itm wiki - Contributi utente [it]

MS - Mobile Services

2018-05-29T09:54:44Z

Maxime.sottini:

itmSUITE MS Module will be a mobile application developed to interact with other itmSUITE modules.

More information can be found by clicking on following link:

https://www.itmsuite.eu/products/ms-mobile-services.html

MS - Mobile Services

2018-05-29T09:53:30Z

Maxime.sottini:

itmSUITE MS Module will be a mobile application developed to interact with other itmSUITE modules.

More information can be found by clicking on following link:

https://www.itmsuite.eu/products/ms-mobile-services.html

Intro
What is MS and when it is available.

Scope
What it supports of itmSUITE functionalities.

How to use (dedicated pages)
- Tickets
- Timesheets
- Settings

Glossary

2018-05-07T09:59:14Z

Maxime.sottini: /* D */

{{Index}}
{{clear}}

Below is a list of terms and definitions used in this documentation.

== A ==
* ''Access management:'' according to ''ITIL®, t''he process responsible for allowing users to make use of IT services, data or other assets. Access management helps to protect the confidentiality, integrity and availability of assets by ensuring that only authorized users are able to access or modify them. Access management implements the policies of information security management and is sometimes referred to as rights management or identity management. In itmSUITE®, the typical activities required by ''access management'' can be dealt through ''service requests'' or ''changes''.
* ''Action'': TBD
* ''Action engine'': TBD
* ''Active channel'': TBD
* ''Admin'': a special ''user type''. The ''admin'' may: perform basic configuration and create other ''users'' for the administered ''company.'' For more information, have a look to the ''[[admin]]'' page.
* ''Administrator'': resource with ''Admin'' characteristics
* ''Admin kit'': TBD
* ''Application language'': one of the languages for which itmSUITE® makes available the user interface (forms to interact and messages). See also ''business languages'' and [[Multi language]] management.
* ''Application level role'': see ''role''.
* ''ASM'': abbreviation for ''asset management''.
* ''ASM view'': a view, defined by a list of columns, which is used to list ''configuration items''.
* ''Asset'': any element, physical or virtual, which can contribute to the successful management of the business area supported by itmSUITE®. An asset can be, for example, a PC, a printer, a software component, a table a machine, etc.
* ''Asset management:'' one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Complementary modules#ASM - Asset Management|ASM - Asset Management]]. It allows to manage ''assets'', It can also refer to the asset management process according to the context. TBC.....
* ''Attribute'': a ''configuration item'' information (e.g. its name, location, date of purchase, etc.).

== B ==
* ''Balance'': TBD
* ''BaseDN'': TBD
* ''Baseline'': see ''configuration baseline''.
* ''Billing'': a feature, part of the ''[[ItmSUITE® - Core modules#FM - Financial Management|FM - Financial Management]]'' ''module, ''enabling the possibility to create ''invoices'' based on ''timesheets'' or predefined amounts related, or not, to a ''delivery''.
* ''Billing schedule'': a tranche of a ''sales contract'' to be invoiced. The billing schedule may be dependent or not on ''[[glossary|deliveries]]''.
* ''Binding layer'': a graphical frame used in the [[ItmSUITE® - Core modules#CMS - Configuration Management System|CMS - Configuration Management System]] ''module. ''For any object placed in it the relationships between the objects placed and the objects represented by the frame are automatically created. So, for example, a ''binding layer'' may represent an IT service and may be configured to generate the 'is component' relationships with the objects placed in it (e.g. a server is component of the IT service). ''Binding layers'' simplify the management and building of a ''CMS''.
* ''Budget'': TBD
* ''Business language:'' a language used by the itmSUITE® users to communicate within the business processes. See also ''application languages'' and [[Multi language]] management.
* ''BIRT'': an open source software project that provides the BIRT technology platform to create data visualizations and reports that can be embedded into rich client and web applications. The itmSUITE® [[ItmSUITE® - Complementary modules#REP - Reporting Management|REP - Reporting Engine]] allows exactly this embedding. For further information, visit the [http://eclipse.org/birt/about/ BIRT website].
* ''BIRT designer'': one of the two key components of ''BIRT ''allowing to create new reports which can be embedded in itmSUITE®.
* ''BIRT engine'': the component of ''BIRT'' which allows the execution and rendering of reports created through the ''BIRT designer ''and embedded in itmSUITE® as ''.rptdesign'' files.

== C ==
* ''CAB'': abbreviation for ''change advisory board''.
* ''Change:'' according to ''ITIL®'', a ''change'' is the addition, modification or removal of anything that could have an effect on IT services. ''Changes'' are managed through the ''change management'' process and a ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''.
* ''Change advisory board'': TBD
* ''Change authority'': TBD
* ''Change management'': according to ''ITIL®,'' the process responsible for controlling the life cycle of all ''changes'', enabling beneficial changes to be made with minimum disruption to IT services. A ''workflow cartridge''is is made available for the ''SM module ''which supports the execution of the ''change management'' process according to the guidelines provided by ''ITIL® ''and ''ISO/IEC 20000''.
* ''CI'': abbreviation for ''configuration item''.
* ''Client'': a generic term that means a customer, the business or a business customer. itmSUITE® allows to manage ''client'' master data and ''client'' as an entity in ''workflows'' and ''modules''.
* ''CMS'': abbreviation for Configuration Management System.
* ''CMS DB'': TBD
* ''CMS fat client'': a desktop application which enables to access ''CMS'' administration and reporting functionalities. See [[CMS fat client]] page for more information.
* ''CMS server'': TBD
* ''CMS web client'': a browser accessible application which enables to access and update ''CMS'' contents.
* ''Closure cause'': TBD.
* ''Company'': a business organization (legal entity or simply a business unit or a department) which is defined and used for the aim of segregating data. itmSUITE® is natively multi tenancy, meaning it allows to manage different ''companies'' in the same application instance. Only ''users ''login information (including the associated ''roles'') and ''super admin ''may be cross ''companies ''while all the other information are managed at ''company ''level.
* ''Company calendar'': see ''company working days calendar''.
* ''Company working days calendar'': the calendar specifying the working days and time for a specific ''company''.
* ''Component: ''abbreviation for ''dashboard component''.
* ''Configuration baseline'': TBD.
* ''Configuration exploration'': a specific itmSUITE® functionality making possible, starting from a ''configuration item'', to analyse and graphically represent the relationship of it with other ''configuration items''. The number of levels and the scope of the exploration are defined at launch time. ''Configuration exploration'' is available if ''CMS'' ''module'' is installed. See also [[Configuration exploration]] page for more information.
* ''Configuration item'': a specific type of ''asset ''which contributes to the delivery of an IT service.
* ''Configuration management'': see ''service asset and configuration management''.'' ''
* ''Configuration management database'': (CMDB) organized repository of all elements of IT structure which undergo the configuration management process.
* ''Configuration management system'': a set of tools, data and information that is used to support service asset and configuration management. A dedicated ''module'' of ItmSUITE®, [[ItmSUITE®_-_Core_modules#CMS - Configuration Management System|CMS - Configuration Management System]], is dedicated to this.

* ''Contact'': a referent person related to a ''client ''or a ''supplier ''and his/her information.
* ''Contract'': generally, a legally binding agreement between two or more parties. itmSUITE® allows to manage ''contracts ''master data and ''contracts ''as an entity in various ''modules ''and functionalities. Contracts may be of two types:''sales contracts ''(with ''clients'') and ''purchase contracts ''(with ''suppliers'').''Purchase contracts ''are also often used to manage standard internal cost for ''resources''. This is an example of their flexible use, often for agreements which are not legally binding. ''Contracts'' management is made available only if the [[FM - Financial Management]] ''module'' is active.
* ''Cost occurrence'': an actual cost which is recorded for a ''service ''and, optionally, for a ''ticket'' (therefore a process instance, such as a specific ''change'').

* ''Cost occurrence dimension'': the type of ''cost occurrence''. Two alternative are possible: "Balance" or "Confirmed". The exact meaning is a convention. "Balance" may refer to an order confirmation while "Confirmed" to the actual occurrence of the cost (e.g. goods delivery).
* ''Creator'': the ''user'' who creates a ''ticket''.
* ''Credit note'': a form or letter sent by a seller to a buyer, stating that a certain amount has been credited to the buyer's. A ''credit note'' is issued in various situations to correct a mistake, such as when an invoice amount is overstated, correct discount rate is not applied, etc. itmSUITE® allows to issue and manage ''credit notes'' within the [[FM - Financial Management]] ''module''.
* ''Custom field'': see ''workflow custom field''.
* ''Custom time ranges'': these are definitions of time frames. These can be used in several other functionalities, for example by the ''self service configuration system''.

== D ==
* ''DashBoard'': TBD the dashboard ''module''.
* ''Dashboard'': TBD (the elements managed by the DB module).
* ''Dashboard component'': an object, e.g. graphic, which can be included in a ''dashboard''.
* ''Data source'': is a name given to the connection set up to a database. In the context of ''workflow'' management this refers to the a set of data which is used to populate a ''workflow custom field''.
* ''Data view'': views of data at data base level which can be used to create reporting or read operations. ''Data views'' shall not be confused with ''views''.
* ''DB'': abbreviation for ''DashBoard''.
* ''DE'': abbreviation for ''discovery engine''.
* ''Decision matrix'': a rule which makes it possible to calculate the value of a target ''ticket'' ''workflow field'' based on the value of two other influencing (driving) ''workflow fields''.
* ''Delivery'': an expected output of a'' [[glossary|project]]'' or ''[[glossary|service]]'', whether tangible or intangible.
* ''Delivery type'': TBD.
* ''Demand management: ''the process enabling the clients (and their delegated users) of services (e.g. IT services) to ask for new services or changes to those existing. The process includes the analysis and authorization steps needed to authorize the request and activate the fulfilment process (generally managed by means of ''change management'' or ''request fulfilment'' processes). '''NOTE''': this given definition of ''demand management'' is typical of some contexts (IT management in some countries) and does not fully match the ''ITIL®'' one nor the one commonly accepted in some business contexts (a planning methodology used to manage and forecast the demand of products and services). A ''workflow cartridge ''is made available for the ''SM module ''which supports the execution of the ''demand management ''process. See [[Demand Management]] page for more information on this configuration.
* ''Deployment change'': TBD
* ''Deployment change management'': TBD
* ''Discovery engine'': one of the ''modules'' of itmSUITE®. The full name of it is [[ItmSUITE® - Core modules#DE - Discovery Engine|DE - Discovery Engine]]. By installing its agents on IT components, it allows to gather information on hardware, software components and their relationships. The result of the discoveries may be imported in the ''CMS''.
* ''Dynamic solution group'': it is a ''workflow field'' (therefore used in ''tickets'') which contains a list of ''groups''. ''Dynamic solution groups'' are currently 6: DSG1 (also named ''master solution group''), DSG2 (also named ''solution group''), DSG3 (also named "third solution group", DSG4, DSG5 and DSG6.
* ''Document'': TBD
* ''Document position'': a logical repository area where ''documents'' can be stored. The logical repository areas are: "Project", "Timesheet Record", "Milestone", "Purchase Contract", "Sale Contract", "Resource", "Cost Occurence", "Delivery", "Ticket", "Service" and "Invoice/Credit Note".
* ''DSG'': abbreviation for ''dynamic solution group''.

== E ==
* ''EAC'': abbreviation for ''estimation at completion''.
* ''Earn'': TBD
* ''Earned value'': TBD
* ''EEM:'' abbreviation for ''external event management''.
* ''Estimation'': an overall economic evaluation of a ''service'' or ''project'' or a related to a specific ''ticket'' (process instance). The ''estimation'' may include the following types of costs: effort related (deriving from ''timesheets'' work declarations and associated ''purchase contracts''), expenses related (deriving from expenses declared in ''timesheets'' and the applicable ''purchase contracts'') and cost items related (deriving from specific cost elements such as investments or services). The evaluation may include three cost dimensions: budget, balance and forecast (budget + balance) at a specific ''estimation period''.
* ''Estimation at completion'': TBD
* ''Estimation competence period'': the ''estimation'' can be split in time frames (''estimation competence periods'') for which it is possible to view and update data. The ''estimation competence periods'' can be: the overall ''project'' or ''service'', years or months.
* ''Estimation period'': the date at which all costs of an ''estimation'' are evaluated.
* ''Estimation repository'': the logical repository where ''estimations'' related to ''projects'' or ''services'' (not those related to ''tickets'') can be saved and from where they can be later loaded.
* ''Estimation to completion'': TBD
* ''ETC'': abbreviation for ''estimation to completion''.
* ''External event management: ''one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Complementary modules#EEM - External Event Management|EEM - External Event Management]]. It facilitates the integration of events occurring in systems external to itmSUITE® with the functionalities of itmSUITE® itself or vice versa (e.g. the opening of an itmSUITE® ''ticket'' based on the content of an incoming email).
* ''Event type'': predefined types of occurring activities or outcomes in the domain of itmSUITE®. Examples of ''event types'' are the following: change of the status of a ''ticket activity'', assignment of a ''project activity'' to a ''resource'', a change of status of a ''ticket'', etc. ''Event types'' are associated to an ''event type template'' and sent according to the specified schedule (''notification''). See also [[Notifications management]] page.

* ''Event type template'': the message template (an html file) related to an ''event type'' which is used when a notification for the ''event type'' is triggered. For more information on how to edit this type of file, see also [[Notifications management]] page.
* ''Exploration'': see ''configuration exploration''.

== F ==
* ''Filter'': it is a set of selection criteria to be applied to a ''view''. ''Filters'' can be created and distributed to ''users''. See [[Filters management|Filter management]] page for more details.
* ''Field'': see ''workflow field''.
* ''Financial management:'' one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Complementary modules#FM - Financial Management|FM - Financial Management]]. It allows to manage financial aspects (budget, balance data and forecasting) of ''projects'', ''services'' and their related entities (''project activities'', ''tickets'', and ''ticket activities'').
* ''FM:'' abbreviation for ''financial management''.
* ''Form section'': see workflow form section.

== G ==
* ''Grant'': a permission given to a ''role'' to view a specific ''workflow field''. ''Grants'' are given for specific ''workflow statuses'' in the context of ''workflow'' configuration.
* ''Grid mode'': a component which allows to manage records of data in a way similar to what happens in a spreadsheet. See [[grid mode]] for more information on the features and use of this component.
* ''Grid search'': TBD
* ''Group'': a team of people but also one of the ''workflow ''related ''roles.''For example,'' groups ''can be used to assign ''tickets ''and ''ticket activities''.
* ''Group manager'': the resource coordinating or responsible for a'' group''.

== H ==
''Help editor'': TBD.

== I ==
* ''Impact analysis'': a functionality of ''CMS''. Starting from a ''configuration item'','' ''it allows to find the impact of its failure on other ''configuration items'' of type IT service.
* ''Impact chain'': TBD.
* ''Incident:'' according to ''ITIL®'', an ''incident'' is an unplanned interruption to an IT service or reduction in the quality of an IT service. Failure of a configuration item that has not yet affected service is also an incident – for example, failure of one disk from a mirror set. ''Incidents'' are managed through the ''incident management'' process and a ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''.
* ''Incident management'': according to ''ITIL®, ''the process responsible for for managing the lifecycle of all ''incidents''. ''Incident management'' ensures that normal service operation is restored as quickly as possible and the business impact is minimized. A ''workflow cartridge ''is made available for the ''SM module ''which supports the execution of the ''incident management ''process according to the guidelines provided by ''ITIL® ''and''ISO/IEC 20000''. See [[Incident Management]] page for more information on this configuration.
* ''Invoice'': a commercial document issued by a seller to a buyer. It identifies both the trading parties and lists, describes, and quantifies the items sold, prices, discounts (if any), etc. itmSUITE® allows to issue and manage ''invoices ''within the [[FM - Financial Management]] ''module''.
* ''Invoice attachment'': an attachment related to a specific ''invoice'', specifying the activities and or expenses included to which the ''invoice'' refer. ''Invoice attachments'' may be automatically generated during the billing process. See also ''billing'' and ''invoice''.
* ''ISO/IEC 20000'': an international standard for the quality of ''IT service management''. See also the [http://www.iso.org/ ISO website] for more information.
* ''ITIL®'': a set of best-practice publications for ''IT service management''. Owned by Axelos limited, ''ITIL®'' gives guidance on the provision of quality IT services and the processes, functions and other capabilities needed to support them. The ''ITIL®'' framework is based on a service lifecycle and consists of five lifecycle stages (service strategy, service design, service transition, service operation and continual service improvement), each of which has its own supporting publication. See also the ''ITIL® ''[http://www.itil-officialsite.com official site] for more information. ''ITIL® ''is a registered trade mark of Axelos limited.
* ''itmSUITE'': TBD
* ''IT Service Management'': the implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate mix of people, process and information technology.

== K ==
* ''Key business entity'': one of the key entities managed by itmSUITE® (''resources'', ''projects'', ''timesheets'', ''tickets'', etc.).
* ''Knowledge'': is one of the ''entities related to ''workflow engine''. See the ''[[Workflow engine]]'' page for more information.
* ''Knowledge Portal'': TBD.
* ''Known error'': a ''problem'' that has a documented root cause and/or a ''workaround''. The ''known error management'' process is responsible to manage ''known errors'' lifecycle. ''Known errors'' are typically used to provide (by publishing) ''workarounds'' to ''service'' users until a final solution for the underlying ''problem'' is not found.
* ''Known error management'': the process responsible of managing the life cycle of ''known errors''. A ''workflow cartridge ''is made available for the ''SM module ''which supports the execution of the ''incident management ''process according to the guidelines provided by ''ITIL® ''and ''ISO/IEC 20000''. See [[Known Error Management]] page for more information on this configuration.
* ''KPI'': Key Performance Indicator, TBD

== L ==
* ''Language Management'': TDB
* ''LDAP'': TBD
* ''License'': the activation key enabling the use of itmSUITE® ''modules'' by ''users''. The ''license'' articulation is per ''module'' and per ''user type''. View the [[License]] details page for more information.
* ''List mode'': TBD non EJS mode, see also ''grid mode''.
* ''Log info'': the information about the access of ''users'' to itmSUITE® automatically recorded by the system. See [[Log management]] page for more info.

== M ==
* ''Manager'': a ''user'' with associated ''user type'' "Manager". A ''manager'' can configure ''company'' master data according to the privileges set in ''MURM''. Furthermore, he/she is automatically associated to the static ''role'' "Manager" which can be used in ''workflows'' and ''projects'' configurations.
* ''Manager row'': data for a'' timesheet'' corresponding to what a ''manager'' approves (usually corresponding to'' company'' billable values).
* ''Master data'': the set of data agreed and shared across itmSUITE® which supports the management of the ''key business entities''. For the list of ''master data'' tables refer to [[ItmSUITE® - Cross master data configuration|cross master data configuration]].
* ''Matrix timesheet'': TBD
* ''MB'': abbreviation for ''message bus''.
* ''MDMM (Master Data Management Matrix)'': the functionality which allows to manage grants for the records of some master data. See [[MDMM management]] page for more details.
* ''Master solution group'': a dynamic ''workflow role'' (e.g. used to define rights for ''workflow transitions'' or ''workflow fields''). The ''workflow field'' Master Solution Group let define the ''master solution group'' among available ''solution groups'' and this assignment can be done for each ''ticket'' instance. ''Master solution group'' is also named DSG1 (see ''dynamic solution groups'').
* ''Menu'': a link to a management functionality of itmSUITE®. These links are provided on the left of the itmSUITE® screen and changes according to the privileges and the configuration of their visibility. See the [[Menu management]] page for more information.
* ''Message'': a communication, caracterized by a subject, content, recipient(s) and, optionally, attachment(s) which can be sent through itmSUITE® ''message system'' to ''users'' or external recipients (in such a case the communication is sent through an email service). The ''message'' can also be based on a'' ticket message template''. See the [[Message system]] page for more information.
* ''Message bus'': TBD
* ''Message system'': one of the technical component of itmSUITE®, the ''message system'' is the engine dispatching all the messages automatically or manually generated within the system. The ''message system'' has a user interface which allows to receive and send messages and it can be synchronized with external mailing systems. See the [[Message system]] page for more information.
* ''Message template'': TBD.
* ''Metric'': TBD.
* ''Module'': one of the components of itmSUITE® which makes avaiable a specific sets of functionalities. ''Modules'' may be core or complementary. Core modules can be installed and activated autonomously. Complementary ''modules'' require the presence of at least one core ''module''. For a list of core modules and a description of their features refer to [[itmSUITE® - Core modules]]. For a list of complementary modules and a description of their features refer to [[itmSUITE® - Complementary modules]].
* ''Model'': a set of ''configuration items'' and their ''relationship'' represented according to specific modelling conventions which includes the definition of the entities, relationship types among them and graphical appearance.
* ''Monitoring system configuration'': TBD
* ''MSC'': abbreviation for ''monitoring system configuration''.
* ''MSG'': abbreviation for ''master solution group''.
* ''MURM'' (Managers User Rights Management); the functionality used to grant rights for ''managers''. This functionality can be accessed from '''''General/Company/MURM'''''.

== N ==
* ''NTLM'': TBD
* ''News'': they are broadcast communications relevant for the ''users'' or part of the ''users'' of itmSUITE®. The system makes available a management system to broadcast ''news'' to the target audience and for specific time frames. See [[News management]] page for more information.
* ''News management'': TBD

* ''Notification'': the configured schedule to communicate the ''event type template'' message related to an ''event type''. ''Notifications'' are sent via the itmSUITE® ''message system''. See also [[Notifications management]] page.

== O ==
* ''Object'': in [[ItmSUITE® - Core modules#CMS - Configuration Management System|CMS - Configuration Management System]] context, an element which can be used to represent an ''asset'' or a ''configuration item''.
* ''Objective'': objective characterized by a metric and targets which can be set and calculated by means of the ''OCE'' ''module''. They can be typically used in order to manage service levels.
* ''Objectives calculation engine'': a complementary module of itmSUITE®. The full name of it is [[OCE - Service Level Management]]. This ''module'' enables to manage ''service levels'' for ''service'' and ''projects''.
* ''OCE'': abbreviation for ''objectives calculation engine''.
* ''Organizational unit'': the representation of the organizational structure of a ''client''. Levels of the organization can be defined by means of tree nodes and ''clients'<nowiki/>'' associated ''resources'' can be related to each. The ''service provider''' s organization can be mapped by using a fictitious ''client''.
* ''OU'': abbreviation for''organizational unit''.

