Abstract: (Unofficial) Definitions of terms used in OTRS, as explained by this author. When in doubt, the documentation "wins", but this post might be helpful.
This post may be updated from time to time.
Agent/User: Those who handle the tickets
Customer: Those who submit tickets
CustomerID: A (non-unique) designation for similar people to see a ticket in "Company Tickets"
Queue: [Types of] Agents that handle tickets. Almost all permissions to a group of tickets are handled here. Subqueues are designated/referenced as: ParentQueue::SubQueue
Priority: How important is the ticket?
State: What is the status of the ticket?
State Type: A designation for a grouping of states. For instance, State Type: Closed may have States of "closed successful" and "closed unsuccessful".
Service: A service to which a service level agreement may be attached (optional)
SLA: When do you agree the ticket must be completed?
Type: An optional designation categorizing a ticket. Unless you utilize an ACL, no permissions are assigned at this point
Definitions of terms - Unofficial
Moderator: crythias
Forum rules
Dont create your support topics here! No new topics with questions allowed!
Dont create your support topics here! No new topics with questions allowed!
-
crythias
- Moderator
- Posts: 10169
- Joined: 04 May 2010, 18:38
- Znuny Version: 5.0.x
- Location: SouthWest Florida, USA
- Contact:
Definitions of terms - Unofficial
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask