| Term | Definition |
|---|---|
| Assignee | The assignee refers to an IT user who is involved in the request resolution. It is also called 'Octopus user'. It may be part of one or more groups. |
| Group | A group is an entity that brigs together several assignees having similar role and responsibilities. For example, we could find a 'Network' group that includes network administrators, a 'Technicians' group which includes all technicians, a 'Project' groups with project managers, etc. The default group is 'Service Desk' which contain first responders. Group members see only the request of their respective group(s). |
| Open incident | An incident that is not resolved or closed. It is also called an 'active incident'. |
| Reference Data | Reference data contain lists of items configured for each module. Different drop-down list (combined area) of the application are mainly "lookup", i.e. reference data. For example, this of categories and subcategories of an incident are reference data. |
| Requester | User initiating a request on behalf of another user. |
| Team |
A team is an entity within the same database, but whose configuration is completely saparated from another team. It has its own configurations, request types, Ci, web forms, and drop-down lists. Adding a new team is hwen a company wants to manage requests other then those managed in IT department (eg material or technical resources, human resources, communications, etc.). |
| User |
A user is the person who makes requests to the IT department (or other service). In Incidents/SR module, he is the one that is affected by an incident or who receives a service from a service request. It can submit and track his own requests through the web portal. |
| Windows Management Instrumentation (WMI) |
Component part of the Windows operating system that allows to obtain configuration information from a computer. |
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