== P ==
* ''Passive channel'': TBD
* ''PBS'': see ''product breakdown structure''.
* ''Percentage complete'' (''% complete''): TBD
* ''Personal preferences'': the set of ''user''<nowiki/>'s preferences concerning the use of itmSUITE® which can be managed by the ''user''. See the [[Personal options|Personal preferences]] page for more details.
* ''PFD'': see product flow diagram.
* ''Planned % complete'': TBD
* ''Pm'': abbreviation for ''project manager''.
* ''PM'': abbreviation for ''project and portfolio management''.
* ''PM row'': data for a ''timesheet'' corresponding to what the ''project manager'' or ''service manager'' approves (the ''company'' cost).
* ''Portfolio analysis'': TBD report
* ''Portfolio gantt'': TBD
* ''Problem: ''according to ''ITIL®'', a ''problem'' is a cause of one or more ''incidents''. The cause is not usually known at the time a ''problem'' record is created, and the ''problem management'' process is responsible for further investigation. ''Problems'' are managed via the ''problem management'' process and a ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''.
* ''Problem management'': according to ''ITIL®, ''the process responsible for managing the lifecycle of all ''problems''. ''Problem management'' proactively prevents ''incidents'' from happening and minimizes the impact of ''incidents'' that cannot be prevented. A ''workflow cartridge ''is made available for the ''SM module ''which supports the execution of the ''problem management ''process according to the guidelines provided by ''ITIL® ''and ''ISO/IEC 20000''.
* ''Process owner'': TBD
* ''Product'': this is any product or service provided by the ''company'' internally or to its clients. itmSUITE® allows to manage ''product ''master data ''product'' as an entity in ''workflows ''and ''modules''.See also [[ItmSUITE® - Introduction to basic configuration|Introduction to basic configuration]] page for ''products'' configuration.

* ''Product breakdown structure'': a hierarchy of all the ''deliveries'' to be produced during a ''project'' or ''service''.
* ''Product flow diagram'': a diagram showing the sequence of production and interdependencies of the ''deliveries'' listed in a ''product breakdown structure''.
* ''Project'': a temporary organization that is created for the purpose of delivering one or more business products according to an agreed Business Case. For this purpose, in itmSUITE® a set of entities, their attributes and related management functionalities are made available to the'' users'' which play a role in the ''project''.
* ''Project activity'': an activity scheduled for a ''project''. This is one of the information managed by itmSUITE[[ItmSUITE® - Core modules|®]] for a ''project''.
* ''Project activity type'': a categorization for ''project activities''.
* ''Project and portfolio management'': one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Core modules#PM - Project and Portfolio Management|PM - Project and Portfolio Management]]. This ''module'' enables to manage ''projects'' and portfolios of ''projects''.
* ''Project currency'': TBD.
* ''Project delivery'': see ''delivery''.
* ''Project explorer'': TBD (CMS context)
* ''Project issue'': TBD
* ''Project manager'': this is a special role on a ''project'', automatically inheriting specific rights and visibility of data for it.
* ''Project milestone'': a structured check of the status of a ''project'' where several information (''estimation'', progress, comments, etc.) are gathered and stored. These information may be used for ''project'' control (see [[semaphores]]).
* ''Project off-specs'': TBD
* ''Project portfolio'': TBD
* ''Project RFC'': TBD
* ''Project risk'': see ''risk''.
* ''Project semaphore'': see ''semaphore''.
* ''Purchase contract'': see ''contract''.

== Q ==

== R ==
* ''RE'': abbreviation for ''reconciliation engine''.
* ''REP: ''abbreviation for ''reporting management''.
* ''Reconciliation'': a process performed by the ''reconciliation engine'' which allows to import information from a data source into the ''CMS'' in a controlled way (deciding which information for which ''configuration item'' to import).
* ''Reconciliation engine: ''one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Complementary modules#RE - Reconciliation Engine|RE - Reconciliation Engine]]. This ''module ''enables the ''reconciliation'' process.
* ''RfC'': abbreviation for ''Request for Change''.
* ''Relationship'': a relationship between two ''configuration items''.
* ''Release'': according to ''ITIL®'', one or more ''changes'' to an IT service that are built, tested and deployed together. A single release may include ''changes'' to hardware, software, documentation, processes and other components. ''Releases'' are managed through the ''release and deployment management'' process and a ''workflow cartridge'' is made available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''.
* ''Release and deployment management: ''according to ''ITIL®'', the process responsible for planning, scheduling and controlling the build, test and deployment of ''releases'', and for delivering new functionality required by the business while protecting the integrity of existing ''services''. A ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''. See [[Release Management]] page for more information on this configuration.
* ''Release management'': see ''release and deployment management''.
* ''Report'': a report generated with ''reporting management''.
* ''Reporting management: ''one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Complementary modules#REP - Reporting Management|REP - Reporting Engine]]. This modules enables to define and embed new reports in addition to those predefined in itmSUITE®.
* ''Report template'': TBD
* ''Request'': see ''self service request''.
* ''Request for Change'': TBD.
* ''Request fulfilment: ''according to ''ITIL®, t''he process responsible for managing the lifec ycle of all ''service requests''. A ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''. See [[Request Fulfilment]] page for more information on this configuration.
* ''Resource'': term used to refer to a human resource and his/her associated information managed in itmSUITE®. A ''resource'' may or may not have an account and, therefore, be a ''user''.
* ''Resource row'': data for a ''timesheet'' corresponding to what declared by the ''resource''.
* ''Resolution cause'': TBD
* ''Risk'': an uncertain event or set of events that, should it occur, will have an effect on the achievement of objectives. A risk is measured by a combination of the probability of a perceived threat or opportunity occurring, and the magnitude of its impact on objectives. Risks can be managed for ''[[glossary|projects]]'' and ''[[glossary|services]]'' in the ''Issues/Risks'' tab.
* ''Role'': a usage profile determining ''user''<nowiki/>'s rights on data and functionalities. More than a ''role'' may be associated to a ''user''. ''Roles'' are distinguished in ''application level'' ''roles'', ''projects'' and ''services'' related ''roles'', ''workflows'' related'' roles. Application level'' ''roles'' are set at ''user''<nowiki/>'s level and related to the available ''licenses'' (they determine the number of users who may be activated). ''Project'' and ''service'' roles are dynamically assigned to ''users'' in the context of each ''project'' or ''service''. ''Workflows roles'' are dynamically assigned to ''users'' in the context of each ''workflow'' See also ''[[Roles]]'' page for more information.
* ''.rptdesign'': extension for a file created by the ''BIRT designer'' component.

== S ==
* ''SACM'': abbreviation for ''service asset and Configuration management''.
* ''Sales contract'': see ''contract''.
* ''Sale role'': TBD.
* ''Sales role tarif'': TBD''.''
* ''Search context'': the definition of the scope where a search, with a '''Quick Search''' (available right on the top part of the itmSUITE® screen). ''Search contexts ''are of three types: preinstalled (and not modifiable), published by a ''manager'' or defined by a ''user''. ''Search contexts'' are listed next to the '''Quick Search''' command and their scope can be tailored on any part of itmSUITE®. See [[search context management]] page for more information.
* ''Self service'': see ''self service portal''.
* ''Self service category'': a part of the organization of the ''self service portal''. ''Self service categories'' may be defined for each ''self service topic'' and they appear as a tree on left side of the ''self service portal ''with a maximum two level of depth.
* ''Self service portal'': a functionality of itmSUITE® enabling ''users'' to quickly open ''tickets ''by browsing a structured presentation of the available ones. The levels of presentation are ''self service topics'' (highest level), ''self service category'' (intermediate level) and ''self service requests'' (lowest level). itmSUITE® makes it possible to define the visibility of data according to needs. See the [[self service portal]] page for more information.
* ''Self service request'': the lowest element for the structure of a ''self service portal''. For each ''self service category'' it is possible to define one or more ''self service requests''. ''Self service requests'' are configured to trigger the activation of a ''workflow'', also passing some initial settings to it.
* ''Self service topic'': a part of the organization of the ''self service portal''. ''Self service topics ''may be customized with icons and they appear in the upper part of the ''self service portal''. Their selection influences the visibility of ''self service categories''.
* ''Semaphore'': a metric which is used to monitor a particular aspect of the status of a'' project ''(''project semaphore'') or ''service'' (''service semaphore''). Threshold values shall be defined for each ''semaphore'' and are used in reports and messages where the status of a ''project'' is reported. Se the [[semaphores]] dedicated page for more information.
* ''Service'': a mean to provide value to customers by facilitating outcomes customers wants to achieve using resources and capabilities. For this purpose, in itmSUITE®, a set of entities, their attributes and related management functionalities are made available to the ''users ''which play a role in the delivery of the ''service''.
* ''Service activity'': an activity scheduled for a ''service''. This is one of the information managed by itmSUITE® <nowiki/>for a ''service''.
* ''Service asset and configuration management'': according to ''ITIL®'', the process responsible for ensuring that the assets required to deliver services are properly controlled, and that accurate and reliable information about those assets is available when and where it is needed. This information includes details of how the assets have been configured and the relationships between assets. Service asset and configuration management purpose and objectives are fully supported by the ''CMS'' ''module'' of itmSUITE®.
* ''Service catalogue'': TBD
* ''Service delivery'': see ''delivery''.
* ''Service desk:'' according to ''ITIL®, t''he single point of contact between the service provider and the users. A typical service desk manages incidents and service requests, and also handles communication with the users. itmSUITE® fully enables the implementation and management of a ''service desk''.
* ''Service desk and service management: ''one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Core modules#SM - Service Desk and Service Management|SM - Service Desk and Service Management]]. This ''module ''enables to manage ''services''.
* ''Service level'': according to ''ITIL®, a ''measured and reported achievement against one or more service level targets. The term is sometimes used informally to mean service level target. In itmSUITE® ''service levels'' can be defined and measured by means of the [[OCE - Service Level Management]] ''module''.
* ''Service level management'': according to ''ITIL®, t''he process responsible for negotiating achievable service level agreements and ensuring that these are met. It is responsible for ensuring that all ''IT service management processes'', operational level agreements and underpinning contracts are appropriate for the agreed ''service level'' targets. ''Service level management'' monitors and reports on service levels, holds regular service reviews with customers, and identifies required improvements. Several itmSUITE® ''modules'' support the implementation and management of the ''service level management'' process: [[OCE - Service Level Management]] supports the definition, calculation and use (e.g. in ''ticket'' lists or forms) of the ''service levels''; [[ItmSUITE® - Core modules#SM - Service Desk and Service Management|SM - Service Desk and Service Management]] supports the definition of processes to manage service reviews and service improvements; [[ItmSUITE® - Complementary modules#REP - Reporting Management|REP - Reporting Engine]] supports the monitoring and reporting of ''service levels''.
* ''Service manager'': this is a special ''role'' on a ''service'', automatically inheriting specific rights and visibility of data for it. In ''ITIL®'', this is a generic term for any manager within the service provider. Most commonly used to refer to a business relationship manager, a process manager or a senior manager with responsibility for IT services overall.
* ''Service provider'': TBD
* ''Service request'': according to ''ITIL®, ''a formal request from a user for something to be provided – for example, a request for information or advice; to reset a password; or to install a workstation for a new user. ''Service requests'' are managed by the ''request fulfilment'' process, usually in conjunction with the ''service desk''. A ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''. See [[Request Fulfilment]] page for more information on this configuration. ''Service requests'' should not be confused ''self service request'' although ''self service requests'' may often be a configured to instantiate ''service requests''.
* ''Service review'': a structured check of the status of a ''service ''where several information (''estimation'', progress, comments, etc.) are gathered and stored. These information may be used for ''service ''control (see [[semaphores]]).
* ''Service risk'': see ''risk''.
* ''Service semaphore'': see ''semaphore''.
* ''SG'': abbreviation for ''solution group''.
* ''Sm'': abbreviation for ''service manager''.
* ''SM'': abbreviation for ''service desk and service management.''
* ''Solution group'': see groups. A ''solution group'' is generally meant as a ''group'' dedicated to the resolution of ''incidents'' and/or ''problems''. ''Solution group'' is also named DSG2 (see also ''dynamic solution groups'').
* ''Solution group manager'': see ''group manager''.
* ''SRCS'': abbreviation for Self service Request Configuration System, see ''self service''.
* ''Standard change'': TBD
* ''Status'': TBD
* ''Superadmin'': a special ''user type''. A ''superadmin'' ''user'' is created with predefined access credentials when itmSUITE® is initially installed. The ''superadmin'' may: create new ''companies'', create other ''users'' (either ''superadmins'' or ''users'' with ''user type'' "Admin" enabled to configure the ''companies'' to which they are associated) and perform some key essential settings in order to enable other ''users'' to complete ''company'' configurations. For more information, have a look to the ''[[superadmin]]'' page.
* ''Suppliers'': a generic term that means a supplier providing services, resources and/or goods to a ''company''. itmSUITE® allows to manage ''supplier ''master data and ''supplier ''as an entity in ''workflows ''and ''modules''.
* ''Symbol'': in CMS context - TBD

== T ==
* ''Third solution group'': an alternative name for DSG3 (see ''dynamic solution groups'').
* ''Ticket'': term used to refer to an instance of a process managed through the ''workflow engine''.
* ''Ticket activity'': an activity scheduled to manage a ''ticket''.
* ''Ticket activities template'': a predefined and configured set of ''ticket activities'' in order to manage a ''ticket''.
* ''Ticket estimation'': a ''ticket'' estimation (budget, balance and estimation to complete) made for a ''ticket'' in its ''Estimation'' section.
* ''Ticket message template'': a predefined model which is used to create a ''message''. For example, this is used for the creation of ''messages'' from ''tickets''.
* ''Ticket type'': TBD
* ''Ticket worker'': a ''resource'' assigned to work on a specific ''ticket''. This is also a ''workflow'' related ''role''.
* ''Time zone'': the time zone of reference used to read date/time data which can be chosen by a ''resource'' (see ''personal preferences''). A time zone is set for the system and date/time values are converted and shown to the ''user'' according to the chosen ''time zone'' for the ''resource''. For more information see [[time zone management]] page.

* ''Timesheet'': a record corresponding to a declaration of work done. This work can be related to a ''project'' or a a ''service ''or to any detailed elements (such as ''project activities'', ''service activities'', or ''tickets'' or ''ticket activities'') of them.
* ''Timesheet attachment'': an attachment (document) related to a ''timesheet''. A ''timesheet attachment'' is generally used to document expenses.
* ''To do list'': TBD
* ''Transition'': see ''workflow transition''.
* ''Tuple'': TBD

== U ==
* ''User'': the login information which can be associated to one ''resource'' per ''company''. A ''resource'' with an active ''user'' can enter and use itmSUITE® according to the configured grants. Only a ''user'' can be associated with a ''resource'' per each ''company'' (''a'' user may be associated to different ''resources'' in different ''companies''). The association of a ''user'' to a ''resource'' is not mandatory. ''Users'' should have one or more ''user type''.
* ''User type'': there are different types of ''users'' ("Requester", "Resource", "Project/Service Manager", "Manager", "Admin" and "Superadmin"). one or more ''user types'' may be associated to a ''user''. The association of a ''user type'' also enables some related functionalities: see [[Users and resources]] and [[Roles]] pages for additional information.

== V ==
* VAT: TBD
* ''VCE'': abbreviation for ''Visual Condition Editor''.
* ''VCE condition'': a boolean expression defined with the ''Visual Condition Editor''.
* ''View'': is a preconfigured selectionof attributes and associated preferences (including a ''filter'') to list records for an itmSUITE® managed entity (e.g. ''projects'', ''services''). ''Views'' can be created and distributed to ''users''. See [[Views management]] page for more details.
* ''Visual Condition Editor'': TBD. See also ''[[visual condition editor]]'' page.
== W ==
* ''Workaround'': according to ''ITIL®, r''educing or eliminating the impact of an ''incident'' or ''problem'' for which a full resolution is not yet available – for example, by restarting a failed configuration item. ''Workarounds'' are documented in ''known error'' records. The ''known error management'' process is responsible for the life cycle of ''knonw errors''.
* ''Workflow'': a business process, made of a sequence of activities transforming inputs into outputs with the aim to achieve specific outcomes. With itmSUITE® it is possible to support the execution of ''workflows ''by means of the ''workflow engine''. See the ''[[Workflow engine]] ''page for more information.
* ''Workflow administrative status'': a field among those manageable for a ''workflow''. The field represents the administrative status of the ''workflow'' instance which, in turn, plays a role in the billing processes managed by the ''financial management'' module.

* ''Workflow cartridge'': the set of configuration settings which define the contents and execution of a ''workflow'' by means of the ''workflow engine''. See the ''[[Workflow engine]]'' page for more information.
* ''Workflow causal'': when transitioning from a ''workflow status'' to another it is possible to configure the ''workflow engine'' so that it requires or simply enables to specify the reason for the transition itself. This reason is known as ''workflow causal'' and it can be categorized using ''workflow causal types'' (e.g. all the possible workflow reasons to move from a source status to a closed status).
* ''Workflow causal type'': a categorization of ''workflow causal''.
* ''Workflow conditions'': Boolean expressions used to influence the visibility or possibility to edit ''workflow fields'' by ''users''. The Boolean expressions may take into consideration attributes of system entities (e.g. ''projects'', ''services'', ''tickets'', etc.).
* ''Workflow custom field'': see ''workflow fields''.
* ''Workflow engine'': the component of itmSUITE®, part of the [[ItmSUITE® - Core modules|SM - Service Desk and Service Management]] ''module'', which allows to configure and execute ''workflows''.See the ''[[Workflow engine]] ''page for more information.
* ''Workflow explorer'': TBD
* ''Workflow field'': a component of a ''workflow ''corresponding to a managed entity attribute which can be used in a ''workflow form''. ''Workflow fields'' can be of two types: "predefined" and "custom". Predefined ''workflow fields'' are pre installed and available for any ''workflow'' while custom ones can be specifically defined and managed for a ''workflow''.
* ''Workflow form'': TBD.
* ''Workflow form section'': TBD.

* ''Workflow operational status'': see ''workflow status''.
* ''Workflow notifications'': TBD.
* ''Workflow role'': see ''role''.
* ''Workflow status'': a condition of a ''workflow ''instance. ''Workflow statuses'' may be defined by the ''process owners ''and are of two types: "normal" and "legacy". TBD
* ''Workflow Activity Template Options'': Options at ''workflow'' level that enable different behaviour of ''Ticket activity'' in a ''Ticket''
* ''Workflow transition'': the rule allowing ''users'' to pass from a ''workflow status'' to another. Rights to execute ''workflow transitions'' are part of the ''workflow'' configuration.
* ''Workspace'': TBD

== X ==

== Y ==

== Z ==

[[category:Glossary]]

MediaWiki:Sidebar

2018-01-22T16:51:53Z

Maxime.sottini:

* SEARCH
* BASICS & CONFIGURATION
** Get started with itmSUITE®|Get started with itmSUITE®
** Get started with itmCLOUD®|Get started with itmCLOUD®
* CORE MODULES USE
** SM - Service Desk and Service Management|SM - Service Desk and Service Management
** PM - Project and Portfolio Management|PM - Project and Portfolio Management
** CMS - Configuration Management System|CMS - Configuration Management System
** DE - Discovery Engine|DE - Discovery Engine
* COMPLEMENTARY MODULES USE
** FM - Financial Management|FM - Financial Management
** OCE - Service Level Management|OCE - Service Level Management
** MS - Mobile Services|MS - Mobile Services
** DB - DashBoard|DB - DashBoard
** REP - Reporting|REP - Reporting
** EEM - External Event Manager|EEM - External Event Manager
** RE - Reconciliation Engine|RE - Reconciliation Engine
* ROADMAP
** VM - Visual Management|VM - Visual Management
* SERVICES
** Delivery|Delivery
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* RESOURCES
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* PRINT
** {{SERVER}}{{SCRIPTPATH}}/index.php/Special:Pdfprint?page={{PAGENAME}}|Download as PDF
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*SUPPORT
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** Glossary|Glossary
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* SPECIAL
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**Special:SpecialPages|Special pages

Log management

2017-11-05T21:18:34Z

Maxime.sottini:

itmSUITE® allows logging information ad different levels. This guide only refers to the loggin options at application level. Additional logging can be configured at middleware level (e.g. database or application server).

== System level logging ==
To access this level of logging information, it is required to log onto the system as ''[[Glossary|superadmin]]''. At this level, the information about the ''[[Glossary|administrators]]'' (only) connections to the system are available. To access them use '''''General/System/Access Log'''''. Note that the actual location of the functionality depends on ''[[Glossary|menu]]'' configuration (see the [[Menu management]] page for more information).

== Company level logging ==
To access this level of logging information, it is required to log onto the system as ''[[Glossary|administrator]]'' of a ''[[Glossary|company]]''. At this level, the information about the ''[[Glossary|users]]'' (of the ''[[Glossary|company]]'' only) connections to the system are available. To access them use '''''General/System/Access Log'''''. Note that the actual location of the functionality depends on ''[[Glossary|menu]]'' configuration (see the [[Menu management]] page for more information).

== Workflow level logging ==
TBC

== Configuration management system level logging ==
TBC

Log management

2017-11-05T21:16:40Z

Maxime.sottini:

itmSUITE® allows logging information ad different levels. This guide only refers to the loggin options at application level. Additional logging can be configured at middleware level (e.g. database or application server).

== System level logging ==
To access this level of logging information, it is required to log onto the system as ''[[Glossary|superadmin]]''. At this level, the information about the ''[[Glossary|administrators]]'' (only) connections to the system are available. To access them use '''''General/System/Access Log'''''. Note that the actual location of the functionality depends on ''[[Glossary|menu]]'' configuration (see the [[Menu management]] page for more information).

== Company level logging ==
To access this level of logging information, it is required to log onto the system as ''[[Glossary|administrator]]'' of a ''[[Glossary|company]]''. At this level, the information about the ''[[Glossary|users]]'' (of the ''[[Glossary|company]]'' only) connections to the system are available. To access them use '''''General/System/Access Log'''''. Note that the actual location of the functionality depends on ''[[Glossary|menu]]'' configuration (see the [[Menu management]] page for more information).

