Terms
Within the , the following terms are fundamental in understanding the function and processes:
Knowledge base | A centralized repository of information where you can find already existing answers to your issues. |
FAQs | Frequently asked questions. Basically a list of questions and answers intended to help customers understand a particular area of interest. |
Chatbot | A chatting component which simulates a conversation with end-users and navigates them to the required response, solution or document automatically. |
Alerting | Alerts a user to a specific issue. Another dimension of the active self-service, not part of the Portal by default. |
Self-help services | This component is able to launch specific self-help actions. For example, adjust a screen resolution, reconnect network drives, delete the browser cache or execute quick repair functions for MS Office applications. |
Ticket creation, Ticketing | Ticket is the central item in USU Service Management - IPC Management. A Ticket is used to represent Incident / Problem / Change requests. In the Portal context, it is the ability to create either "full-form" ticket or a quick ticket. |
USU Shop | USU Shop is a self-contained application combining online shopping user experience with the power and flexibility characteristic of the USU approach to business administration software. In the Portal context, USU Shop references mean creating or handling service requests. |
Dashlet | An element for displaying information and providing actions within a Portal Page. See also Welcome page overview. |
Portal Page | Summary of multiple dashlets in one view. See also Welcome page overview. |
Drawer | A sliding panel hidden in the right part of the frame. There are two drawer types: Detail view drawer and Form drawer. See also Welcome page overview. |
Ticket | Ticket is the central item in USU Service Management and used to represent Incident / Problem / Change requests. In the Portal context, ticketing is the ability to create either a "full-form" ticket or a quick ticket. |
Call | In the front end, a user creates a Call ticket type (not an Incident) when creating a new issue using Self-Service Portal. Only later Service Desk classifies the individual calls as Incidents and Service Requests. |
Incident | An unplanned interruption to a service or reduction in the quality of a service. A ticket subcategory, see Ticket and Call. |
Request | Request or Service Request represents a requirement for delivery of a product or service. It is a central object of USU Shop. A ticket subcategory, see Ticket and Call. |