Glossary

Action

Any step taken to resolve a problem.

Class

The level of classification of a problem. E.g., "Network".

Collaborator

A provider who works with the owner to resolve a problem.

Coordinator

The technical support manager who coordinates the actions of other providers and administers the Trouble Ticket System.

Domain

An instance of a problem class. E.g., "Ethernet LAN in SZB 3.258".

Incident

A single expression of a problem.

Incident Report

The notification of the Trouble Ticket System of the existence of a problem.

Notification

A message sent to a user, operator, owner, coordinator, or other party.

Owner

The provider who has assumed responsibility for a trouble ticket.

Priority

A gauge of the severity, urgency, or scope of a problem. The higher the priority, the more severe or the broader the scope of a problem.

Problem

A condition that impairs normal operation.

Provider

A technical support staff member.

Reissue

To reopen a closed ticket.

Reminder

An update or follow-up to a notification, letting the responsible party know a time-sensitive event has been triggered. Reminders may require the severity of the problem be increased.

Requester

One who may request assistance or report a problem. AKA User. Reporter.

Status (v.t.)

To assign ownership of a trouble ticket. Part of Triage.

Status (n.)

The state in which a trouble ticket exists. States include Unassigned, Open, Held, Pending, Awaiting Parts, In Progress, Closed, and Paid.

Systematic problem

The abstraction of a problem to a broader level such as a class.

Triage

The process of receiving an incident report and creating a new trouble ticket or assigning the incident to an existing trouble ticket, especially in determining the severity of the problem.

Trigger (n.)

An event that signals a change in condition, as when a disk reaches a preset capacity.

Trouble Ticket

The tracking mechanism for a problem and its resolution.

User

An identified person associated with the Trouble Ticket System.