== Workflow level logging ==

== Configuration management system level logging ==

Menu management

2017-11-05T21:15:56Z

Maxime.sottini: Created page with "TBC"

TBC

Log management

2017-11-05T21:11:49Z

Maxime.sottini: /* System level logging */

Log management

2017-11-05T21:08:37Z

Maxime.sottini: Created page with "itmSUITE® allows logging information ad different levels. This guide only refers to the loggin options at application level. Additional logging can be configured at middlewar..."

Workflow configuration steps - Unique workflow key

2017-11-05T20:36:20Z

Maxime.sottini:

This form/tab allows to define a unique key for a ''[[Glossary|workflow]]''. This means that no two instances of the same ''[[Glossary|workflow]]'' (i.e. ''[[Glossary|tickets]]'') may have the same values for the elements which defines the unique key.

To define a unique key, just add all the ''[[Glossary|workflow fields]]'' that shall be part of it.

Workflow configuration steps - Unique workflow key

2017-11-05T20:34:25Z

Maxime.sottini: Created page with "This form/tab allows to define a unique key for a ''workflow''. This means that no two instances of the same ''workflow'' (i.e. ''[[Glossary|tickets]..."

Glossary

2017-11-05T20:31:32Z

Maxime.sottini: /* T */

{{Index}}
{{clear}}

Below is a list of terms and definitions used in this documentation.

== A ==
* ''Access management:'' according to ''ITIL®, t''he process responsible for allowing users to make use of IT services, data or other assets. Access management helps to protect the confidentiality, integrity and availability of assets by ensuring that only authorized users are able to access or modify them. Access management implements the policies of information security management and is sometimes referred to as rights management or identity management. In itmSUITE®, the typical activities required by ''access management'' can be dealt through ''service requests'' or ''changes''.
* ''Action'': TBD
* ''Action engine'': TBD
* ''Active channel'': TBD
* ''Admin'': a special ''user type''. The ''admin'' may: perform basic configuration and create other ''users'' for the administered ''company.'' For more information, have a look to the ''[[admin]]'' page.
* ''Administrator'': resource with ''Admin'' characteristics
* ''Admin kit'': TBD
* ''Application language'': one of the languages for which itmSUITE® makes available the user interface (forms to interact and messages). See also ''business languages'' and [[Multi language]] management.
* ''Application level role'': see ''role''.
* ''ASM'': abbreviation for ''asset management''.
* ''ASM view'': a view, defined by a list of columns, which is used to list ''configuration items''.
* ''Asset'': any element, physical or virtual, which can contribute to the successful management of the business area supported by itmSUITE®. An asset can be, for example, a PC, a printer, a software component, a table a machine, etc.
* ''Asset management:'' one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Complementary modules#ASM - Asset Management|ASM - Asset Management]]. It allows to manage ''assets'', It can also refer to the asset management process according to the context. TBC.....
* ''Attribute'': a ''configuration item'' information (e.g. its name, location, date of purchase, etc.).

== B ==
* ''Balance'': TBD
* ''BaseDN'': TBD
* ''Baseline'': see ''configuration baseline''.
* ''Billing'': a feature, part of the ''[[ItmSUITE® - Core modules#FM - Financial Management|FM - Financial Management]]'' ''module, ''enabling the possibility to create ''invoices'' based on ''timesheets'' or predefined amounts related, or not, to a ''delivery''.
* ''Billing schedule'': a tranche of a ''sales contract'' to be invoiced. The billing schedule may be dependent or not on ''[[glossary|deliveries]]''.
* ''Binding layer'': a graphical frame used in the [[ItmSUITE® - Core modules#CMS - Configuration Management System|CMS - Configuration Management System]] ''module. ''For any object placed in it the relationships between the objects placed and the objects represented by the frame are automatically created. So, for example, a ''binding layer'' may represent an IT service and may be configured to generate the 'is component' relationships with the objects placed in it (e.g. a server is component of the IT service). ''Binding layers'' simplify the management and building of a ''CMS''.
* ''Budget'': TBD
* ''Business language:'' a language used by the itmSUITE® users to communicate within the business processes. See also ''application languages'' and [[Multi language]] management.
* ''BIRT'': an open source software project that provides the BIRT technology platform to create data visualizations and reports that can be embedded into rich client and web applications. The itmSUITE® [[ItmSUITE® - Complementary modules#REP - Reporting Management|REP - Reporting Engine]] allows exactly this embedding. For further information, visit the [http://eclipse.org/birt/about/ BIRT website].
* ''BIRT designer'': one of the two key components of ''BIRT ''allowing to create new reports which can be embedded in itmSUITE®.
* ''BIRT engine'': the component of ''BIRT'' which allows the execution and rendering of reports created through the ''BIRT designer ''and embedded in itmSUITE® as ''.rptdesign'' files.

== C ==
* ''CAB'': abbreviation for ''change advisory board''.
* ''Change:'' according to ''ITIL®'', a ''change'' is the addition, modification or removal of anything that could have an effect on IT services. ''Changes'' are managed through the ''change management'' process and a ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''.
* ''Change advisory board'': TBD
* ''Change authority'': TBD
* ''Change management'': according to ''ITIL®,'' the process responsible for controlling the life cycle of all ''changes'', enabling beneficial changes to be made with minimum disruption to IT services. A ''workflow cartridge''is is made available for the ''SM module ''which supports the execution of the ''change management'' process according to the guidelines provided by ''ITIL® ''and ''ISO/IEC 20000''.
* ''CI'': abbreviation for ''configuration item''.
* ''Client'': a generic term that means a customer, the business or a business customer. itmSUITE® allows to manage ''client'' master data and ''client'' as an entity in ''workflows'' and ''modules''.
* ''CMS'': abbreviation for Configuration Management System.
* ''CMS DB'': TBD
* ''CMS fat client'': a desktop application which enables to access ''CMS'' administration and reporting functionalities. See [[CMS fat client]] page for more information.
* ''CMS server'': TBD
* ''CMS web client'': a browser accessible application which enables to access and update ''CMS'' contents.
* ''Closure cause'': TBD.
* ''Company'': a business organization (legal entity or simply a business unit or a department) which is defined and used for the aim of segregating data. itmSUITE® is natively multi tenancy, meaning it allows to manage different ''companies'' in the same application instance. Only ''users ''login information (including the associated ''roles'') and ''super admin ''may be cross ''companies ''while all the other information are managed at ''company ''level.
* ''Company calendar'': see ''company working days calendar''.
* ''Company working days calendar'': the calendar specifying the working days and time for a specific ''company''.
* ''Component: ''abbreviation for ''dashboard component''.
* ''Configuration baseline'': TBD.
* ''Configuration exploration'': a specific itmSUITE® functionality making possible, starting from a ''configuration item'', to analyse and graphically represent the relationship of it with other ''configuration items''. The number of levels and the scope of the exploration are defined at launch time. ''Configuration exploration'' is available if ''CMS'' ''module'' is installed. See also [[Configuration exploration]] page for more information.
* ''Configuration item'': a specific type of ''asset ''which contributes to the delivery of an IT service.
* ''Configuration management'': see ''service asset and configuration management''.'' ''
* ''Configuration management database'': (CMDB) organized repository of all elements of IT structure which undergo the configuration management process.
* ''Configuration management system'': a set of tools, data and information that is used to support service asset and configuration management. A dedicated ''module'' of ItmSUITE®, [[ItmSUITE®_-_Core_modules#CMS - Configuration Management System|CMS - Configuration Management System]], is dedicated to this.

* ''Contact'': a referent person related to a ''client ''or a ''supplier ''and his/her information.
* ''Contract'': generally, a legally binding agreement between two or more parties. itmSUITE® allows to manage ''contracts ''master data and ''contracts ''as an entity in various ''modules ''and functionalities. Contracts may be of two types:''sales contracts ''(with ''clients'') and ''purchase contracts ''(with ''suppliers'').''Purchase contracts ''are also often used to manage standard internal cost for ''resources''. This is an example of their flexible use, often for agreements which are not legally binding. ''Contracts'' management is made available only if the [[FM - Financial Management]] ''module'' is active.
* ''Cost occurrence'': an actual cost which is recorded for a ''service ''and, optionally, for a ''ticket'' (therefore a process instance, such as a specific ''change'').

* ''Cost occurrence dimension'': the type of ''cost occurrence''. Two alternative are possible: "Balance" or "Confirmed". The exact meaning is a convention. "Balance" may refer to an order confirmation while "Confirmed" to the actual occurrence of the cost (e.g. goods delivery).
* ''Creator'': the ''user'' who creates a ''ticket''.
* ''Credit note'': a form or letter sent by a seller to a buyer, stating that a certain amount has been credited to the buyer's. A ''credit note'' is issued in various situations to correct a mistake, such as when an invoice amount is overstated, correct discount rate is not applied, etc. itmSUITE® allows to issue and manage ''credit notes'' within the [[FM - Financial Management]] ''module''.
* ''Custom field'': see ''workflow custom field''.
* ''Custom time ranges'': these are definitions of time frames. These can be used in several other functionalities, for example by the ''self service configuration system''.

== D ==
* ''DashBoard'': TBD the dashboard ''module''.
* ''Dashboard'': TBD (the elements managed by the DB module).
* ''Dashboard component'': an object, e.g. graphic, which can be included in a ''dashboard''.
* ''Data source'': is a name given to the connection set up to a database. In the context of ''workflow'' management this refers to the a set of data which is used to populate a ''workflow custom field''.
* ''DB'': abbreviation for ''DashBoard''.
* ''DE'': abbreviation for ''discovery engine''.
* ''Decision matrix'': a rule which makes it possible to calculate the value of a target ''ticket'' ''workflow field'' based on the value of two other influencing (driving) ''workflow fields''.
* ''Delivery'': an expected output of a'' [[glossary|project]]'' or ''[[glossary|service]]'', whether tangible or intangible.
* ''Delivery type'': TBD.
* ''Demand management: ''the process enabling the clients (and their delegated users) of services (e.g. IT services) to ask for new services or changes to those existing. The process includes the analysis and authorization steps needed to authorize the request and activate the fulfilment process (generally managed by means of ''change management'' or ''request fulfilment'' processes). '''NOTE''': this given definition of ''demand management'' is typical of some contexts (IT management in some countries) and does not fully match the ''ITIL®'' one nor the one commonly accepted in some business contexts (a planning methodology used to manage and forecast the demand of products and services). A ''workflow cartridge ''is made available for the ''SM module ''which supports the execution of the ''demand management ''process. See [[Demand Management]] page for more information on this configuration.
* ''Deployment change'': TBD
* ''Deployment change management'': TBD
* ''Discovery engine'': one of the ''modules'' of itmSUITE®. The full name of it is [[ItmSUITE® - Core modules#DE - Discovery Engine|DE - Discovery Engine]]. By installing its agents on IT components, it allows to gather information on hardware, software components and their relationships. The result of the discoveries may be imported in the ''CMS''.
* ''Dynamic solution group'': it is a ''workflow field'' (therefore used in ''tickets'') which contains a list of ''groups''. ''Dynamic solution groups'' are currently 6: DSG1 (also named ''master solution group''), DSG2 (also named ''solution group''), DSG3 (also named "third solution group", DSG4, DSG5 and DSG6.
* ''Document'': TBD
* ''Document position'': a logical repository area where ''documents'' can be stored. The logical repository areas are: "Project", "Timesheet Record", "Milestone", "Purchase Contract", "Sale Contract", "Resource", "Cost Occurence", "Delivery", "Ticket", "Service" and "Invoice/Credit Note".
* ''DSG'': abbreviation for ''dynamic solution group''.

== E ==
* ''EAC'': abbreviation for ''estimation at completion''.
* ''Earn'': TBD
* ''Earned value'': TBD
* ''EEM:'' abbreviation for ''external event management''.
* ''Estimation'': an overall economic evaluation of a ''service'' or ''project'' or a related to a specific ''ticket'' (process instance). The ''estimation'' may include the following types of costs: effort related (deriving from ''timesheets'' work declarations and associated ''purchase contracts''), expenses related (deriving from expenses declared in ''timesheets'' and the applicable ''purchase contracts'') and cost items related (deriving from specific cost elements such as investments or services). The evaluation may include three cost dimensions: budget, balance and forecast (budget + balance) at a specific ''estimation period''.
* ''Estimation at completion'': TBD
* ''Estimation competence period'': the ''estimation'' can be split in time frames (''estimation competence periods'') for which it is possible to view and update data. The ''estimation competence periods'' can be: the overall ''project'' or ''service'', years or months.
* ''Estimation period'': the date at which all costs of an ''estimation'' are evaluated.
* ''Estimation repository'': the logical repository where ''estimations'' related to ''projects'' or ''services'' (not those related to ''tickets'') can be saved and from where they can be later loaded.
* ''Estimation to completion'': TBD
* ''ETC'': abbreviation for ''estimation to completion''.
* ''External event management: ''one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Complementary modules#EEM - External Event Management|EEM - External Event Management]]. It facilitates the integration of events occurring in systems external to itmSUITE® with the functionalities of itmSUITE® itself or vice versa (e.g. the opening of an itmSUITE® ''ticket'' based on the content of an incoming email).
* ''Event type'': predefined types of occurring activities or outcomes in the domain of itmSUITE®. Examples of ''event types'' are the following: change of the status of a ''ticket activity'', assignment of a ''project activity'' to a ''resource'', a change of status of a ''ticket'', etc. ''Event types'' are associated to an ''event type template'' and sent according to the specified schedule (''notification''). See also [[Notifications management]] page.

* ''Event type template'': the message template (an html file) related to an ''event type'' which is used when a notification for the ''event type'' is triggered. For more information on how to edit this type of file, see also [[Notifications management]] page.
* ''Exploration'': see ''configuration exploration''.

== F ==
* ''Filter'': it is a set of selection criteria to be applied to a ''view''. ''Filters'' can be created and distributed to ''users''. See [[Filter management]] page for more details.
* ''Field'': see ''workflow field''.
* ''Financial management:'' one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Complementary modules#FM - Financial Management|FM - Financial Management]]. It allows to manage financial aspects (budget, balance data and forecasting) of ''projects'', ''services'' and their related entities (''project activities'', ''tickets'', and ''ticket activities'').
* ''FM:'' abbreviation for ''financial management''.
* ''Form section'': see workflow form section.

== G ==
* ''Grant'': a permission given to a ''role'' to view a specific ''workflow field''. ''Grants'' are given for specific ''workflow statuses'' in the context of ''workflow'' configuration.
* ''Grid mode'': a component which allows to manage records of data in a way similar to what happens in a spreadsheet. See [[grid mode]] for more information on the features and use of this component.
* ''Grid search'': TBD
* ''Group'': a team of people but also one of the ''workflow ''related ''roles.''For example,'' groups ''can be used to assign ''tickets ''and ''ticket activities''.
* ''Group manager'': the resource coordinating or responsible for a'' group''.

== H ==
''Help editor'': TBD.

== I ==
* ''Impact analysis'': a functionality of ''CMS''. Starting from a ''configuration item'','' ''it allows to find the impact of its failure on other ''configuration items'' of type IT service.
* ''Impact chain'': TBD.
* ''Incident:'' according to ''ITIL®'', an ''incident'' is an unplanned interruption to an IT service or reduction in the quality of an IT service. Failure of a configuration item that has not yet affected service is also an incident – for example, failure of one disk from a mirror set. ''Incidents'' are managed through the ''incident management'' process and a ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''.
* ''Incident management'': according to ''ITIL®, ''the process responsible for for managing the lifecycle of all ''incidents''. ''Incident management'' ensures that normal service operation is restored as quickly as possible and the business impact is minimized. A ''workflow cartridge ''is made available for the ''SM module ''which supports the execution of the ''incident management ''process according to the guidelines provided by ''ITIL® ''and''ISO/IEC 20000''. See [[Incident Management]] page for more information on this configuration.
* ''Invoice'': a commercial document issued by a seller to a buyer. It identifies both the trading parties and lists, describes, and quantifies the items sold, prices, discounts (if any), etc. itmSUITE® allows to issue and manage ''invoices ''within the [[FM - Financial Management]] ''module''.
* ''Invoice attachment'': an attachment related to a specific ''invoice'', specifying the activities and or expenses included to which the ''invoice'' refer. ''Invoice attachments'' may be automatically generated during the billing process. See also ''billing'' and ''invoice''.
* ''ISO/IEC 20000'': an international standard for the quality of ''IT service management''. See also the [http://www.iso.org/ ISO website] for more information.
* ''ITIL®'': a set of best-practice publications for ''IT service management''. Owned by Axelos limited, ''ITIL®'' gives guidance on the provision of quality IT services and the processes, functions and other capabilities needed to support them. The ''ITIL®'' framework is based on a service lifecycle and consists of five lifecycle stages (service strategy, service design, service transition, service operation and continual service improvement), each of which has its own supporting publication. See also the ''ITIL® ''[http://www.itil-officialsite.com official site] for more information. ''ITIL® ''is a registered trade mark of Axelos limited.
* ''itmSUITE'': TBD
* ''IT Service Management'': the implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate mix of people, process and information technology.

== K ==
* ''Key business entity'': one of the key entities managed by itmSUITE® (''resources'', ''projects'', ''timesheets'', ''tickets'', etc.).
* ''Knowledge'': is one of the ''entities related to ''workflow engine''. See the ''[[Workflow engine]]'' page for more information.
* ''Knowledge Portal'': TBD.
* ''Known error'': a ''problem'' that has a documented root cause and/or a ''workaround''. The ''known error management'' process is responsible to manage ''known errors'' lifecycle. ''Known errors'' are typically used to provide (by publishing) ''workarounds'' to ''service'' users until a final solution for the underlying ''problem'' is not found.
* ''Known error management'': the process responsible of managing the life cycle of ''known errors''. A ''workflow cartridge ''is made available for the ''SM module ''which supports the execution of the ''incident management ''process according to the guidelines provided by ''ITIL® ''and ''ISO/IEC 20000''. See [[Known Error Management]] page for more information on this configuration.
* ''KPI'': Key Performance Indicator, TBD

== L ==
* ''LDAP'': TBD
* ''License'': the activation key enabling the use of itmSUITE® ''modules'' by ''users''. The ''license'' articulation is per ''module'' and per ''user type''. View the [[License]] details page for more information.
* ''List mode'': TBD non EJS mode, see also ''grid mode''.
* ''Log info'': the information about the access of ''users'' to itmSUITE® automatically recorded by the system. See [[Log management]] page for more info.

== M ==
* ''Manager'': a ''user'' with associated ''user type'' "Manager". A ''manager'' can configure ''company'' master data according to the privileges set in ''MURM''. Furthermore, he/she is automatically associated to the static ''role'' "Manager" which can be used in ''workflows'' and ''projects'' configurations.
* ''Manager row'': data for a'' timesheet'' corresponding to what a ''manager'' approves (usually corresponding to'' company'' billable values).
* ''Master data'': the set of data agreed and shared across itmSUITE® which supports the management of the ''key business entities''. For the list of ''master data'' tables refer to [[ItmSUITE® - Cross master data configuration|cross master data configuration]].
* ''Matrix timesheet'': TBD
* ''MB'': abbreviation for ''message bus''.
* ''MDMM (Master Data Management Matrix)'': the functionality which allows to manage grants for the records of some master data. See [[MDMM management]] page for more details.
* ''Master solution group'': a dynamic ''workflow role'' (e.g. used to define rights for ''workflow transitions'' or ''workflow fields''). The ''workflow field'' Master Solution Group let define the ''master solution group'' among available ''solution groups'' and this assignment can be done for each ''ticket'' instance. ''Master solution group'' is also named DSG1 (see ''dynamic solution groups'').
* ''Menu'': a link to a management functionality of itmSUITE®. These links are provided on the left of the itmSUITE® screen and changes according to the privileges and the configuration of their visibility. See the [[Menu management]] page for more information.
* ''Message'': a communication, caracterized by a subject, content, recipient(s) and, optionally, attachment(s) which can be sent through itmSUITE® ''message system'' to ''users'' or external recipients (in such a case the communication is sent through an email service). The ''message'' can also be based on a'' ticket message template''. See the [[Message system]] page for more information.
* ''Message bus'': TBD
* ''Message system'': one of the technical component of itmSUITE®, the ''message system'' is the engine dispatching all the messages automatically or manually generated within the system. The ''message system'' has a user interface which allows to receive and send messages and it can be synchronized with external mailing systems. See the [[Message system]] page for more information.
* ''Message template'': TBD.
* ''Metric'': TBD.
* ''Module'': one of the components of itmSUITE® which makes avaiable a specific sets of functionalities. ''Modules'' may be core or complementary. Core modules can be installed and activated autonomously. Complementary ''modules'' require the presence of at least one core ''module''. For a list of core modules and a description of their features refer to [[itmSUITE® - Core modules]]. For a list of complementary modules and a description of their features refer to [[itmSUITE® - Complementary modules]].
* ''Model'': a set of ''configuration items'' and their ''relationship'' represented according to specific modelling conventions which includes the definition of the entities, relationship types among them and graphical appearance.
* ''Monitoring system configuration'': TBD
* ''MSC'': abbreviation for ''monitoring system configuration''.
* ''MSG'': abbreviation for ''master solution group''.
* ''MURM'' (Managers User Rights Management); the functionality used to grant rights for ''managers''. This functionality can be accessed from '''''General/Company/MURM'''''.

== N ==
* ''NTLM'': TBD
* ''News'': they are broadcast communications relevant for the ''users'' or part of the ''users'' of itmSUITE®. The system makes available a management system to broadcast ''news'' to the target audience and for specific time frames. See [[News management]] page for more information.
* ''News management'': TBD

* ''Notification'': the configured schedule to communicate the ''event type template'' message related to an ''event type''. ''Notifications'' are sent via the itmSUITE® ''message system''. See also [[Notifications management]] page.

== O ==
* ''Object'': in [[ItmSUITE® - Core modules#CMS - Configuration Management System|CMS - Configuration Management System]] context, an element which can be used to represent an ''asset'' or a ''configuration item''.
* ''Objective'': objective characterized by a metric and targets which can be set and calculated by means of the ''OCE'' ''module''. They can be typically used in order to manage service levels.
* ''Objectives calculation engine'': a complementary module of itmSUITE®. The full name of it is [[OCE - Service Level Management]]. This ''module'' enables to manage ''service levels'' for ''service'' and ''projects''.
* ''OCE'': abbreviation for ''objectives calculation engine''.
* ''Organizational unit'': the representation of the organizational structure of a ''client''. Levels of the organization can be defined by means of tree nodes and ''clients'<nowiki/>'' associated ''resources'' can be related to each. The ''service provider''' s organization can be mapped by using a fictitious ''client''.
* ''OU'': abbreviation for''organizational unit''.

