Concepts and Terms
Jobs
Jobs are the problems which users report to you or enter into the system themselves.
A Job may be Actioned many times before it is completed.
Child Jobs
These are Jobs that must be completed before their parent Job can be completed.
A Child Job cannot become a parent of another Job.
Action
An Action means that you have actually done something in relation to the Job,
anything from recording extra information to completing the Job. All Actions
are recorded with each Job in an audit trail called the Job History.
Customers
A Customer is an organization. If you are using LBE Helpdesk internally, it
will be the company you work for. Otherwise it is those external organizations
that you deal with.
Departments
A Department is a sub-division of a Customer. E.g. Sales, Finance, Marketing.
Contacts
A Contact is a person. All Jobs must be created against a Contact. The hierarchy
is as follows:
Customers may have one or more Departments.
Departments may have one or more Contacts.
Categories
Categories help you identify certain types of Jobs. For example, you might categorize
according to the probable cause, e.g. Hardware, Software etc.
Priorities
Priorities allow you to specify how important a Job is. The Priority also determines
the default target for completion of the Job.
Helpdesk Operators
These are the people who work for you and use LBE Helpdesk. They create new
Jobs and record whatever actions were taken.
Assets/Inventory
Assets are (usually) physical items. E.g. hardware, software, furnishings, fittings
etc.
Asset Types
Asset Types allow you to categorize Assets.
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