the menu structure and then wherever referred to. Any term displayed can be renamed by entering the new name against the term. All instances of that term will be amended throughout the system to the new name as specified.

Use in Interface

An application term can be entered in text labels on forms in this format:

   {{TERM}}

To render the term rather than static text.

Example: If you have changed the term Request to Call, you can enter:

   {{Request}}

on a form and it will be converted on the fly as Call.

List of Terms

Application Term	Default Value	Description
User	Analyst	Any support personnel using the system.
End User	End User	The person or user of equipment or services who will log or submit a Request to the ServiceDesk.
Request	Request	End User- or customer-submitted call which can take any form, i.e., and incident, request for information or training, etc.
Request Type	Request Type	Term used to categorize Requests and problems into user-defined groups. Links to Skills and Solutions.
Solution	Solution	The answer or resolution to a Request as stored in a Solutions Base.
End Client	Department	A separate user-defined table linked to End User. Can be used for any purpose.
Action	Task	Actions or activities that may or may not be scheduled for a Request.
Action Type	Task Type	Type or grouping of Actions.
Site	Site	Sites or locations where Actions are to be done.
Company	Company	Company names.
Comment	Comment	Update to a Request either by Analyst or End User, providing an audit trail of additional information or events associated with a Request.
Priority	Priority/SLA	Priority of the Request linked to an SLA with time to resolve and escalation as required.
Survey	Survey	Survey of End User with relation to the work done on a Request.
Self Service	Self Service	The name of the Self Service interface in the End-User web interface.

Next article in this series: Application Font

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