Concepts and terms

Jobs

Jobs are the problems which users report to you or enter into the system themselves. A Job can be Actioned many times before it is completed.

Child Jobs

These are Jobs which 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 Web Helpdesk internally, it will be the company you work for. Otherwise it is those external organizations which 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.

Guests

Guests are Customer Contacts who you have allowed to access the Web Helpdesk. They can create new Jobs, view and perform limited Actions on their existing Jobs.

Assets/Inventory

Assets are (usually) physical items. E.g. hardware, software, furnishings, fittings etc.

Asset Types

Assets might be items of software, hardware, furnishings, fittings etc. Asset Types allow you to categorize Assets.

Knowledgebase

A list of common problems and solutions. You can use these to pre-populate a recorded helpdesk job and to help solve new jobs.

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