Layton ServiceDesk - Settings - System Settings - Application Terms
From Layton Support
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| Update to a ''Request'' either by ''Analyst'' or ''End User'', providing an audit trail of additional information or events associated with a ''Request''. | | Update to a ''Request'' either by ''Analyst'' or ''End User'', providing an audit trail of additional information or events associated with a ''Request''. | ||
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Revision as of 00:00, 21 October 2013
This area 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 simply entering the new name against the term. All instances of that term will be amended throughout the system to the new name as specified. Details of all system 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. |