== P ==
* ''Passive channel'': TBD
* ''PBS'': see ''product breakdown structure''.
* ''Percentage complete'' (''% complete''): TBD
* ''Personal preferences'': the set of ''user''<nowiki/>'s preferences concerning the use of itmSUITE® which can be managed by the ''user''. See the [[Personal options|Personal preferences]] page for more details.
* ''PFD'': see product flow diagram.
* ''Planned % complete'': TBD
* ''Pm'': abbreviation for ''project manager''.
* ''PM'': abbreviation for ''project and portfolio management''.
* ''PM row'': data for a ''timesheet'' corresponding to what the ''project manager'' or ''service manager'' approves (the ''company'' cost).
* ''Portfolio analysis'': TBD report
* ''Portfolio gantt'': TBD
* ''Problem: ''according to ''ITIL®'', a ''problem'' is a cause of one or more ''incidents''. The cause is not usually known at the time a ''problem'' record is created, and the ''problem management'' process is responsible for further investigation. ''Problems'' are managed via the ''problem management'' process and a ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''.
* ''Problem management'': according to ''ITIL®, ''the process responsible for managing the lifecycle of all ''problems''. ''Problem management'' proactively prevents ''incidents'' from happening and minimizes the impact of ''incidents'' that cannot be prevented. A ''workflow cartridge ''is made available for the ''SM module ''which supports the execution of the ''problem management ''process according to the guidelines provided by ''ITIL® ''and ''ISO/IEC 20000''.
* ''Process owner'': TBD
* ''Product'': this is any product or service provided by the ''company'' internally or to its clients. itmSUITE® allows to manage ''product ''master data ''product'' as an entity in ''workflows ''and ''modules''.See also [[ItmSUITE® - Introduction to basic configuration|Introduction to basic configuration]] page for ''products'' configuration.

* ''Product breakdown structure'': a hierarchy of all the ''deliveries'' to be produced during a ''project'' or ''service''.
* ''Product flow diagram'': a diagram showing the sequence of production and interdependencies of the ''deliveries'' listed in a ''product breakdown structure''.
* ''Project'': a temporary organization that is created for the purpose of delivering one or more business products according to an agreed Business Case. For this purpose, in itmSUITE® a set of entities, their attributes and related management functionalities are made available to the'' users'' which play a role in the ''project''.
* ''Project activity'': an activity scheduled for a ''project''. This is one of the information managed by itmSUITE[[ItmSUITE® - Core modules|®]] for a ''project''.
* ''Project activity type'': a categorization for ''project activities''.
* ''Project and portfolio management'': one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Core modules#PM - Project and Portfolio Management|PM - Project and Portfolio Management]]. This ''module'' enables to manage ''projects'' and portfolios of ''projects''.
* ''Project currency'': TBD.
* ''Project delivery'': see ''delivery''.
* ''Project explorer'': TBD (CMS context)
* ''Project issue'': TBD
* ''Project manager'': this is a special role on a ''project'', automatically inheriting specific rights and visibility of data for it.
* ''Project milestone'': a structured check of the status of a ''project'' where several information (''estimation'', progress, comments, etc.) are gathered and stored. These information may be used for ''project'' control (see [[semaphores]]).
* ''Project off-specs'': TBD
* ''Project portfolio'': TBD
* ''Project RFC'': TBD
* ''Project risk'': see ''risk''.
* ''Project semaphore'': see ''semaphore''.
* ''Purchase contract'': see ''contract''.

== Q ==

== R ==
* ''RE'': abbreviation for ''reconciliation engine''.
* ''REP: ''abbreviation for ''reporting management''.
* ''Reconciliation'': a process performed by the ''reconciliation engine'' which allows to import information from a data source into the ''CMS'' in a controlled way (deciding which information for which ''configuration item'' to import).
* ''Reconciliation engine: ''one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Complementary modules#RE - Reconciliation Engine|RE - Reconciliation Engine]]. This ''module ''enables the ''reconciliation'' process.
* ''RfC'': abbreviation for ''Request for Change''.
* ''Relationship'': a relationship between two ''configuration items''.
* ''Release'': according to ''ITIL®'', one or more ''changes'' to an IT service that are built, tested and deployed together. A single release may include ''changes'' to hardware, software, documentation, processes and other components. ''Releases'' are managed through the ''release and deployment management'' process and a ''workflow cartridge'' is made available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''.
* ''Release and deployment management: ''according to ''ITIL®'', the process responsible for planning, scheduling and controlling the build, test and deployment of ''releases'', and for delivering new functionality required by the business while protecting the integrity of existing ''services''. A ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''. See [[Release Management]] page for more information on this configuration.
* ''Release management'': see ''release and deployment management''.
* ''Report'': a report generated with ''reporting management''.
* ''Reporting management: ''one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Complementary modules#REP - Reporting Management|REP - Reporting Engine]]. This modules enables to define and embed new reports in addition to those predefined in itmSUITE®.
* ''Report template'': TBD
* ''Request'': see ''self service request''.
* ''Request for Change'': TBD.
* ''Request fulfilment: ''according to ''ITIL®, t''he process responsible for managing the lifec ycle of all ''service requests''. A ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''. See [[Request Fulfilment]] page for more information on this configuration.
* ''Resource'': term used to refer to a human resource and his/her associated information managed in itmSUITE®. A ''resource'' may or may not have an account and, therefore, be a ''user''.
* ''Resource row'': data for a ''timesheet'' corresponding to what declared by the ''resource''.
* ''Resolution cause'': TBD
* ''Risk'': an uncertain event or set of events that, should it occur, will have an effect on the achievement of objectives. A risk is measured by a combination of the probability of a perceived threat or opportunity occurring, and the magnitude of its impact on objectives. Risks can be managed for ''[[glossary|projects]]'' and ''[[glossary|services]]'' in the ''Issues/Risks'' tab.
* ''Role'': a usage profile determining ''user''<nowiki/>'s rights on data and functionalities. More than a ''role'' may be associated to a ''user''. ''Roles'' are distinguished in ''application level'' ''roles'', ''projects'' and ''services'' related ''roles'', ''workflows'' related'' roles. Application level'' ''roles'' are set at ''user''<nowiki/>'s level and related to the available ''licenses'' (they determine the number of users who may be activated). ''Project'' and ''service'' roles are dynamically assigned to ''users'' in the context of each ''project'' or ''service''. ''Workflows roles'' are dynamically assigned to ''users'' in the context of each ''workflow'' See also ''[[Roles]]'' page for more information.
* ''.rptdesign'': extension for a file created by the ''BIRT designer'' component.

== S ==
* ''SACM'': abbreviation for ''service asset and Configuration management''.
* ''Sales contract'': see ''contract''.
* ''Sale role'': TBD.
* ''Sales role tarif'': TBD''.''
* ''Search context'': the definition of the scope where a search, with a '''Quick Search''' (available right on the top part of the itmSUITE® screen). ''Search contexts ''are of three types: preinstalled (and not modifiable), published by a ''manager'' or defined by a ''user''. ''Search contexts'' are listed next to the '''Quick Search''' command and their scope can be tailored on any part of itmSUITE®. See [[search context management]] page for more information.
* ''Self service'': see ''self service portal''.
* ''Self service category'': a part of the organization of the ''self service portal''. ''Self service categories'' may be defined for each ''self service topic'' and they appear as a tree on left side of the ''self service portal ''with a maximum two level of depth.
* ''Self service portal'': a functionality of itmSUITE® enabling ''users'' to quickly open ''tickets ''by browsing a structured presentation of the available ones. The levels of presentation are ''self service topics'' (highest level), ''self service category'' (intermediate level) and ''self service requests'' (lowest level). itmSUITE® makes it possible to define the visibility of data according to needs. See the [[self service portal]] page for more information.
* ''Self service request'': the lowest element for the structure of a ''self service portal''. For each ''self service category'' it is possible to define one or more ''self service requests''. ''Self service requests'' are configured to trigger the activation of a ''workflow'', also passing some initial settings to it.
* ''Self service topic'': a part of the organization of the ''self service portal''. ''Self service topics ''may be customized with icons and they appear in the upper part of the ''self service portal''. Their selection influences the visibility of ''self service categories''.
* ''Semaphore'': a metric which is used to monitor a particular aspect of the status of a'' project ''(''project semaphore'') or ''service'' (''service semaphore''). Threshold values shall be defined for each ''semaphore'' and are used in reports and messages where the status of a ''project'' is reported. Se the [[semaphores]] dedicated page for more information.
* ''Service'': a mean to provide value to customers by facilitating outcomes customers wants to achieve using resources and capabilities. For this purpose, in itmSUITE®, a set of entities, their attributes and related management functionalities are made available to the ''users ''which play a role in the delivery of the ''service''.
* ''Service activity'': an activity scheduled for a ''service''. This is one of the information managed by itmSUITE® <nowiki/>for a ''service''.
* ''Service asset and configuration management'': according to ''ITIL®'', the process responsible for ensuring that the assets required to deliver services are properly controlled, and that accurate and reliable information about those assets is available when and where it is needed. This information includes details of how the assets have been configured and the relationships between assets. Service asset and configuration management purpose and objectives are fully supported by the ''CMS'' ''module'' of itmSUITE®.
* ''Service catalogue'': TBD
* ''Service delivery'': see ''delivery''.
* ''Service desk:'' according to ''ITIL®, t''he single point of contact between the service provider and the users. A typical service desk manages incidents and service requests, and also handles communication with the users. itmSUITE® fully enables the implementation and management of a ''service desk''.
* ''Service desk and service management: ''one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Core modules#SM - Service Desk and Service Management|SM - Service Desk and Service Management]]. This ''module ''enables to manage ''services''.
* ''Service level'': according to ''ITIL®, a ''measured and reported achievement against one or more service level targets. The term is sometimes used informally to mean service level target. In itmSUITE® ''service levels'' can be defined and measured by means of the [[OCE - Service Level Management]] ''module''.
* ''Service level management'': according to ''ITIL®, t''he process responsible for negotiating achievable service level agreements and ensuring that these are met. It is responsible for ensuring that all ''IT service management processes'', operational level agreements and underpinning contracts are appropriate for the agreed ''service level'' targets. ''Service level management'' monitors and reports on service levels, holds regular service reviews with customers, and identifies required improvements. Several itmSUITE® ''modules'' support the implementation and management of the ''service level management'' process: [[OCE - Service Level Management]] supports the definition, calculation and use (e.g. in ''ticket'' lists or forms) of the ''service levels''; [[ItmSUITE® - Core modules#SM - Service Desk and Service Management|SM - Service Desk and Service Management]] supports the definition of processes to manage service reviews and service improvements; [[ItmSUITE® - Complementary modules#REP - Reporting Management|REP - Reporting Engine]] supports the monitoring and reporting of ''service levels''.
* ''Service manager'': this is a special ''role'' on a ''service'', automatically inheriting specific rights and visibility of data for it. In ''ITIL®'', this is a generic term for any manager within the service provider. Most commonly used to refer to a business relationship manager, a process manager or a senior manager with responsibility for IT services overall.
* ''Service provider'': TBD
* ''Service request'': according to ''ITIL®, ''a formal request from a user for something to be provided – for example, a request for information or advice; to reset a password; or to install a workstation for a new user. ''Service requests'' are managed by the ''request fulfilment'' process, usually in conjunction with the ''service desk''. A ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''. See [[Request Fulfilment]] page for more information on this configuration. ''Service requests'' should not be confused ''self service request'' although ''self service requests'' may often be a configured to instantiate ''service requests''.
* ''Service review'': a structured check of the status of a ''service ''where several information (''estimation'', progress, comments, etc.) are gathered and stored. These information may be used for ''service ''control (see [[semaphores]]).
* ''Service risk'': see ''risk''.
* ''Service semaphore'': see ''semaphore''.
* ''SG'': abbreviation for ''solution group''.
* ''Sm'': abbreviation for ''service manager''.
* ''SM'': abbreviation for ''service desk and service management.''
* ''Solution group'': see groups. A ''solution group'' is generally meant as a ''group'' dedicated to the resolution of ''incidents'' and/or ''problems''. ''Solution group'' is also named DSG2 (see also ''dynamic solution groups'').
* ''Solution group manager'': see ''group manager''.
* ''SRCS'': abbreviation for Self service Request Configuration System, see ''self service''.
* ''Standard change'': TBD
* ''Status'': TBD
* ''Superadmin'': a special ''user type''. A ''superadmin'' ''user'' is created with predefined access credentials when itmSUITE® is initially installed. The ''superadmin'' may: create new ''companies'', create other ''users'' (either ''superadmins'' or ''users'' with ''user type'' "Admin" enabled to configure the ''companies'' to which they are associated) and perform some key essential settings in order to enable other ''users'' to complete ''company'' configurations. For more information, have a look to the ''[[superadmin]]'' page.
* ''Suppliers'': a generic term that means a supplier providing services, resources and/or goods to a ''company''. itmSUITE® allows to manage ''supplier ''master data and ''supplier ''as an entity in ''workflows ''and ''modules''.
* ''Symbol'': in CMS context - TBD

== T ==
* ''Third solution group'': an alternative name for DSG3 (see ''dynamic solution groups'').
* ''Ticket'': term used to refer to an instance of a process managed through the ''workflow engine''.
* ''Ticket activity'': an activity scheduled to manage a ''ticket''.
* ''Ticket activities template'': a predefined and configured set of ''ticket activities'' in order to manage a ''ticket''.
* ''Ticket estimation'': a ''ticket'' estimation (budget, balance and estimation to complete) made for a ''ticket'' in its ''Estimation'' section.
* ''Ticket message template'': a predefined model which is used to create a ''message''. For example, this is used for the creation of ''messages'' from ''tickets''.
* ''Ticket type'': TBD
* ''Ticket worker'': a ''resource'' assigned to work on a specific ''ticket''. This is also a ''workflow'' related ''role''.
* ''Time zone'': the time zone of reference used to read date/time data which can be chosen by a ''resource'' (see ''personal preferences''). A time zone is set for the system and date/time values are converted and shown to the ''user'' according to the chosen ''time zone'' for the ''resource''. For more information see [[time zone management]] page.

* ''Timesheet'': a record corresponding to a declaration of work done. This work can be related to a ''project'' or a a ''service ''or to any detailed elements (such as ''project activities'', ''service activities'', or ''tickets'' or ''ticket activities'') of them.
* ''Timesheet attachment'': an attachment (document) related to a ''timesheet''. A ''timesheet attachment'' is generally used to document expenses.
* ''To do list'': TBD
* ''Transition'': see ''workflow transition''.
* ''Tuple'': TBD

== U ==
* ''User'': the login information which can be associated to one ''resource'' per ''company''. A ''resource'' with an active ''user'' can enter and use itmSUITE® according to the configured grants. Only a ''user'' can be associated with a ''resource'' per each ''company'' (''a'' user may be associated to different ''resources'' in different ''companies''). The association of a ''user'' to a ''resource'' is not mandatory. ''Users'' should have one or more ''user type''.
* ''User type'': there are different types of ''users'' ("Requester", "Resource", "Project/Service Manager", "Manager", "Admin" and "Superadmin"). one or more ''user types'' may be associated to a ''user''. The association of a ''user type'' also enables some related functionalities: see [[Users and resources]] and [[Roles]] pages for additional information.

== V ==
* VAT: TBD
* ''VCE'': abbreviation for ''Visual Condition Editor''.
* ''VCE condition'': a boolean expression defined with the ''Visual Condition Editor''.
* ''View'': is a preconfigured selectionof attributes and associated preferences (including a ''filter'') to list records for an itmSUITE® managed entity (e.g. ''projects'', ''services''). ''Views'' can be created and distributed to ''users''. See [[Views management]] page for more details.
* ''Visual Condition Editor'': TBD. See also ''[[visual condition editor]]'' page.
== W ==
* ''Workaround'': according to ''ITIL®, r''educing or eliminating the impact of an ''incident'' or ''problem'' for which a full resolution is not yet available – for example, by restarting a failed configuration item. ''Workarounds'' are documented in ''known error'' records. The ''known error management'' process is responsible for the life cycle of ''knonw errors''.
* ''Workflow'': a business process, made of a sequence of activities transforming inputs into outputs with the aim to achieve specific outcomes. With itmSUITE® it is possible to support the execution of ''workflows ''by means of the ''workflow engine''. See the ''[[Workflow engine]] ''page for more information.
* ''Workflow administrative status'': a field among those manageable for a ''workflow''. The field represents the administrative status of the ''workflow'' instance which, in turn, plays a role in the billing processes managed by the ''financial management'' module.

* ''Workflow cartridge'': the set of configuration settings which define the contents and execution of a ''workflow'' by means of the ''workflow engine''. See the ''[[Workflow engine]]'' page for more information.
* ''Workflow causal'': when transitioning from a ''workflow status'' to another it is possible to configure the ''workflow engine'' so that it requires or simply enables to specify the reason for the transition itself. This reason is known as ''workflow causal'' and it can be categorized using ''workflow causal types'' (e.g. all the possible workflow reasons to move from a source status to a closed status).
* ''Workflow causal type'': a categorization of ''workflow causal''.
* ''Workflow conditions'': Boolean expressions used to influence the visibility or possibility to edit ''workflow fields'' by ''users''. The Boolean expressions may take into consideration attributes of system entities (e.g. ''projects'', ''services'', ''tickets'', etc.).
* ''Workflow custom field'': see ''workflow fields''.
* ''Workflow engine'': the component of itmSUITE®, part of the [[ItmSUITE® - Core modules|SM - Service Desk and Service Management]] ''module'', which allows to configure and execute ''workflows''.See the ''[[Workflow engine]] ''page for more information.
* ''Workflow explorer'': TBD
* ''Workflow field'': a component of a ''workflow ''corresponding to a managed entity attribute which can be used in a ''workflow form''. ''Workflow fields'' can be of two types: "predefined" and "custom". Predefined ''workflow fields'' are pre installed and available for any ''workflow'' while custom ones can be specifically defined and managed for a ''workflow''.
* ''Workflow form'': TBD.
* ''Workflow form section'': TBD.

* ''Workflow operational status'': see ''workflow status''.
* ''Workflow notifications'': TBD.
* ''Workflow role'': see ''role''.
* ''Workflow status'': a condition of a ''workflow ''instance. ''Workflow statuses'' may be defined by the ''process owners ''and are of two types: "normal" and "legacy". TBD
* ''Workflow transition'': the rule allowing ''users'' to pass from a ''workflow status'' to another. Rights to execute ''workflow transitions'' are part of the ''workflow'' configuration.
* ''Workspace'': TBD

== X ==

== Y ==

== Z ==

[[category:Glossary]]

Glossary

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Maxime.sottini: /* S */

{{Index}}
{{clear}}

Below is a list of terms and definitions used in this documentation.

== A ==
* ''Access management:'' according to ''ITIL®, t''he process responsible for allowing users to make use of IT services, data or other assets. Access management helps to protect the confidentiality, integrity and availability of assets by ensuring that only authorized users are able to access or modify them. Access management implements the policies of information security management and is sometimes referred to as rights management or identity management. In itmSUITE®, the typical activities required by ''access management'' can be dealt through ''service requests'' or ''changes''.
* ''Action'': TBD
* ''Action engine'': TBD
* ''Active channel'': TBD
* ''Admin'': a special ''user type''. The ''admin'' may: perform basic configuration and create other ''users'' for the administered ''company.'' For more information, have a look to the ''[[admin]]'' page.
* ''Administrator'': resource with ''Admin'' characteristics
* ''Admin kit'': TBD
* ''Application language'': one of the languages for which itmSUITE® makes available the user interface (forms to interact and messages). See also ''business languages'' and [[Multi language]] management.
* ''Application level role'': see ''role''.
* ''ASM'': abbreviation for ''asset management''.
* ''ASM view'': a view, defined by a list of columns, which is used to list ''configuration items''.
* ''Asset'': any element, physical or virtual, which can contribute to the successful management of the business area supported by itmSUITE®. An asset can be, for example, a PC, a printer, a software component, a table a machine, etc.
* ''Asset management:'' one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Complementary modules#ASM - Asset Management|ASM - Asset Management]]. It allows to manage ''assets'', It can also refer to the asset management process according to the context. TBC.....
* ''Attribute'': a ''configuration item'' information (e.g. its name, location, date of purchase, etc.).

== B ==
* ''Balance'': TBD
* ''BaseDN'': TBD
* ''Baseline'': see ''configuration baseline''.
* ''Billing'': a feature, part of the ''[[ItmSUITE® - Core modules#FM - Financial Management|FM - Financial Management]]'' ''module, ''enabling the possibility to create ''invoices'' based on ''timesheets'' or predefined amounts related, or not, to a ''delivery''.
* ''Billing schedule'': a tranche of a ''sales contract'' to be invoiced. The billing schedule may be dependent or not on ''[[glossary|deliveries]]''.
* ''Binding layer'': a graphical frame used in the [[ItmSUITE® - Core modules#CMS - Configuration Management System|CMS - Configuration Management System]] ''module. ''For any object placed in it the relationships between the objects placed and the objects represented by the frame are automatically created. So, for example, a ''binding layer'' may represent an IT service and may be configured to generate the 'is component' relationships with the objects placed in it (e.g. a server is component of the IT service). ''Binding layers'' simplify the management and building of a ''CMS''.
* ''Budget'': TBD
* ''Business language:'' a language used by the itmSUITE® users to communicate within the business processes. See also ''application languages'' and [[Multi language]] management.
* ''BIRT'': an open source software project that provides the BIRT technology platform to create data visualizations and reports that can be embedded into rich client and web applications. The itmSUITE® [[ItmSUITE® - Complementary modules#REP - Reporting Management|REP - Reporting Engine]] allows exactly this embedding. For further information, visit the [http://eclipse.org/birt/about/ BIRT website].
* ''BIRT designer'': one of the two key components of ''BIRT ''allowing to create new reports which can be embedded in itmSUITE®.
* ''BIRT engine'': the component of ''BIRT'' which allows the execution and rendering of reports created through the ''BIRT designer ''and embedded in itmSUITE® as ''.rptdesign'' files.

