Glossary
Last updated on 17 February 2020
This short glossary is a collection of useful and accessible definitions of terms that we use in ServiceDesk Plus. Where applicable, information on where the term may be used and the feature that uses it is provided for a better context.
A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z
A #
Announcements #
Announcements are company-wide messages or information from the help desk that are displayed on the Home Page of the self-service portal.
C #
Change #
A planned activity that could affect IT services. Change usually involves addition, modification or removal of an asset, service, or infrastructure within an organization.
G #
Gantt Chart #
Gantt chart is a horizontal bar chart that is used to track the progress of a project based on project tasks, milestones, and time.
I #
Issue #
An issue is anything that disrupts normal business activity and requires the attention of the help desk. It could be classified as a low, medium, or high-risk event. In ITSM, it's popularly known as an incident.
Issue Catalog #
A ready-to-use collection of predefined templates of issues/incidents.
K #
Knowledge Base #
An up-to-date searchable repository of solutions for commonly encountered issues and previously recorded issues.
L #
LiveChat #
A chat feature that enables users to interact with technicians. It's available on the lower-right corner of the self-service portal.
M #
Milestone #
A milestone marks a significant event in a project. It is used to group project tasks, establish relationships between them, and define task dependency.
N #
Notes #
Notes are used to supply small pieces of additional information to already placed requests. It can be accessed from the Actions drop-down menu on the request details page.
P #
Print Preview #
A feature that enables users to examine the printable version of requests before printing. It can be accessed from the Actions drop-down menu on the request details page.
Profile Picture #
Profile pictures are user-customizable images that serve as an identity. It appears on the upper-right corner of the self-service portal. It also appears in interactions like chat for easy recognition of users.
Project #
A change request is broken down into smaller workable sub-parts called projects. It is essentially a set of tasks organized to accomplish a common goal. To work on a project a user must be assigned a project role.
Project Role #
To manage a project efficiently, members of the project are assigned unique project roles like Project Admin, Project Manager, and Team Leader. Different roles have different levels of access or permission to the project.
R #
Request Catalog #
A ready-to-use collection of predefined templates for both issues and service requests.
S #
Self Service Portal #
A support portal that enables users to raise requests, find solutions, manage projects, and interact with technicians.
Service Request #
A formal communication that is used to request any service from the help desk. Unlike issues, service requests are not used for things that affect normal business activity.
T #
Task #
A discrete piece of work or activity that can be done in a project.
Task Dependency #
It is a logical relationship between tasks that is used to define the order of completion of each task.
Template #
A ready-to-use form with auto-populated fields that is available for various tasks, projects, issues, and service requests. The users can take advantage of templates to save time and effort spent in creating the forms from scratch.