== C ==
* ''CAB'': abbreviation for ''change advisory board''.
* ''Change:'' according to ''ITIL®'', a ''change'' is the addition, modification or removal of anything that could have an effect on IT services. ''Changes'' are managed through the ''change management'' process and a ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''.
* ''Change advisory board'': TBD
* ''Change authority'': TBD
* ''Change management'': according to ''ITIL®,'' the process responsible for controlling the life cycle of all ''changes'', enabling beneficial changes to be made with minimum disruption to IT services. A ''workflow cartridge''is is made available for the ''SM module ''which supports the execution of the ''change management'' process according to the guidelines provided by ''ITIL® ''and ''ISO/IEC 20000''.
* ''CI'': abbreviation for ''configuration item''.
* ''Client'': a generic term that means a customer, the business or a business customer. itmSUITE® allows to manage ''client'' master data and ''client'' as an entity in ''workflows'' and ''modules''.
* ''CMS'': abbreviation for Configuration Management System.
* ''CMS DB'': TBD
* ''CMS fat client'': a desktop application which enables to access ''CMS'' administration and reporting functionalities. See [[CMS fat client]] page for more information.
* ''CMS server'': TBD
* ''CMS web client'': a browser accessible application which enables to access and update ''CMS'' contents.
* ''Closure cause'': TBD.
* ''Company'': a business organization (legal entity or simply a business unit or a department) which is defined and used for the aim of segregating data. itmSUITE® is natively multi tenancy, meaning it allows to manage different ''companies'' in the same application instance. Only ''users ''login information (including the associated ''roles'') and ''super admin ''may be cross ''companies ''while all the other information are managed at ''company ''level.
* ''Company calendar'': see ''company working days calendar''.
* ''Company working days calendar'': the calendar specifying the working days and time for a specific ''company''.
* ''Component: ''abbreviation for ''dashboard component''.
* ''Configuration baseline'': TBD.
* ''Configuration exploration'': a specific itmSUITE® functionality making possible, starting from a ''configuration item'', to analyse and graphically represent the relationship of it with other ''configuration items''. The number of levels and the scope of the exploration are defined at launch time. ''Configuration exploration'' is available if ''CMS'' ''module'' is installed. See also [[Configuration exploration]] page for more information.
* ''Configuration item'': a specific type of ''asset ''which contributes to the delivery of an IT service.
* ''Configuration management'': see ''service asset and configuration management''.'' ''
* ''Configuration management database'': (CMDB) organized repository of all elements of IT structure which undergo the configuration management process.
* ''Configuration management system'': a set of tools, data and information that is used to support service asset and configuration management. A dedicated ''module'' of ItmSUITE®, [[ItmSUITE®_-_Core_modules#CMS - Configuration Management System|CMS - Configuration Management System]], is dedicated to this.

* ''Contact'': a referent person related to a ''client ''or a ''supplier ''and his/her information.
* ''Contract'': generally, a legally binding agreement between two or more parties. itmSUITE® allows to manage ''contracts ''master data and ''contracts ''as an entity in various ''modules ''and functionalities. Contracts may be of two types:''sales contracts ''(with ''clients'') and ''purchase contracts ''(with ''suppliers'').''Purchase contracts ''are also often used to manage standard internal cost for ''resources''. This is an example of their flexible use, often for agreements which are not legally binding. ''Contracts'' management is made available only if the [[FM - Financial Management]] ''module'' is active.
* ''Cost occurrence'': an actual cost which is recorded for a ''service ''and, optionally, for a ''ticket'' (therefore a process instance, such as a specific ''change'').

* ''Cost occurrence dimension'': the type of ''cost occurrence''. Two alternative are possible: "Balance" or "Confirmed". The exact meaning is a convention. "Balance" may refer to an order confirmation while "Confirmed" to the actual occurrence of the cost (e.g. goods delivery).
* ''Creator'': the ''user'' who creates a ''ticket''.
* ''Credit note'': a form or letter sent by a seller to a buyer, stating that a certain amount has been credited to the buyer's. A ''credit note'' is issued in various situations to correct a mistake, such as when an invoice amount is overstated, correct discount rate is not applied, etc. itmSUITE® allows to issue and manage ''credit notes'' within the [[FM - Financial Management]] ''module''.
* ''Custom field'': see ''workflow custom field''.
* ''Custom time ranges'': these are definitions of time frames. These can be used in several other functionalities, for example by the ''self service configuration system''.

== D ==
* ''DashBoard'': TBD the dashboard ''module''.
* ''Dashboard'': TBD (the elements managed by the DB module).
* ''Dashboard component'': an object, e.g. graphic, which can be included in a ''dashboard''.
* ''Data source'': is a name given to the connection set up to a database. In the context of ''workflow'' management this refers to the a set of data which is used to populate a ''workflow custom field''.
* ''DB'': abbreviation for ''DashBoard''.
* ''DE'': abbreviation for ''discovery engine''.
* ''Decision matrix'': a rule which makes it possible to calculate the value of a target ''ticket'' ''workflow field'' based on the value of two other influencing (driving) ''workflow fields''.
* ''Delivery'': an expected output of a'' [[glossary|project]]'' or ''[[glossary|service]]'', whether tangible or intangible.
* ''Delivery type'': TBD.
* ''Demand management: ''the process enabling the clients (and their delegated users) of services (e.g. IT services) to ask for new services or changes to those existing. The process includes the analysis and authorization steps needed to authorize the request and activate the fulfilment process (generally managed by means of ''change management'' or ''request fulfilment'' processes). '''NOTE''': this given definition of ''demand management'' is typical of some contexts (IT management in some countries) and does not fully match the ''ITIL®'' one nor the one commonly accepted in some business contexts (a planning methodology used to manage and forecast the demand of products and services). A ''workflow cartridge ''is made available for the ''SM module ''which supports the execution of the ''demand management ''process. See [[Demand Management]] page for more information on this configuration.
* ''Deployment change'': TBD
* ''Deployment change management'': TBD
* ''Discovery engine'': one of the ''modules'' of itmSUITE®. The full name of it is [[ItmSUITE® - Core modules#DE - Discovery Engine|DE - Discovery Engine]]. By installing its agents on IT components, it allows to gather information on hardware, software components and their relationships. The result of the discoveries may be imported in the ''CMS''.
* ''Dynamic solution group'': it is a ''workflow field'' (therefore used in ''tickets'') which contains a list of ''groups''. ''Dynamic solution groups'' are currently 6: DSG1 (also named ''master solution group''), DSG2 (also named ''solution group''), DSG3 (also named "third solution group", DSG4, DSG5 and DSG6.
* ''Document'': TBD
* ''Document position'': a logical repository area where ''documents'' can be stored. The logical repository areas are: "Project", "Timesheet Record", "Milestone", "Purchase Contract", "Sale Contract", "Resource", "Cost Occurence", "Delivery", "Ticket", "Service" and "Invoice/Credit Note".
* ''DSG'': abbreviation for ''dynamic solution group''.

== E ==
* ''EAC'': abbreviation for ''estimation at completion''.
* ''Earn'': TBD
* ''Earned value'': TBD
* ''EEM:'' abbreviation for ''external event management''.
* ''Estimation'': an overall economic evaluation of a ''service'' or ''project'' or a related to a specific ''ticket'' (process instance). The ''estimation'' may include the following types of costs: effort related (deriving from ''timesheets'' work declarations and associated ''purchase contracts''), expenses related (deriving from expenses declared in ''timesheets'' and the applicable ''purchase contracts'') and cost items related (deriving from specific cost elements such as investments or services). The evaluation may include three cost dimensions: budget, balance and forecast (budget + balance) at a specific ''estimation period''.
* ''Estimation at completion'': TBD
* ''Estimation competence period'': the ''estimation'' can be split in time frames (''estimation competence periods'') for which it is possible to view and update data. The ''estimation competence periods'' can be: the overall ''project'' or ''service'', years or months.
* ''Estimation period'': the date at which all costs of an ''estimation'' are evaluated.
* ''Estimation repository'': the logical repository where ''estimations'' related to ''projects'' or ''services'' (not those related to ''tickets'') can be saved and from where they can be later loaded.
* ''Estimation to completion'': TBD
* ''ETC'': abbreviation for ''estimation to completion''.
* ''External event management: ''one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Complementary modules#EEM - External Event Management|EEM - External Event Management]]. It facilitates the integration of events occurring in systems external to itmSUITE® with the functionalities of itmSUITE® itself or vice versa (e.g. the opening of an itmSUITE® ''ticket'' based on the content of an incoming email).
* ''Event type'': predefined types of occurring activities or outcomes in the domain of itmSUITE®. Examples of ''event types'' are the following: change of the status of a ''ticket activity'', assignment of a ''project activity'' to a ''resource'', a change of status of a ''ticket'', etc. ''Event types'' are associated to an ''event type template'' and sent according to the specified schedule (''notification''). See also [[Notifications management]] page.

* ''Event type template'': the message template (an html file) related to an ''event type'' which is used when a notification for the ''event type'' is triggered. For more information on how to edit this type of file, see also [[Notifications management]] page.
* ''Exploration'': see ''configuration exploration''.

== F ==
* ''Filter'': it is a set of selection criteria to be applied to a ''view''. ''Filters'' can be created and distributed to ''users''. See [[Filter management]] page for more details.
* ''Field'': see ''workflow field''.
* ''Financial management:'' one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Complementary modules#FM - Financial Management|FM - Financial Management]]. It allows to manage financial aspects (budget, balance data and forecasting) of ''projects'', ''services'' and their related entities (''project activities'', ''tickets'', and ''ticket activities'').
* ''FM:'' abbreviation for ''financial management''.
* ''Form section'': see workflow form section.

== G ==
* ''Grant'': a permission given to a ''role'' to view a specific ''workflow field''. ''Grants'' are given for specific ''workflow statuses'' in the context of ''workflow'' configuration.
* ''Grid mode'': a component which allows to manage records of data in a way similar to what happens in a spreadsheet. See [[grid mode]] for more information on the features and use of this component.
* ''Grid search'': TBD
* ''Group'': a team of people but also one of the ''workflow ''related ''roles.''For example,'' groups ''can be used to assign ''tickets ''and ''ticket activities''.
* ''Group manager'': the resource coordinating or responsible for a'' group''.

== H ==
''Help editor'': TBD.

== I ==
* ''Impact analysis'': a functionality of ''CMS''. Starting from a ''configuration item'','' ''it allows to find the impact of its failure on other ''configuration items'' of type IT service.
* ''Impact chain'': TBD.
* ''Incident:'' according to ''ITIL®'', an ''incident'' is an unplanned interruption to an IT service or reduction in the quality of an IT service. Failure of a configuration item that has not yet affected service is also an incident – for example, failure of one disk from a mirror set. ''Incidents'' are managed through the ''incident management'' process and a ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''.
* ''Incident management'': according to ''ITIL®, ''the process responsible for for managing the lifecycle of all ''incidents''. ''Incident management'' ensures that normal service operation is restored as quickly as possible and the business impact is minimized. A ''workflow cartridge ''is made available for the ''SM module ''which supports the execution of the ''incident management ''process according to the guidelines provided by ''ITIL® ''and''ISO/IEC 20000''. See [[Incident Management]] page for more information on this configuration.
* ''Invoice'': a commercial document issued by a seller to a buyer. It identifies both the trading parties and lists, describes, and quantifies the items sold, prices, discounts (if any), etc. itmSUITE® allows to issue and manage ''invoices ''within the [[FM - Financial Management]] ''module''.
* ''Invoice attachment'': an attachment related to a specific ''invoice'', specifying the activities and or expenses included to which the ''invoice'' refer. ''Invoice attachments'' may be automatically generated during the billing process. See also ''billing'' and ''invoice''.
* ''ISO/IEC 20000'': an international standard for the quality of ''IT service management''. See also the [http://www.iso.org/ ISO website] for more information.
* ''ITIL®'': a set of best-practice publications for ''IT service management''. Owned by Axelos limited, ''ITIL®'' gives guidance on the provision of quality IT services and the processes, functions and other capabilities needed to support them. The ''ITIL®'' framework is based on a service lifecycle and consists of five lifecycle stages (service strategy, service design, service transition, service operation and continual service improvement), each of which has its own supporting publication. See also the ''ITIL® ''[http://www.itil-officialsite.com official site] for more information. ''ITIL® ''is a registered trade mark of Axelos limited.
* ''itmSUITE'': TBD
* ''IT Service Management'': the implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate mix of people, process and information technology.

== K ==
* ''Key business entity'': one of the key entities managed by itmSUITE® (''resources'', ''projects'', ''timesheets'', ''tickets'', etc.).
* ''Knowledge'': is one of the ''entities related to ''workflow engine''. See the ''[[Workflow engine]]'' page for more information.
* ''Knowledge Portal'': TBD.
* ''Known error'': a ''problem'' that has a documented root cause and/or a ''workaround''. The ''known error management'' process is responsible to manage ''known errors'' lifecycle. ''Known errors'' are typically used to provide (by publishing) ''workarounds'' to ''service'' users until a final solution for the underlying ''problem'' is not found.
* ''Known error management'': the process responsible of managing the life cycle of ''known errors''. A ''workflow cartridge ''is made available for the ''SM module ''which supports the execution of the ''incident management ''process according to the guidelines provided by ''ITIL® ''and ''ISO/IEC 20000''. See [[Known Error Management]] page for more information on this configuration.
* ''KPI'': Key Performance Indicator, TBD

== L ==
* ''LDAP'': TBD
* ''License'': the activation key enabling the use of itmSUITE® ''modules'' by ''users''. The ''license'' articulation is per ''module'' and per ''user type''. View the [[License]] details page for more information.
* ''List mode'': TBD non EJS mode, see also ''grid mode''.
* ''Log info'': the information about the access of ''users'' to itmSUITE® automatically recorded by the system. See [[Log management]] page for more info.

== M ==
* ''Manager'': a ''user'' with associated ''user type'' "Manager". A ''manager'' can configure ''company'' master data according to the privileges set in ''MURM''. Furthermore, he/she is automatically associated to the static ''role'' "Manager" which can be used in ''workflows'' and ''projects'' configurations.
* ''Manager row'': data for a'' timesheet'' corresponding to what a ''manager'' approves (usually corresponding to'' company'' billable values).
* ''Master data'': the set of data agreed and shared across itmSUITE® which supports the management of the ''key business entities''. For the list of ''master data'' tables refer to [[ItmSUITE® - Cross master data configuration|cross master data configuration]].
* ''Matrix timesheet'': TBD
* ''MB'': abbreviation for ''message bus''.
* ''MDMM (Master Data Management Matrix)'': the functionality which allows to manage grants for the records of some master data. See [[MDMM management]] page for more details.
* ''Master solution group'': a dynamic ''workflow role'' (e.g. used to define rights for ''workflow transitions'' or ''workflow fields''). The ''workflow field'' Master Solution Group let define the ''master solution group'' among available ''solution groups'' and this assignment can be done for each ''ticket'' instance. ''Master solution group'' is also named DSG1 (see ''dynamic solution groups'').
* ''Menu'': a link to a management functionality of itmSUITE®. These links are provided on the left of the itmSUITE® screen and changes according to the privileges and the configuration of their visibility. See the [[Menu management]] page for more information.
* ''Message'': a communication, caracterized by a subject, content, recipient(s) and, optionally, attachment(s) which can be sent through itmSUITE® ''message system'' to ''users'' or external recipients (in such a case the communication is sent through an email service). The ''message'' can also be based on a'' ticket message template''. See the [[Message system]] page for more information.
* ''Message bus'': TBD
* ''Message system'': one of the technical component of itmSUITE®, the ''message system'' is the engine dispatching all the messages automatically or manually generated within the system. The ''message system'' has a user interface which allows to receive and send messages and it can be synchronized with external mailing systems. See the [[Message system]] page for more information.
* ''Message template'': TBD.
* ''Metric'': TBD.
* ''Module'': one of the components of itmSUITE® which makes avaiable a specific sets of functionalities. ''Modules'' may be core or complementary. Core modules can be installed and activated autonomously. Complementary ''modules'' require the presence of at least one core ''module''. For a list of core modules and a description of their features refer to [[itmSUITE® - Core modules]]. For a list of complementary modules and a description of their features refer to [[itmSUITE® - Complementary modules]].
* ''Model'': a set of ''configuration items'' and their ''relationship'' represented according to specific modelling conventions which includes the definition of the entities, relationship types among them and graphical appearance.
* ''Monitoring system configuration'': TBD
* ''MSC'': abbreviation for ''monitoring system configuration''.
* ''MSG'': abbreviation for ''master solution group''.
* ''MURM'' (Managers User Rights Management); the functionality used to grant rights for ''managers''. This functionality can be accessed from '''''General/Company/MURM'''''.

== N ==
* ''NTLM'': TBD
* ''News'': they are broadcast communications relevant for the ''users'' or part of the ''users'' of itmSUITE®. The system makes available a management system to broadcast ''news'' to the target audience and for specific time frames. See [[News management]] page for more information.
* ''News management'': TBD

* ''Notification'': the configured schedule to communicate the ''event type template'' message related to an ''event type''. ''Notifications'' are sent via the itmSUITE® ''message system''. See also [[Notifications management]] page.

== O ==
* ''Object'': in [[ItmSUITE® - Core modules#CMS - Configuration Management System|CMS - Configuration Management System]] context, an element which can be used to represent an ''asset'' or a ''configuration item''.
* ''Objective'': objective characterized by a metric and targets which can be set and calculated by means of the ''OCE'' ''module''. They can be typically used in order to manage service levels.
* ''Objectives calculation engine'': a complementary module of itmSUITE®. The full name of it is [[OCE - Service Level Management]]. This ''module'' enables to manage ''service levels'' for ''service'' and ''projects''.
* ''OCE'': abbreviation for ''objectives calculation engine''.
* ''Organizational unit'': the representation of the organizational structure of a ''client''. Levels of the organization can be defined by means of tree nodes and ''clients'<nowiki/>'' associated ''resources'' can be related to each. The ''service provider''' s organization can be mapped by using a fictitious ''client''.
* ''OU'': abbreviation for''organizational unit''.

== P ==
* ''Passive channel'': TBD
* ''PBS'': see ''product breakdown structure''.
* ''Percentage complete'' (''% complete''): TBD
* ''Personal preferences'': the set of ''user''<nowiki/>'s preferences concerning the use of itmSUITE® which can be managed by the ''user''. See the [[Personal options|Personal preferences]] page for more details.
* ''PFD'': see product flow diagram.
* ''Planned % complete'': TBD
* ''Pm'': abbreviation for ''project manager''.
* ''PM'': abbreviation for ''project and portfolio management''.
* ''PM row'': data for a ''timesheet'' corresponding to what the ''project manager'' or ''service manager'' approves (the ''company'' cost).
* ''Portfolio analysis'': TBD report
* ''Portfolio gantt'': TBD
* ''Problem: ''according to ''ITIL®'', a ''problem'' is a cause of one or more ''incidents''. The cause is not usually known at the time a ''problem'' record is created, and the ''problem management'' process is responsible for further investigation. ''Problems'' are managed via the ''problem management'' process and a ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''.
* ''Problem management'': according to ''ITIL®, ''the process responsible for managing the lifecycle of all ''problems''. ''Problem management'' proactively prevents ''incidents'' from happening and minimizes the impact of ''incidents'' that cannot be prevented. A ''workflow cartridge ''is made available for the ''SM module ''which supports the execution of the ''problem management ''process according to the guidelines provided by ''ITIL® ''and ''ISO/IEC 20000''.
* ''Process owner'': TBD
* ''Product'': this is any product or service provided by the ''company'' internally or to its clients. itmSUITE® allows to manage ''product ''master data ''product'' as an entity in ''workflows ''and ''modules''.See also [[ItmSUITE® - Introduction to basic configuration|Introduction to basic configuration]] page for ''products'' configuration.

* ''Product breakdown structure'': a hierarchy of all the ''deliveries'' to be produced during a ''project'' or ''service''.
* ''Product flow diagram'': a diagram showing the sequence of production and interdependencies of the ''deliveries'' listed in a ''product breakdown structure''.
* ''Project'': a temporary organization that is created for the purpose of delivering one or more business products according to an agreed Business Case. For this purpose, in itmSUITE® a set of entities, their attributes and related management functionalities are made available to the'' users'' which play a role in the ''project''.
* ''Project activity'': an activity scheduled for a ''project''. This is one of the information managed by itmSUITE[[ItmSUITE® - Core modules|®]] for a ''project''.
* ''Project activity type'': a categorization for ''project activities''.
* ''Project and portfolio management'': one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Core modules#PM - Project and Portfolio Management|PM - Project and Portfolio Management]]. This ''module'' enables to manage ''projects'' and portfolios of ''projects''.
* ''Project currency'': TBD.
* ''Project delivery'': see ''delivery''.
* ''Project explorer'': TBD (CMS context)
* ''Project issue'': TBD
* ''Project manager'': this is a special role on a ''project'', automatically inheriting specific rights and visibility of data for it.
* ''Project milestone'': a structured check of the status of a ''project'' where several information (''estimation'', progress, comments, etc.) are gathered and stored. These information may be used for ''project'' control (see [[semaphores]]).
* ''Project off-specs'': TBD
* ''Project portfolio'': TBD
* ''Project RFC'': TBD
* ''Project risk'': see ''risk''.
* ''Project semaphore'': see ''semaphore''.
* ''Purchase contract'': see ''contract''.

== Q ==

== R ==
* ''RE'': abbreviation for ''reconciliation engine''.
* ''REP: ''abbreviation for ''reporting management''.
* ''Reconciliation'': a process performed by the ''reconciliation engine'' which allows to import information from a data source into the ''CMS'' in a controlled way (deciding which information for which ''configuration item'' to import).
* ''Reconciliation engine: ''one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Complementary modules#RE - Reconciliation Engine|RE - Reconciliation Engine]]. This ''module ''enables the ''reconciliation'' process.
* ''RfC'': abbreviation for ''Request for Change''.
* ''Relationship'': a relationship between two ''configuration items''.
* ''Release'': according to ''ITIL®'', one or more ''changes'' to an IT service that are built, tested and deployed together. A single release may include ''changes'' to hardware, software, documentation, processes and other components. ''Releases'' are managed through the ''release and deployment management'' process and a ''workflow cartridge'' is made available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''.
* ''Release and deployment management: ''according to ''ITIL®'', the process responsible for planning, scheduling and controlling the build, test and deployment of ''releases'', and for delivering new functionality required by the business while protecting the integrity of existing ''services''. A ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''. See [[Release Management]] page for more information on this configuration.
* ''Release management'': see ''release and deployment management''.
* ''Report'': a report generated with ''reporting management''.
* ''Reporting management: ''one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Complementary modules#REP - Reporting Management|REP - Reporting Engine]]. This modules enables to define and embed new reports in addition to those predefined in itmSUITE®.
* ''Report template'': TBD
* ''Request'': see ''self service request''.
* ''Request for Change'': TBD.
* ''Request fulfilment: ''according to ''ITIL®, t''he process responsible for managing the lifec ycle of all ''service requests''. A ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''. See [[Request Fulfilment]] page for more information on this configuration.
* ''Resource'': term used to refer to a human resource and his/her associated information managed in itmSUITE®. A ''resource'' may or may not have an account and, therefore, be a ''user''.
* ''Resource row'': data for a ''timesheet'' corresponding to what declared by the ''resource''.
* ''Resolution cause'': TBD
* ''Risk'': an uncertain event or set of events that, should it occur, will have an effect on the achievement of objectives. A risk is measured by a combination of the probability of a perceived threat or opportunity occurring, and the magnitude of its impact on objectives. Risks can be managed for ''[[glossary|projects]]'' and ''[[glossary|services]]'' in the ''Issues/Risks'' tab.
* ''Role'': a usage profile determining ''user''<nowiki/>'s rights on data and functionalities. More than a ''role'' may be associated to a ''user''. ''Roles'' are distinguished in ''application level'' ''roles'', ''projects'' and ''services'' related ''roles'', ''workflows'' related'' roles. Application level'' ''roles'' are set at ''user''<nowiki/>'s level and related to the available ''licenses'' (they determine the number of users who may be activated). ''Project'' and ''service'' roles are dynamically assigned to ''users'' in the context of each ''project'' or ''service''. ''Workflows roles'' are dynamically assigned to ''users'' in the context of each ''workflow'' See also ''[[Roles]]'' page for more information.
* ''.rptdesign'': extension for a file created by the ''BIRT designer'' component.

== S ==
* ''SACM'': abbreviation for ''service asset and Configuration management''.
* ''Sales contract'': see ''contract''.
* ''Sale role'': TBD.
* ''Sales role tarif'': TBD''.''
* ''Search context'': the definition of the scope where a search, with a '''Quick Search''' (available right on the top part of the itmSUITE® screen). ''Search contexts ''are of three types: preinstalled (and not modifiable), published by a ''manager'' or defined by a ''user''. ''Search contexts'' are listed next to the '''Quick Search''' command and their scope can be tailored on any part of itmSUITE®. See [[search context management]] page for more information.
* ''Self service'': see ''self service portal''.
* ''Self service category'': a part of the organization of the ''self service portal''. ''Self service categories'' may be defined for each ''self service topic'' and they appear as a tree on left side of the ''self service portal ''with a maximum two level of depth.
* ''Self service portal'': a functionality of itmSUITE® enabling ''users'' to quickly open ''tickets ''by browsing a structured presentation of the available ones. The levels of presentation are ''self service topics'' (highest level), ''self service category'' (intermediate level) and ''self service requests'' (lowest level). itmSUITE® makes it possible to define the visibility of data according to needs. See the [[self service portal]] page for more information.
* ''Self service request'': the lowest element for the structure of a ''self service portal''. For each ''self service category'' it is possible to define one or more ''self service requests''. ''Self service requests'' are configured to trigger the activation of a ''workflow'', also passing some initial settings to it.
* ''Self service topic'': a part of the organization of the ''self service portal''. ''Self service topics ''may be customized with icons and they appear in the upper part of the ''self service portal''. Their selection influences the visibility of ''self service categories''.
* ''Semaphore'': a metric which is used to monitor a particular aspect of the status of a'' project ''(''project semaphore'') or ''service'' (''service semaphore''). Threshold values shall be defined for each ''semaphore'' and are used in reports and messages where the status of a ''project'' is reported. Se the [[semaphores]] dedicated page for more information.
* ''Service'': a mean to provide value to customers by facilitating outcomes customers wants to achieve using resources and capabilities. For this purpose, in itmSUITE®, a set of entities, their attributes and related management functionalities are made available to the ''users ''which play a role in the delivery of the ''service''.
* ''Service activity'': an activity scheduled for a ''service''. This is one of the information managed by itmSUITE® <nowiki/>for a ''service''.
* ''Service asset and configuration management'': according to ''ITIL®'', the process responsible for ensuring that the assets required to deliver services are properly controlled, and that accurate and reliable information about those assets is available when and where it is needed. This information includes details of how the assets have been configured and the relationships between assets. Service asset and configuration management purpose and objectives are fully supported by the ''CMS'' ''module'' of itmSUITE®.
* ''Service catalogue'': TBD
* ''Service delivery'': see ''delivery''.
* ''Service desk:'' according to ''ITIL®, t''he single point of contact between the service provider and the users. A typical service desk manages incidents and service requests, and also handles communication with the users. itmSUITE® fully enables the implementation and management of a ''service desk''.
* ''Service desk and service management: ''one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Core modules#SM - Service Desk and Service Management|SM - Service Desk and Service Management]]. This ''module ''enables to manage ''services''.
* ''Service level'': according to ''ITIL®, a ''measured and reported achievement against one or more service level targets. The term is sometimes used informally to mean service level target. In itmSUITE® ''service levels'' can be defined and measured by means of the [[OCE - Service Level Management]] ''module''.
* ''Service level management'': according to ''ITIL®, t''he process responsible for negotiating achievable service level agreements and ensuring that these are met. It is responsible for ensuring that all ''IT service management processes'', operational level agreements and underpinning contracts are appropriate for the agreed ''service level'' targets. ''Service level management'' monitors and reports on service levels, holds regular service reviews with customers, and identifies required improvements. Several itmSUITE® ''modules'' support the implementation and management of the ''service level management'' process: [[OCE - Service Level Management]] supports the definition, calculation and use (e.g. in ''ticket'' lists or forms) of the ''service levels''; [[ItmSUITE® - Core modules#SM - Service Desk and Service Management|SM - Service Desk and Service Management]] supports the definition of processes to manage service reviews and service improvements; [[ItmSUITE® - Complementary modules#REP - Reporting Management|REP - Reporting Engine]] supports the monitoring and reporting of ''service levels''.
* ''Service manager'': this is a special ''role'' on a ''service'', automatically inheriting specific rights and visibility of data for it. In ''ITIL®'', this is a generic term for any manager within the service provider. Most commonly used to refer to a business relationship manager, a process manager or a senior manager with responsibility for IT services overall.
* ''Service provider'': TBD
* ''Service request'': according to ''ITIL®, ''a formal request from a user for something to be provided – for example, a request for information or advice; to reset a password; or to install a workstation for a new user. ''Service requests'' are managed by the ''request fulfilment'' process, usually in conjunction with the ''service desk''. A ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''. See [[Request Fulfilment]] page for more information on this configuration. ''Service requests'' should not be confused ''self service request'' although ''self service requests'' may often be a configured to instantiate ''service requests''.
* ''Service review'': a structured check of the status of a ''service ''where several information (''estimation'', progress, comments, etc.) are gathered and stored. These information may be used for ''service ''control (see [[semaphores]]).
* ''Service risk'': see ''risk''.
* ''Service semaphore'': see ''semaphore''.
* ''SG'': abbreviation for ''solution group''.
* ''Sm'': abbreviation for ''service manager''.
* ''SM'': abbreviation for ''service desk and service management.''
* ''Solution group'': see groups. A ''solution group'' is generally meant as a ''group'' dedicated to the resolution of ''incidents'' and/or ''problems''. ''Solution group'' is also named DSG2 (see also ''dynamic solution groups'').
* ''Solution group manager'': see ''group manager''.
* ''SRCS'': abbreviation for Self service Request Configuration System, see ''self service''.
* ''Standard change'': TBD
* ''Status'': TBD
* ''Superadmin'': a special ''user type''. A ''superadmin'' ''user'' is created with predefined access credentials when itmSUITE® is initially installed. The ''superadmin'' may: create new ''companies'', create other ''users'' (either ''superadmins'' or ''users'' with ''user type'' "Admin" enabled to configure the ''companies'' to which they are associated) and perform some key essential settings in order to enable other ''users'' to complete ''company'' configurations. For more information, have a look to the ''[[superadmin]]'' page.
* ''Suppliers'': a generic term that means a supplier providing services, resources and/or goods to a ''company''. itmSUITE® allows to manage ''supplier ''master data and ''supplier ''as an entity in ''workflows ''and ''modules''.
* ''Symbol'': in CMS context - TBD

== T ==
* ''Third solution group'': TBD
* ''Ticket'': term used to refer to an instance of a process managed through the ''workflow engine''.
* ''Ticket activity'': an activity scheduled to manage a ''ticket''.
* ''Ticket activities template'': a predefined and configured set of ''ticket activities'' in order to manage a ''ticket''.
* ''Ticket estimation'': a ''ticket'' estimation (budget, balance and estimation to complete) made for a ''ticket'' in its ''Estimation'' section.
* ''Ticket message template'': a predefined model which is used to create a ''message''. For example, this is used for the creation of ''messages'' from ''tickets''.
* ''Ticket type'': TBD
* ''Ticket worker'': a ''resource'' assigned to work on a specific ''ticket''. This is also a ''workflow'' related ''role''.
* ''Time zone'': the time zone of reference used to read date/time data which can be chosen by a ''resource'' (see ''personal preferences''). A time zone is set for the system and date/time values are converted and shown to the ''user'' according to the chosen ''time zone'' for the ''resource''. For more information see [[time zone management]] page.

* ''Timesheet'': a record corresponding to a declaration of work done. This work can be related to a ''project'' or a a ''service ''or to any detailed elements (such as ''project activities'', ''service activities'', or ''tickets'' or ''ticket activities'') of them.
* ''Timesheet attachment'': an attachment (document) related to a ''timesheet''. A ''timesheet attachment'' is generally used to document expenses.
* ''To do list'': TBD
* ''Transition'': see ''workflow transition''.
* ''Tuple'': TBD

== U ==
* ''User'': the login information which can be associated to one ''resource'' per ''company''. A ''resource'' with an active ''user'' can enter and use itmSUITE® according to the configured grants. Only a ''user'' can be associated with a ''resource'' per each ''company'' (''a'' user may be associated to different ''resources'' in different ''companies''). The association of a ''user'' to a ''resource'' is not mandatory. ''Users'' should have one or more ''user type''.
* ''User type'': there are different types of ''users'' ("Requester", "Resource", "Project/Service Manager", "Manager", "Admin" and "Superadmin"). one or more ''user types'' may be associated to a ''user''. The association of a ''user type'' also enables some related functionalities: see [[Users and resources]] and [[Roles]] pages for additional information.

== V ==
* VAT: TBD
* ''VCE'': abbreviation for ''Visual Condition Editor''.
* ''VCE condition'': a boolean expression defined with the ''Visual Condition Editor''.
* ''View'': is a preconfigured selectionof attributes and associated preferences (including a ''filter'') to list records for an itmSUITE® managed entity (e.g. ''projects'', ''services''). ''Views'' can be created and distributed to ''users''. See [[Views management]] page for more details.
* ''Visual Condition Editor'': TBD. See also ''[[visual condition editor]]'' page.
== W ==
* ''Workaround'': according to ''ITIL®, r''educing or eliminating the impact of an ''incident'' or ''problem'' for which a full resolution is not yet available – for example, by restarting a failed configuration item. ''Workarounds'' are documented in ''known error'' records. The ''known error management'' process is responsible for the life cycle of ''knonw errors''.
* ''Workflow'': a business process, made of a sequence of activities transforming inputs into outputs with the aim to achieve specific outcomes. With itmSUITE® it is possible to support the execution of ''workflows ''by means of the ''workflow engine''. See the ''[[Workflow engine]] ''page for more information.
* ''Workflow administrative status'': a field among those manageable for a ''workflow''. The field represents the administrative status of the ''workflow'' instance which, in turn, plays a role in the billing processes managed by the ''financial management'' module.

* ''Workflow cartridge'': the set of configuration settings which define the contents and execution of a ''workflow'' by means of the ''workflow engine''. See the ''[[Workflow engine]]'' page for more information.
* ''Workflow causal'': when transitioning from a ''workflow status'' to another it is possible to configure the ''workflow engine'' so that it requires or simply enables to specify the reason for the transition itself. This reason is known as ''workflow causal'' and it can be categorized using ''workflow causal types'' (e.g. all the possible workflow reasons to move from a source status to a closed status).
* ''Workflow causal type'': a categorization of ''workflow causal''.
* ''Workflow conditions'': Boolean expressions used to influence the visibility or possibility to edit ''workflow fields'' by ''users''. The Boolean expressions may take into consideration attributes of system entities (e.g. ''projects'', ''services'', ''tickets'', etc.).
* ''Workflow custom field'': see ''workflow fields''.
* ''Workflow engine'': the component of itmSUITE®, part of the [[ItmSUITE® - Core modules|SM - Service Desk and Service Management]] ''module'', which allows to configure and execute ''workflows''.See the ''[[Workflow engine]] ''page for more information.
* ''Workflow explorer'': TBD
* ''Workflow field'': a component of a ''workflow ''corresponding to a managed entity attribute which can be used in a ''workflow form''. ''Workflow fields'' can be of two types: "predefined" and "custom". Predefined ''workflow fields'' are pre installed and available for any ''workflow'' while custom ones can be specifically defined and managed for a ''workflow''.
* ''Workflow form'': TBD.
* ''Workflow form section'': TBD.

* ''Workflow operational status'': see ''workflow status''.
* ''Workflow notifications'': TBD.
* ''Workflow role'': see ''role''.
* ''Workflow status'': a condition of a ''workflow ''instance. ''Workflow statuses'' may be defined by the ''process owners ''and are of two types: "normal" and "legacy". TBD
* ''Workflow transition'': the rule allowing ''users'' to pass from a ''workflow status'' to another. Rights to execute ''workflow transitions'' are part of the ''workflow'' configuration.
* ''Workspace'': TBD

== X ==

== Y ==

== Z ==

[[category:Glossary]]

Glossary

2017-11-05T20:30:04Z

Maxime.sottini: /* M */

{{Index}}
{{clear}}

Below is a list of terms and definitions used in this documentation.

== A ==
* ''Access management:'' according to ''ITIL®, t''he process responsible for allowing users to make use of IT services, data or other assets. Access management helps to protect the confidentiality, integrity and availability of assets by ensuring that only authorized users are able to access or modify them. Access management implements the policies of information security management and is sometimes referred to as rights management or identity management. In itmSUITE®, the typical activities required by ''access management'' can be dealt through ''service requests'' or ''changes''.
* ''Action'': TBD
* ''Action engine'': TBD
* ''Active channel'': TBD
* ''Admin'': a special ''user type''. The ''admin'' may: perform basic configuration and create other ''users'' for the administered ''company.'' For more information, have a look to the ''[[admin]]'' page.
* ''Administrator'': resource with ''Admin'' characteristics
* ''Admin kit'': TBD
* ''Application language'': one of the languages for which itmSUITE® makes available the user interface (forms to interact and messages). See also ''business languages'' and [[Multi language]] management.
* ''Application level role'': see ''role''.
* ''ASM'': abbreviation for ''asset management''.
* ''ASM view'': a view, defined by a list of columns, which is used to list ''configuration items''.
* ''Asset'': any element, physical or virtual, which can contribute to the successful management of the business area supported by itmSUITE®. An asset can be, for example, a PC, a printer, a software component, a table a machine, etc.
* ''Asset management:'' one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Complementary modules#ASM - Asset Management|ASM - Asset Management]]. It allows to manage ''assets'', It can also refer to the asset management process according to the context. TBC.....
* ''Attribute'': a ''configuration item'' information (e.g. its name, location, date of purchase, etc.).

== B ==
* ''Balance'': TBD
* ''BaseDN'': TBD
* ''Baseline'': see ''configuration baseline''.
* ''Billing'': a feature, part of the ''[[ItmSUITE® - Core modules#FM - Financial Management|FM - Financial Management]]'' ''module, ''enabling the possibility to create ''invoices'' based on ''timesheets'' or predefined amounts related, or not, to a ''delivery''.
* ''Billing schedule'': a tranche of a ''sales contract'' to be invoiced. The billing schedule may be dependent or not on ''[[glossary|deliveries]]''.
* ''Binding layer'': a graphical frame used in the [[ItmSUITE® - Core modules#CMS - Configuration Management System|CMS - Configuration Management System]] ''module. ''For any object placed in it the relationships between the objects placed and the objects represented by the frame are automatically created. So, for example, a ''binding layer'' may represent an IT service and may be configured to generate the 'is component' relationships with the objects placed in it (e.g. a server is component of the IT service). ''Binding layers'' simplify the management and building of a ''CMS''.
* ''Budget'': TBD
* ''Business language:'' a language used by the itmSUITE® users to communicate within the business processes. See also ''application languages'' and [[Multi language]] management.
* ''BIRT'': an open source software project that provides the BIRT technology platform to create data visualizations and reports that can be embedded into rich client and web applications. The itmSUITE® [[ItmSUITE® - Complementary modules#REP - Reporting Management|REP - Reporting Engine]] allows exactly this embedding. For further information, visit the [http://eclipse.org/birt/about/ BIRT website].
* ''BIRT designer'': one of the two key components of ''BIRT ''allowing to create new reports which can be embedded in itmSUITE®.
* ''BIRT engine'': the component of ''BIRT'' which allows the execution and rendering of reports created through the ''BIRT designer ''and embedded in itmSUITE® as ''.rptdesign'' files.

== C ==
* ''CAB'': abbreviation for ''change advisory board''.
* ''Change:'' according to ''ITIL®'', a ''change'' is the addition, modification or removal of anything that could have an effect on IT services. ''Changes'' are managed through the ''change management'' process and a ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''.
* ''Change advisory board'': TBD
* ''Change authority'': TBD
* ''Change management'': according to ''ITIL®,'' the process responsible for controlling the life cycle of all ''changes'', enabling beneficial changes to be made with minimum disruption to IT services. A ''workflow cartridge''is is made available for the ''SM module ''which supports the execution of the ''change management'' process according to the guidelines provided by ''ITIL® ''and ''ISO/IEC 20000''.
* ''CI'': abbreviation for ''configuration item''.
* ''Client'': a generic term that means a customer, the business or a business customer. itmSUITE® allows to manage ''client'' master data and ''client'' as an entity in ''workflows'' and ''modules''.
* ''CMS'': abbreviation for Configuration Management System.
* ''CMS DB'': TBD
* ''CMS fat client'': a desktop application which enables to access ''CMS'' administration and reporting functionalities. See [[CMS fat client]] page for more information.
* ''CMS server'': TBD
* ''CMS web client'': a browser accessible application which enables to access and update ''CMS'' contents.
* ''Closure cause'': TBD.
* ''Company'': a business organization (legal entity or simply a business unit or a department) which is defined and used for the aim of segregating data. itmSUITE® is natively multi tenancy, meaning it allows to manage different ''companies'' in the same application instance. Only ''users ''login information (including the associated ''roles'') and ''super admin ''may be cross ''companies ''while all the other information are managed at ''company ''level.
* ''Company calendar'': see ''company working days calendar''.
* ''Company working days calendar'': the calendar specifying the working days and time for a specific ''company''.
* ''Component: ''abbreviation for ''dashboard component''.
* ''Configuration baseline'': TBD.
* ''Configuration exploration'': a specific itmSUITE® functionality making possible, starting from a ''configuration item'', to analyse and graphically represent the relationship of it with other ''configuration items''. The number of levels and the scope of the exploration are defined at launch time. ''Configuration exploration'' is available if ''CMS'' ''module'' is installed. See also [[Configuration exploration]] page for more information.
* ''Configuration item'': a specific type of ''asset ''which contributes to the delivery of an IT service.
* ''Configuration management'': see ''service asset and configuration management''.'' ''
* ''Configuration management database'': (CMDB) organized repository of all elements of IT structure which undergo the configuration management process.
* ''Configuration management system'': a set of tools, data and information that is used to support service asset and configuration management. A dedicated ''module'' of ItmSUITE®, [[ItmSUITE®_-_Core_modules#CMS - Configuration Management System|CMS - Configuration Management System]], is dedicated to this.

* ''Contact'': a referent person related to a ''client ''or a ''supplier ''and his/her information.
* ''Contract'': generally, a legally binding agreement between two or more parties. itmSUITE® allows to manage ''contracts ''master data and ''contracts ''as an entity in various ''modules ''and functionalities. Contracts may be of two types:''sales contracts ''(with ''clients'') and ''purchase contracts ''(with ''suppliers'').''Purchase contracts ''are also often used to manage standard internal cost for ''resources''. This is an example of their flexible use, often for agreements which are not legally binding. ''Contracts'' management is made available only if the [[FM - Financial Management]] ''module'' is active.
* ''Cost occurrence'': an actual cost which is recorded for a ''service ''and, optionally, for a ''ticket'' (therefore a process instance, such as a specific ''change'').

* ''Cost occurrence dimension'': the type of ''cost occurrence''. Two alternative are possible: "Balance" or "Confirmed". The exact meaning is a convention. "Balance" may refer to an order confirmation while "Confirmed" to the actual occurrence of the cost (e.g. goods delivery).
* ''Creator'': the ''user'' who creates a ''ticket''.
* ''Credit note'': a form or letter sent by a seller to a buyer, stating that a certain amount has been credited to the buyer's. A ''credit note'' is issued in various situations to correct a mistake, such as when an invoice amount is overstated, correct discount rate is not applied, etc. itmSUITE® allows to issue and manage ''credit notes'' within the [[FM - Financial Management]] ''module''.
* ''Custom field'': see ''workflow custom field''.
* ''Custom time ranges'': these are definitions of time frames. These can be used in several other functionalities, for example by the ''self service configuration system''.

== D ==
* ''DashBoard'': TBD the dashboard ''module''.
* ''Dashboard'': TBD (the elements managed by the DB module).
* ''Dashboard component'': an object, e.g. graphic, which can be included in a ''dashboard''.
* ''Data source'': is a name given to the connection set up to a database. In the context of ''workflow'' management this refers to the a set of data which is used to populate a ''workflow custom field''.
* ''DB'': abbreviation for ''DashBoard''.
* ''DE'': abbreviation for ''discovery engine''.
* ''Decision matrix'': a rule which makes it possible to calculate the value of a target ''ticket'' ''workflow field'' based on the value of two other influencing (driving) ''workflow fields''.
* ''Delivery'': an expected output of a'' [[glossary|project]]'' or ''[[glossary|service]]'', whether tangible or intangible.
* ''Delivery type'': TBD.
* ''Demand management: ''the process enabling the clients (and their delegated users) of services (e.g. IT services) to ask for new services or changes to those existing. The process includes the analysis and authorization steps needed to authorize the request and activate the fulfilment process (generally managed by means of ''change management'' or ''request fulfilment'' processes). '''NOTE''': this given definition of ''demand management'' is typical of some contexts (IT management in some countries) and does not fully match the ''ITIL®'' one nor the one commonly accepted in some business contexts (a planning methodology used to manage and forecast the demand of products and services). A ''workflow cartridge ''is made available for the ''SM module ''which supports the execution of the ''demand management ''process. See [[Demand Management]] page for more information on this configuration.
* ''Deployment change'': TBD
* ''Deployment change management'': TBD
* ''Discovery engine'': one of the ''modules'' of itmSUITE®. The full name of it is [[ItmSUITE® - Core modules#DE - Discovery Engine|DE - Discovery Engine]]. By installing its agents on IT components, it allows to gather information on hardware, software components and their relationships. The result of the discoveries may be imported in the ''CMS''.
* ''Dynamic solution group'': it is a ''workflow field'' (therefore used in ''tickets'') which contains a list of ''groups''. ''Dynamic solution groups'' are currently 6: DSG1 (also named ''master solution group''), DSG2 (also named ''solution group''), DSG3 (also named "third solution group", DSG4, DSG5 and DSG6.
* ''Document'': TBD
* ''Document position'': a logical repository area where ''documents'' can be stored. The logical repository areas are: "Project", "Timesheet Record", "Milestone", "Purchase Contract", "Sale Contract", "Resource", "Cost Occurence", "Delivery", "Ticket", "Service" and "Invoice/Credit Note".
* ''DSG'': abbreviation for ''dynamic solution group''.

== E ==
* ''EAC'': abbreviation for ''estimation at completion''.
* ''Earn'': TBD
* ''Earned value'': TBD
* ''EEM:'' abbreviation for ''external event management''.
* ''Estimation'': an overall economic evaluation of a ''service'' or ''project'' or a related to a specific ''ticket'' (process instance). The ''estimation'' may include the following types of costs: effort related (deriving from ''timesheets'' work declarations and associated ''purchase contracts''), expenses related (deriving from expenses declared in ''timesheets'' and the applicable ''purchase contracts'') and cost items related (deriving from specific cost elements such as investments or services). The evaluation may include three cost dimensions: budget, balance and forecast (budget + balance) at a specific ''estimation period''.
* ''Estimation at completion'': TBD
* ''Estimation competence period'': the ''estimation'' can be split in time frames (''estimation competence periods'') for which it is possible to view and update data. The ''estimation competence periods'' can be: the overall ''project'' or ''service'', years or months.
* ''Estimation period'': the date at which all costs of an ''estimation'' are evaluated.
* ''Estimation repository'': the logical repository where ''estimations'' related to ''projects'' or ''services'' (not those related to ''tickets'') can be saved and from where they can be later loaded.
* ''Estimation to completion'': TBD
* ''ETC'': abbreviation for ''estimation to completion''.
* ''External event management: ''one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Complementary modules#EEM - External Event Management|EEM - External Event Management]]. It facilitates the integration of events occurring in systems external to itmSUITE® with the functionalities of itmSUITE® itself or vice versa (e.g. the opening of an itmSUITE® ''ticket'' based on the content of an incoming email).
* ''Event type'': predefined types of occurring activities or outcomes in the domain of itmSUITE®. Examples of ''event types'' are the following: change of the status of a ''ticket activity'', assignment of a ''project activity'' to a ''resource'', a change of status of a ''ticket'', etc. ''Event types'' are associated to an ''event type template'' and sent according to the specified schedule (''notification''). See also [[Notifications management]] page.

* ''Event type template'': the message template (an html file) related to an ''event type'' which is used when a notification for the ''event type'' is triggered. For more information on how to edit this type of file, see also [[Notifications management]] page.
* ''Exploration'': see ''configuration exploration''.

== F ==
* ''Filter'': it is a set of selection criteria to be applied to a ''view''. ''Filters'' can be created and distributed to ''users''. See [[Filter management]] page for more details.
* ''Field'': see ''workflow field''.
* ''Financial management:'' one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Complementary modules#FM - Financial Management|FM - Financial Management]]. It allows to manage financial aspects (budget, balance data and forecasting) of ''projects'', ''services'' and their related entities (''project activities'', ''tickets'', and ''ticket activities'').
* ''FM:'' abbreviation for ''financial management''.
* ''Form section'': see workflow form section.

== G ==
* ''Grant'': a permission given to a ''role'' to view a specific ''workflow field''. ''Grants'' are given for specific ''workflow statuses'' in the context of ''workflow'' configuration.
* ''Grid mode'': a component which allows to manage records of data in a way similar to what happens in a spreadsheet. See [[grid mode]] for more information on the features and use of this component.
* ''Grid search'': TBD
* ''Group'': a team of people but also one of the ''workflow ''related ''roles.''For example,'' groups ''can be used to assign ''tickets ''and ''ticket activities''.
* ''Group manager'': the resource coordinating or responsible for a'' group''.

== H ==
''Help editor'': TBD.

== I ==
* ''Impact analysis'': a functionality of ''CMS''. Starting from a ''configuration item'','' ''it allows to find the impact of its failure on other ''configuration items'' of type IT service.
* ''Impact chain'': TBD.
* ''Incident:'' according to ''ITIL®'', an ''incident'' is an unplanned interruption to an IT service or reduction in the quality of an IT service. Failure of a configuration item that has not yet affected service is also an incident – for example, failure of one disk from a mirror set. ''Incidents'' are managed through the ''incident management'' process and a ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''.
* ''Incident management'': according to ''ITIL®, ''the process responsible for for managing the lifecycle of all ''incidents''. ''Incident management'' ensures that normal service operation is restored as quickly as possible and the business impact is minimized. A ''workflow cartridge ''is made available for the ''SM module ''which supports the execution of the ''incident management ''process according to the guidelines provided by ''ITIL® ''and''ISO/IEC 20000''. See [[Incident Management]] page for more information on this configuration.
* ''Invoice'': a commercial document issued by a seller to a buyer. It identifies both the trading parties and lists, describes, and quantifies the items sold, prices, discounts (if any), etc. itmSUITE® allows to issue and manage ''invoices ''within the [[FM - Financial Management]] ''module''.
* ''Invoice attachment'': an attachment related to a specific ''invoice'', specifying the activities and or expenses included to which the ''invoice'' refer. ''Invoice attachments'' may be automatically generated during the billing process. See also ''billing'' and ''invoice''.
* ''ISO/IEC 20000'': an international standard for the quality of ''IT service management''. See also the [http://www.iso.org/ ISO website] for more information.
* ''ITIL®'': a set of best-practice publications for ''IT service management''. Owned by Axelos limited, ''ITIL®'' gives guidance on the provision of quality IT services and the processes, functions and other capabilities needed to support them. The ''ITIL®'' framework is based on a service lifecycle and consists of five lifecycle stages (service strategy, service design, service transition, service operation and continual service improvement), each of which has its own supporting publication. See also the ''ITIL® ''[http://www.itil-officialsite.com official site] for more information. ''ITIL® ''is a registered trade mark of Axelos limited.
* ''itmSUITE'': TBD
* ''IT Service Management'': the implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate mix of people, process and information technology.

== K ==
* ''Key business entity'': one of the key entities managed by itmSUITE® (''resources'', ''projects'', ''timesheets'', ''tickets'', etc.).
* ''Knowledge'': is one of the ''entities related to ''workflow engine''. See the ''[[Workflow engine]]'' page for more information.
* ''Knowledge Portal'': TBD.
* ''Known error'': a ''problem'' that has a documented root cause and/or a ''workaround''. The ''known error management'' process is responsible to manage ''known errors'' lifecycle. ''Known errors'' are typically used to provide (by publishing) ''workarounds'' to ''service'' users until a final solution for the underlying ''problem'' is not found.
* ''Known error management'': the process responsible of managing the life cycle of ''known errors''. A ''workflow cartridge ''is made available for the ''SM module ''which supports the execution of the ''incident management ''process according to the guidelines provided by ''ITIL® ''and ''ISO/IEC 20000''. See [[Known Error Management]] page for more information on this configuration.
* ''KPI'': Key Performance Indicator, TBD

== L ==
* ''LDAP'': TBD
* ''License'': the activation key enabling the use of itmSUITE® ''modules'' by ''users''. The ''license'' articulation is per ''module'' and per ''user type''. View the [[License]] details page for more information.
* ''List mode'': TBD non EJS mode, see also ''grid mode''.
* ''Log info'': the information about the access of ''users'' to itmSUITE® automatically recorded by the system. See [[Log management]] page for more info.

== M ==
* ''Manager'': a ''user'' with associated ''user type'' "Manager". A ''manager'' can configure ''company'' master data according to the privileges set in ''MURM''. Furthermore, he/she is automatically associated to the static ''role'' "Manager" which can be used in ''workflows'' and ''projects'' configurations.
* ''Manager row'': data for a'' timesheet'' corresponding to what a ''manager'' approves (usually corresponding to'' company'' billable values).
* ''Master data'': the set of data agreed and shared across itmSUITE® which supports the management of the ''key business entities''. For the list of ''master data'' tables refer to [[ItmSUITE® - Cross master data configuration|cross master data configuration]].
* ''Matrix timesheet'': TBD
* ''MB'': abbreviation for ''message bus''.
* ''MDMM (Master Data Management Matrix)'': the functionality which allows to manage grants for the records of some master data. See [[MDMM management]] page for more details.
* ''Master solution group'': a dynamic ''workflow role'' (e.g. used to define rights for ''workflow transitions'' or ''workflow fields''). The ''workflow field'' Master Solution Group let define the ''master solution group'' among available ''solution groups'' and this assignment can be done for each ''ticket'' instance. ''Master solution group'' is also named DSG1 (see ''dynamic solution groups'').
* ''Menu'': a link to a management functionality of itmSUITE®. These links are provided on the left of the itmSUITE® screen and changes according to the privileges and the configuration of their visibility. See the [[Menu management]] page for more information.
* ''Message'': a communication, caracterized by a subject, content, recipient(s) and, optionally, attachment(s) which can be sent through itmSUITE® ''message system'' to ''users'' or external recipients (in such a case the communication is sent through an email service). The ''message'' can also be based on a'' ticket message template''. See the [[Message system]] page for more information.
* ''Message bus'': TBD
* ''Message system'': one of the technical component of itmSUITE®, the ''message system'' is the engine dispatching all the messages automatically or manually generated within the system. The ''message system'' has a user interface which allows to receive and send messages and it can be synchronized with external mailing systems. See the [[Message system]] page for more information.
* ''Message template'': TBD.
* ''Metric'': TBD.
* ''Module'': one of the components of itmSUITE® which makes avaiable a specific sets of functionalities. ''Modules'' may be core or complementary. Core modules can be installed and activated autonomously. Complementary ''modules'' require the presence of at least one core ''module''. For a list of core modules and a description of their features refer to [[itmSUITE® - Core modules]]. For a list of complementary modules and a description of their features refer to [[itmSUITE® - Complementary modules]].
* ''Model'': a set of ''configuration items'' and their ''relationship'' represented according to specific modelling conventions which includes the definition of the entities, relationship types among them and graphical appearance.
* ''Monitoring system configuration'': TBD
* ''MSC'': abbreviation for ''monitoring system configuration''.
* ''MSG'': abbreviation for ''master solution group''.
* ''MURM'' (Managers User Rights Management); the functionality used to grant rights for ''managers''. This functionality can be accessed from '''''General/Company/MURM'''''.

== N ==
* ''NTLM'': TBD
* ''News'': they are broadcast communications relevant for the ''users'' or part of the ''users'' of itmSUITE®. The system makes available a management system to broadcast ''news'' to the target audience and for specific time frames. See [[News management]] page for more information.
* ''News management'': TBD

* ''Notification'': the configured schedule to communicate the ''event type template'' message related to an ''event type''. ''Notifications'' are sent via the itmSUITE® ''message system''. See also [[Notifications management]] page.

== O ==
* ''Object'': in [[ItmSUITE® - Core modules#CMS - Configuration Management System|CMS - Configuration Management System]] context, an element which can be used to represent an ''asset'' or a ''configuration item''.
* ''Objective'': objective characterized by a metric and targets which can be set and calculated by means of the ''OCE'' ''module''. They can be typically used in order to manage service levels.
* ''Objectives calculation engine'': a complementary module of itmSUITE®. The full name of it is [[OCE - Service Level Management]]. This ''module'' enables to manage ''service levels'' for ''service'' and ''projects''.
* ''OCE'': abbreviation for ''objectives calculation engine''.
* ''Organizational unit'': the representation of the organizational structure of a ''client''. Levels of the organization can be defined by means of tree nodes and ''clients'<nowiki/>'' associated ''resources'' can be related to each. The ''service provider''' s organization can be mapped by using a fictitious ''client''.
* ''OU'': abbreviation for''organizational unit''.

== P ==
* ''Passive channel'': TBD
* ''PBS'': see ''product breakdown structure''.
* ''Percentage complete'' (''% complete''): TBD
* ''Personal preferences'': the set of ''user''<nowiki/>'s preferences concerning the use of itmSUITE® which can be managed by the ''user''. See the [[Personal options|Personal preferences]] page for more details.
* ''PFD'': see product flow diagram.
* ''Planned % complete'': TBD
* ''Pm'': abbreviation for ''project manager''.
* ''PM'': abbreviation for ''project and portfolio management''.
* ''PM row'': data for a ''timesheet'' corresponding to what the ''project manager'' or ''service manager'' approves (the ''company'' cost).
* ''Portfolio analysis'': TBD report
* ''Portfolio gantt'': TBD
* ''Problem: ''according to ''ITIL®'', a ''problem'' is a cause of one or more ''incidents''. The cause is not usually known at the time a ''problem'' record is created, and the ''problem management'' process is responsible for further investigation. ''Problems'' are managed via the ''problem management'' process and a ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''.
* ''Problem management'': according to ''ITIL®, ''the process responsible for managing the lifecycle of all ''problems''. ''Problem management'' proactively prevents ''incidents'' from happening and minimizes the impact of ''incidents'' that cannot be prevented. A ''workflow cartridge ''is made available for the ''SM module ''which supports the execution of the ''problem management ''process according to the guidelines provided by ''ITIL® ''and ''ISO/IEC 20000''.
* ''Process owner'': TBD
* ''Product'': this is any product or service provided by the ''company'' internally or to its clients. itmSUITE® allows to manage ''product ''master data ''product'' as an entity in ''workflows ''and ''modules''.See also [[ItmSUITE® - Introduction to basic configuration|Introduction to basic configuration]] page for ''products'' configuration.

* ''Product breakdown structure'': a hierarchy of all the ''deliveries'' to be produced during a ''project'' or ''service''.
* ''Product flow diagram'': a diagram showing the sequence of production and interdependencies of the ''deliveries'' listed in a ''product breakdown structure''.
* ''Project'': a temporary organization that is created for the purpose of delivering one or more business products according to an agreed Business Case. For this purpose, in itmSUITE® a set of entities, their attributes and related management functionalities are made available to the'' users'' which play a role in the ''project''.
* ''Project activity'': an activity scheduled for a ''project''. This is one of the information managed by itmSUITE[[ItmSUITE® - Core modules|®]] for a ''project''.
* ''Project activity type'': a categorization for ''project activities''.
* ''Project and portfolio management'': one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Core modules#PM - Project and Portfolio Management|PM - Project and Portfolio Management]]. This ''module'' enables to manage ''projects'' and portfolios of ''projects''.
* ''Project currency'': TBD.
* ''Project delivery'': see ''delivery''.
* ''Project explorer'': TBD (CMS context)
* ''Project issue'': TBD
* ''Project manager'': this is a special role on a ''project'', automatically inheriting specific rights and visibility of data for it.
* ''Project milestone'': a structured check of the status of a ''project'' where several information (''estimation'', progress, comments, etc.) are gathered and stored. These information may be used for ''project'' control (see [[semaphores]]).
* ''Project off-specs'': TBD
* ''Project portfolio'': TBD
* ''Project RFC'': TBD
* ''Project risk'': see ''risk''.
* ''Project semaphore'': see ''semaphore''.
* ''Purchase contract'': see ''contract''.

== Q ==

== R ==
* ''RE'': abbreviation for ''reconciliation engine''.
* ''REP: ''abbreviation for ''reporting management''.
* ''Reconciliation'': a process performed by the ''reconciliation engine'' which allows to import information from a data source into the ''CMS'' in a controlled way (deciding which information for which ''configuration item'' to import).
* ''Reconciliation engine: ''one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Complementary modules#RE - Reconciliation Engine|RE - Reconciliation Engine]]. This ''module ''enables the ''reconciliation'' process.
* ''RfC'': abbreviation for ''Request for Change''.
* ''Relationship'': a relationship between two ''configuration items''.
* ''Release'': according to ''ITIL®'', one or more ''changes'' to an IT service that are built, tested and deployed together. A single release may include ''changes'' to hardware, software, documentation, processes and other components. ''Releases'' are managed through the ''release and deployment management'' process and a ''workflow cartridge'' is made available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''.
* ''Release and deployment management: ''according to ''ITIL®'', the process responsible for planning, scheduling and controlling the build, test and deployment of ''releases'', and for delivering new functionality required by the business while protecting the integrity of existing ''services''. A ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''. See [[Release Management]] page for more information on this configuration.
* ''Release management'': see ''release and deployment management''.
* ''Report'': a report generated with ''reporting management''.
* ''Reporting management: ''one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Complementary modules#REP - Reporting Management|REP - Reporting Engine]]. This modules enables to define and embed new reports in addition to those predefined in itmSUITE®.
* ''Report template'': TBD
* ''Request'': see ''self service request''.
* ''Request for Change'': TBD.
* ''Request fulfilment: ''according to ''ITIL®, t''he process responsible for managing the lifec ycle of all ''service requests''. A ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''. See [[Request Fulfilment]] page for more information on this configuration.
* ''Resource'': term used to refer to a human resource and his/her associated information managed in itmSUITE®. A ''resource'' may or may not have an account and, therefore, be a ''user''.
* ''Resource row'': data for a ''timesheet'' corresponding to what declared by the ''resource''.
* ''Resolution cause'': TBD
* ''Risk'': an uncertain event or set of events that, should it occur, will have an effect on the achievement of objectives. A risk is measured by a combination of the probability of a perceived threat or opportunity occurring, and the magnitude of its impact on objectives. Risks can be managed for ''[[glossary|projects]]'' and ''[[glossary|services]]'' in the ''Issues/Risks'' tab.
* ''Role'': a usage profile determining ''user''<nowiki/>'s rights on data and functionalities. More than a ''role'' may be associated to a ''user''. ''Roles'' are distinguished in ''application level'' ''roles'', ''projects'' and ''services'' related ''roles'', ''workflows'' related'' roles. Application level'' ''roles'' are set at ''user''<nowiki/>'s level and related to the available ''licenses'' (they determine the number of users who may be activated). ''Project'' and ''service'' roles are dynamically assigned to ''users'' in the context of each ''project'' or ''service''. ''Workflows roles'' are dynamically assigned to ''users'' in the context of each ''workflow'' See also ''[[Roles]]'' page for more information.
* ''.rptdesign'': extension for a file created by the ''BIRT designer'' component.

== S ==
* ''SACM'': abbreviation for ''service asset and Configuration management''.
* ''Sales contract'': see ''contract''.
* ''Sale role'': TBD.
* ''Sales role tarif'': TBD''.''
* ''Search context'': the definition of the scope where a search, with a '''Quick Search''' (available right on the top part of the itmSUITE® screen). ''Search contexts ''are of three types: preinstalled (and not modifiable), published by a ''manager'' or defined by a ''user''. ''Search contexts'' are listed next to the '''Quick Search''' command and their scope can be tailored on any part of itmSUITE®. See [[search context management]] page for more information.
* ''Self service'': see ''self service portal''.
* ''Self service category'': a part of the organization of the ''self service portal''. ''Self service categories'' may be defined for each ''self service topic'' and they appear as a tree on left side of the ''self service portal ''with a maximum two level of depth.
* ''Self service portal'': a functionality of itmSUITE® enabling ''users'' to quickly open ''tickets ''by browsing a structured presentation of the available ones. The levels of presentation are ''self service topics'' (highest level), ''self service category'' (intermediate level) and ''self service requests'' (lowest level). itmSUITE® makes it possible to define the visibility of data according to needs. See the [[self service portal]] page for more information.
* ''Self service request'': the lowest element for the structure of a ''self service portal''. For each ''self service category'' it is possible to define one or more ''self service requests''. ''Self service requests'' are configured to trigger the activation of a ''workflow'', also passing some initial settings to it.
* ''Self service topic'': a part of the organization of the ''self service portal''. ''Self service topics ''may be customized with icons and they appear in the upper part of the ''self service portal''. Their selection influences the visibility of ''self service categories''.
* ''Semaphore'': a metric which is used to monitor a particular aspect of the status of a'' project ''(''project semaphore'') or ''service'' (''service semaphore''). Threshold values shall be defined for each ''semaphore'' and are used in reports and messages where the status of a ''project'' is reported. Se the [[semaphores]] dedicated page for more information.
* ''Service'': a mean to provide value to customers by facilitating outcomes customers wants to achieve using resources and capabilities. For this purpose, in itmSUITE®, a set of entities, their attributes and related management functionalities are made available to the ''users ''which play a role in the delivery of the ''service''.
* ''Service activity'': an activity scheduled for a ''service''. This is one of the information managed by itmSUITE® <nowiki/>for a ''service''.
* ''Service asset and configuration management'': according to ''ITIL®'', the process responsible for ensuring that the assets required to deliver services are properly controlled, and that accurate and reliable information about those assets is available when and where it is needed. This information includes details of how the assets have been configured and the relationships between assets. Service asset and configuration management purpose and objectives are fully supported by the ''CMS'' ''module'' of itmSUITE®.
* ''Service catalogue'': TBD
* ''Service delivery'': see ''delivery''.
* ''Service desk:'' according to ''ITIL®, t''he single point of contact between the service provider and the users. A typical service desk manages incidents and service requests, and also handles communication with the users. itmSUITE® fully enables the implementation and management of a ''service desk''.
* ''Service desk and service management: ''one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Core modules#SM - Service Desk and Service Management|SM - Service Desk and Service Management]]. This ''module ''enables to manage ''services''.
* ''Service level'': according to ''ITIL®, a ''measured and reported achievement against one or more service level targets. The term is sometimes used informally to mean service level target. In itmSUITE® ''service levels'' can be defined and measured by means of the [[OCE - Service Level Management]] ''module''.
* ''Service level management'': according to ''ITIL®, t''he process responsible for negotiating achievable service level agreements and ensuring that these are met. It is responsible for ensuring that all ''IT service management processes'', operational level agreements and underpinning contracts are appropriate for the agreed ''service level'' targets. ''Service level management'' monitors and reports on service levels, holds regular service reviews with customers, and identifies required improvements. Several itmSUITE® ''modules'' support the implementation and management of the ''service level management'' process: [[OCE - Service Level Management]] supports the definition, calculation and use (e.g. in ''ticket'' lists or forms) of the ''service levels''; [[ItmSUITE® - Core modules#SM - Service Desk and Service Management|SM - Service Desk and Service Management]] supports the definition of processes to manage service reviews and service improvements; [[ItmSUITE® - Complementary modules#REP - Reporting Management|REP - Reporting Engine]] supports the monitoring and reporting of ''service levels''.
* ''Service manager'': this is a special ''role'' on a ''service'', automatically inheriting specific rights and visibility of data for it. In ''ITIL®'', this is a generic term for any manager within the service provider. Most commonly used to refer to a business relationship manager, a process manager or a senior manager with responsibility for IT services overall.
* ''Service provider'': TBD
* ''Service request'': according to ''ITIL®, ''a formal request from a user for something to be provided – for example, a request for information or advice; to reset a password; or to install a workstation for a new user. ''Service requests'' are managed by the ''request fulfilment'' process, usually in conjunction with the ''service desk''. A ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''. See [[Request Fulfilment]] page for more information on this configuration. ''Service requests'' should not be confused ''self service request'' although ''self service requests'' may often be a configured to instantiate ''service requests''.

* ''Service review'': a structured check of the status of a ''service ''where several information (''estimation'', progress, comments, etc.) are gathered and stored. These information may be used for ''service ''control (see [[semaphores]]).
* ''Service risk'': see ''risk''.
* ''Service semaphore'': see ''semaphore''.
* ''SG'': abbreviation for ''solution group''.
* ''Sm'': abbreviation for ''service manager''.
* ''SM'': abbreviation for ''service desk and service management.''
* ''Solution group'': see groups. A ''solution group'' is generally meant as a ''group'' dedicated to the resolution of ''incidents'' and/or ''problems''.
* ''Solution group manager'': see ''group manager''.
* ''SRCS'': abbreviation for Self service Request Configuration System, see ''self service''.
* ''Standard change'': TBD
* ''Status'': TBD
* ''Superadmin'': a special ''user type''. A ''superadmin'' ''user'' is created with predefined access credentials when itmSUITE® is initially installed. The ''superadmin'' may: create new ''companies'', create other ''users'' (either ''superadmins'' or ''users'' with ''user type'' "Admin" enabled to configure the ''companies'' to which they are associated) and perform some key essential settings in order to enable other ''users'' to complete ''company'' configurations. For more information, have a look to the ''[[superadmin]]'' page.
* ''Suppliers'': a generic term that means a supplier providing services, resources and/or goods to a ''company''. itmSUITE® allows to manage ''supplier ''master data and ''supplier ''as an entity in ''workflows ''and ''modules''.
* ''Symbol'': in CMS context - TBD

== T ==
* ''Third solution group'': TBD
* ''Ticket'': term used to refer to an instance of a process managed through the ''workflow engine''.
* ''Ticket activity'': an activity scheduled to manage a ''ticket''.
* ''Ticket activities template'': a predefined and configured set of ''ticket activities'' in order to manage a ''ticket''.
* ''Ticket estimation'': a ''ticket'' estimation (budget, balance and estimation to complete) made for a ''ticket'' in its ''Estimation'' section.
* ''Ticket message template'': a predefined model which is used to create a ''message''. For example, this is used for the creation of ''messages'' from ''tickets''.
* ''Ticket type'': TBD
* ''Ticket worker'': a ''resource'' assigned to work on a specific ''ticket''. This is also a ''workflow'' related ''role''.
* ''Time zone'': the time zone of reference used to read date/time data which can be chosen by a ''resource'' (see ''personal preferences''). A time zone is set for the system and date/time values are converted and shown to the ''user'' according to the chosen ''time zone'' for the ''resource''. For more information see [[time zone management]] page.

* ''Timesheet'': a record corresponding to a declaration of work done. This work can be related to a ''project'' or a a ''service ''or to any detailed elements (such as ''project activities'', ''service activities'', or ''tickets'' or ''ticket activities'') of them.
* ''Timesheet attachment'': an attachment (document) related to a ''timesheet''. A ''timesheet attachment'' is generally used to document expenses.
* ''To do list'': TBD
* ''Transition'': see ''workflow transition''.
* ''Tuple'': TBD

== U ==
* ''User'': the login information which can be associated to one ''resource'' per ''company''. A ''resource'' with an active ''user'' can enter and use itmSUITE® according to the configured grants. Only a ''user'' can be associated with a ''resource'' per each ''company'' (''a'' user may be associated to different ''resources'' in different ''companies''). The association of a ''user'' to a ''resource'' is not mandatory. ''Users'' should have one or more ''user type''.
* ''User type'': there are different types of ''users'' ("Requester", "Resource", "Project/Service Manager", "Manager", "Admin" and "Superadmin"). one or more ''user types'' may be associated to a ''user''. The association of a ''user type'' also enables some related functionalities: see [[Users and resources]] and [[Roles]] pages for additional information.

== V ==
* VAT: TBD
* ''VCE'': abbreviation for ''Visual Condition Editor''.
* ''VCE condition'': a boolean expression defined with the ''Visual Condition Editor''.
* ''View'': is a preconfigured selectionof attributes and associated preferences (including a ''filter'') to list records for an itmSUITE® managed entity (e.g. ''projects'', ''services''). ''Views'' can be created and distributed to ''users''. See [[Views management]] page for more details.
* ''Visual Condition Editor'': TBD. See also ''[[visual condition editor]]'' page.
== W ==
* ''Workaround'': according to ''ITIL®, r''educing or eliminating the impact of an ''incident'' or ''problem'' for which a full resolution is not yet available – for example, by restarting a failed configuration item. ''Workarounds'' are documented in ''known error'' records. The ''known error management'' process is responsible for the life cycle of ''knonw errors''.
* ''Workflow'': a business process, made of a sequence of activities transforming inputs into outputs with the aim to achieve specific outcomes. With itmSUITE® it is possible to support the execution of ''workflows ''by means of the ''workflow engine''. See the ''[[Workflow engine]] ''page for more information.
* ''Workflow administrative status'': a field among those manageable for a ''workflow''. The field represents the administrative status of the ''workflow'' instance which, in turn, plays a role in the billing processes managed by the ''financial management'' module.

* ''Workflow cartridge'': the set of configuration settings which define the contents and execution of a ''workflow'' by means of the ''workflow engine''. See the ''[[Workflow engine]]'' page for more information.
* ''Workflow causal'': when transitioning from a ''workflow status'' to another it is possible to configure the ''workflow engine'' so that it requires or simply enables to specify the reason for the transition itself. This reason is known as ''workflow causal'' and it can be categorized using ''workflow causal types'' (e.g. all the possible workflow reasons to move from a source status to a closed status).
* ''Workflow causal type'': a categorization of ''workflow causal''.
* ''Workflow conditions'': Boolean expressions used to influence the visibility or possibility to edit ''workflow fields'' by ''users''. The Boolean expressions may take into consideration attributes of system entities (e.g. ''projects'', ''services'', ''tickets'', etc.).
* ''Workflow custom field'': see ''workflow fields''.
* ''Workflow engine'': the component of itmSUITE®, part of the [[ItmSUITE® - Core modules|SM - Service Desk and Service Management]] ''module'', which allows to configure and execute ''workflows''.See the ''[[Workflow engine]] ''page for more information.
* ''Workflow explorer'': TBD
* ''Workflow field'': a component of a ''workflow ''corresponding to a managed entity attribute which can be used in a ''workflow form''. ''Workflow fields'' can be of two types: "predefined" and "custom". Predefined ''workflow fields'' are pre installed and available for any ''workflow'' while custom ones can be specifically defined and managed for a ''workflow''.
* ''Workflow form'': TBD.
* ''Workflow form section'': TBD.

* ''Workflow operational status'': see ''workflow status''.
* ''Workflow notifications'': TBD.
* ''Workflow role'': see ''role''.
* ''Workflow status'': a condition of a ''workflow ''instance. ''Workflow statuses'' may be defined by the ''process owners ''and are of two types: "normal" and "legacy". TBD
* ''Workflow transition'': the rule allowing ''users'' to pass from a ''workflow status'' to another. Rights to execute ''workflow transitions'' are part of the ''workflow'' configuration.
* ''Workspace'': TBD

== X ==

== Y ==

== Z ==

[[category:Glossary]]

Glossary

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{{Index}}
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Below is a list of terms and definitions used in this documentation.

== A ==
* ''Access management:'' according to ''ITIL®, t''he process responsible for allowing users to make use of IT services, data or other assets. Access management helps to protect the confidentiality, integrity and availability of assets by ensuring that only authorized users are able to access or modify them. Access management implements the policies of information security management and is sometimes referred to as rights management or identity management. In itmSUITE®, the typical activities required by ''access management'' can be dealt through ''service requests'' or ''changes''.
* ''Action'': TBD
* ''Action engine'': TBD
* ''Active channel'': TBD
* ''Admin'': a special ''user type''. The ''admin'' may: perform basic configuration and create other ''users'' for the administered ''company.'' For more information, have a look to the ''[[admin]]'' page.
* ''Administrator'': resource with ''Admin'' characteristics
* ''Admin kit'': TBD
* ''Application language'': one of the languages for which itmSUITE® makes available the user interface (forms to interact and messages). See also ''business languages'' and [[Multi language]] management.
* ''Application level role'': see ''role''.
* ''ASM'': abbreviation for ''asset management''.
* ''ASM view'': a view, defined by a list of columns, which is used to list ''configuration items''.
* ''Asset'': any element, physical or virtual, which can contribute to the successful management of the business area supported by itmSUITE®. An asset can be, for example, a PC, a printer, a software component, a table a machine, etc.
* ''Asset management:'' one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Complementary modules#ASM - Asset Management|ASM - Asset Management]]. It allows to manage ''assets'', It can also refer to the asset management process according to the context. TBC.....
* ''Attribute'': a ''configuration item'' information (e.g. its name, location, date of purchase, etc.).

== B ==
* ''Balance'': TBD
* ''BaseDN'': TBD
* ''Baseline'': see ''configuration baseline''.
* ''Billing'': a feature, part of the ''[[ItmSUITE® - Core modules#FM - Financial Management|FM - Financial Management]]'' ''module, ''enabling the possibility to create ''invoices'' based on ''timesheets'' or predefined amounts related, or not, to a ''delivery''.
* ''Billing schedule'': a tranche of a ''sales contract'' to be invoiced. The billing schedule may be dependent or not on ''[[glossary|deliveries]]''.
* ''Binding layer'': a graphical frame used in the [[ItmSUITE® - Core modules#CMS - Configuration Management System|CMS - Configuration Management System]] ''module. ''For any object placed in it the relationships between the objects placed and the objects represented by the frame are automatically created. So, for example, a ''binding layer'' may represent an IT service and may be configured to generate the 'is component' relationships with the objects placed in it (e.g. a server is component of the IT service). ''Binding layers'' simplify the management and building of a ''CMS''.
* ''Budget'': TBD
* ''Business language:'' a language used by the itmSUITE® users to communicate within the business processes. See also ''application languages'' and [[Multi language]] management.
* ''BIRT'': an open source software project that provides the BIRT technology platform to create data visualizations and reports that can be embedded into rich client and web applications. The itmSUITE® [[ItmSUITE® - Complementary modules#REP - Reporting Management|REP - Reporting Engine]] allows exactly this embedding. For further information, visit the [http://eclipse.org/birt/about/ BIRT website].
* ''BIRT designer'': one of the two key components of ''BIRT ''allowing to create new reports which can be embedded in itmSUITE®.
* ''BIRT engine'': the component of ''BIRT'' which allows the execution and rendering of reports created through the ''BIRT designer ''and embedded in itmSUITE® as ''.rptdesign'' files.

== C ==
* ''CAB'': abbreviation for ''change advisory board''.
* ''Change:'' according to ''ITIL®'', a ''change'' is the addition, modification or removal of anything that could have an effect on IT services. ''Changes'' are managed through the ''change management'' process and a ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''.
* ''Change advisory board'': TBD
* ''Change authority'': TBD
* ''Change management'': according to ''ITIL®,'' the process responsible for controlling the life cycle of all ''changes'', enabling beneficial changes to be made with minimum disruption to IT services. A ''workflow cartridge''is is made available for the ''SM module ''which supports the execution of the ''change management'' process according to the guidelines provided by ''ITIL® ''and ''ISO/IEC 20000''.
* ''CI'': abbreviation for ''configuration item''.
* ''Client'': a generic term that means a customer, the business or a business customer. itmSUITE® allows to manage ''client'' master data and ''client'' as an entity in ''workflows'' and ''modules''.
* ''CMS'': abbreviation for Configuration Management System.
* ''CMS DB'': TBD
* ''CMS fat client'': a desktop application which enables to access ''CMS'' administration and reporting functionalities. See [[CMS fat client]] page for more information.
* ''CMS server'': TBD
* ''CMS web client'': a browser accessible application which enables to access and update ''CMS'' contents.
* ''Closure cause'': TBD.
* ''Company'': a business organization (legal entity or simply a business unit or a department) which is defined and used for the aim of segregating data. itmSUITE® is natively multi tenancy, meaning it allows to manage different ''companies'' in the same application instance. Only ''users ''login information (including the associated ''roles'') and ''super admin ''may be cross ''companies ''while all the other information are managed at ''company ''level.
* ''Company calendar'': see ''company working days calendar''.
* ''Company working days calendar'': the calendar specifying the working days and time for a specific ''company''.
* ''Component: ''abbreviation for ''dashboard component''.
* ''Configuration baseline'': TBD.
* ''Configuration exploration'': a specific itmSUITE® functionality making possible, starting from a ''configuration item'', to analyse and graphically represent the relationship of it with other ''configuration items''. The number of levels and the scope of the exploration are defined at launch time. ''Configuration exploration'' is available if ''CMS'' ''module'' is installed. See also [[Configuration exploration]] page for more information.
* ''Configuration item'': a specific type of ''asset ''which contributes to the delivery of an IT service.
* ''Configuration management'': see ''service asset and configuration management''.'' ''
* ''Configuration management database'': (CMDB) organized repository of all elements of IT structure which undergo the configuration management process.
* ''Configuration management system'': a set of tools, data and information that is used to support service asset and configuration management. A dedicated ''module'' of ItmSUITE®, [[ItmSUITE®_-_Core_modules#CMS - Configuration Management System|CMS - Configuration Management System]], is dedicated to this.

* ''Contact'': a referent person related to a ''client ''or a ''supplier ''and his/her information.
* ''Contract'': generally, a legally binding agreement between two or more parties. itmSUITE® allows to manage ''contracts ''master data and ''contracts ''as an entity in various ''modules ''and functionalities. Contracts may be of two types:''sales contracts ''(with ''clients'') and ''purchase contracts ''(with ''suppliers'').''Purchase contracts ''are also often used to manage standard internal cost for ''resources''. This is an example of their flexible use, often for agreements which are not legally binding. ''Contracts'' management is made available only if the [[FM - Financial Management]] ''module'' is active.
* ''Cost occurrence'': an actual cost which is recorded for a ''service ''and, optionally, for a ''ticket'' (therefore a process instance, such as a specific ''change'').

* ''Cost occurrence dimension'': the type of ''cost occurrence''. Two alternative are possible: "Balance" or "Confirmed". The exact meaning is a convention. "Balance" may refer to an order confirmation while "Confirmed" to the actual occurrence of the cost (e.g. goods delivery).
* ''Creator'': the ''user'' who creates a ''ticket''.
* ''Credit note'': a form or letter sent by a seller to a buyer, stating that a certain amount has been credited to the buyer's. A ''credit note'' is issued in various situations to correct a mistake, such as when an invoice amount is overstated, correct discount rate is not applied, etc. itmSUITE® allows to issue and manage ''credit notes'' within the [[FM - Financial Management]] ''module''.
* ''Custom field'': see ''workflow custom field''.
* ''Custom time ranges'': these are definitions of time frames. These can be used in several other functionalities, for example by the ''self service configuration system''.

== D ==
* ''DashBoard'': TBD the dashboard ''module''.
* ''Dashboard'': TBD (the elements managed by the DB module).
* ''Dashboard component'': an object, e.g. graphic, which can be included in a ''dashboard''.
* ''Data source'': is a name given to the connection set up to a database. In the context of ''workflow'' management this refers to the a set of data which is used to populate a ''workflow custom field''.
* ''DB'': abbreviation for ''DashBoard''.
* ''DE'': abbreviation for ''discovery engine''.
* ''Decision matrix'': a rule which makes it possible to calculate the value of a target ''ticket'' ''workflow field'' based on the value of two other influencing (driving) ''workflow fields''.
* ''Delivery'': an expected output of a'' [[glossary|project]]'' or ''[[glossary|service]]'', whether tangible or intangible.
* ''Delivery type'': TBD.
* ''Demand management: ''the process enabling the clients (and their delegated users) of services (e.g. IT services) to ask for new services or changes to those existing. The process includes the analysis and authorization steps needed to authorize the request and activate the fulfilment process (generally managed by means of ''change management'' or ''request fulfilment'' processes). '''NOTE''': this given definition of ''demand management'' is typical of some contexts (IT management in some countries) and does not fully match the ''ITIL®'' one nor the one commonly accepted in some business contexts (a planning methodology used to manage and forecast the demand of products and services). A ''workflow cartridge ''is made available for the ''SM module ''which supports the execution of the ''demand management ''process. See [[Demand Management]] page for more information on this configuration.
* ''Deployment change'': TBD
* ''Deployment change management'': TBD
* ''Discovery engine'': one of the ''modules'' of itmSUITE®. The full name of it is [[ItmSUITE® - Core modules#DE - Discovery Engine|DE - Discovery Engine]]. By installing its agents on IT components, it allows to gather information on hardware, software components and their relationships. The result of the discoveries may be imported in the ''CMS''.
* ''Dynamic solution group'': it is a ''workflow field'' (therefore used in ''tickets'') which contains a list of ''groups''. ''Dynamic solution groups'' are currently 6: DSG1 (also named ''master solution group''), DSG2 (also named ''solution group''), DSG3 (also named "third solution group", DSG4, DSG5 and DSG6.
* ''Document'': TBD
* ''Document position'': a logical repository area where ''documents'' can be stored. The logical repository areas are: "Project", "Timesheet Record", "Milestone", "Purchase Contract", "Sale Contract", "Resource", "Cost Occurence", "Delivery", "Ticket", "Service" and "Invoice/Credit Note".
* ''DSG'': abbreviation for ''dynamic solution group''.

== E ==
* ''EAC'': abbreviation for ''estimation at completion''.
* ''Earn'': TBD
* ''Earned value'': TBD
* ''EEM:'' abbreviation for ''external event management''.
* ''Estimation'': an overall economic evaluation of a ''service'' or ''project'' or a related to a specific ''ticket'' (process instance). The ''estimation'' may include the following types of costs: effort related (deriving from ''timesheets'' work declarations and associated ''purchase contracts''), expenses related (deriving from expenses declared in ''timesheets'' and the applicable ''purchase contracts'') and cost items related (deriving from specific cost elements such as investments or services). The evaluation may include three cost dimensions: budget, balance and forecast (budget + balance) at a specific ''estimation period''.
* ''Estimation at completion'': TBD
* ''Estimation competence period'': the ''estimation'' can be split in time frames (''estimation competence periods'') for which it is possible to view and update data. The ''estimation competence periods'' can be: the overall ''project'' or ''service'', years or months.
* ''Estimation period'': the date at which all costs of an ''estimation'' are evaluated.
* ''Estimation repository'': the logical repository where ''estimations'' related to ''projects'' or ''services'' (not those related to ''tickets'') can be saved and from where they can be later loaded.
* ''Estimation to completion'': TBD
* ''ETC'': abbreviation for ''estimation to completion''.
* ''External event management: ''one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Complementary modules#EEM - External Event Management|EEM - External Event Management]]. It facilitates the integration of events occurring in systems external to itmSUITE® with the functionalities of itmSUITE® itself or vice versa (e.g. the opening of an itmSUITE® ''ticket'' based on the content of an incoming email).
* ''Event type'': predefined types of occurring activities or outcomes in the domain of itmSUITE®. Examples of ''event types'' are the following: change of the status of a ''ticket activity'', assignment of a ''project activity'' to a ''resource'', a change of status of a ''ticket'', etc. ''Event types'' are associated to an ''event type template'' and sent according to the specified schedule (''notification''). See also [[Notifications management]] page.

* ''Event type template'': the message template (an html file) related to an ''event type'' which is used when a notification for the ''event type'' is triggered. For more information on how to edit this type of file, see also [[Notifications management]] page.
* ''Exploration'': see ''configuration exploration''.

== F ==
* ''Filter'': it is a set of selection criteria to be applied to a ''view''. ''Filters'' can be created and distributed to ''users''. See [[Filter management]] page for more details.
* ''Field'': see ''workflow field''.
* ''Financial management:'' one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Complementary modules#FM - Financial Management|FM - Financial Management]]. It allows to manage financial aspects (budget, balance data and forecasting) of ''projects'', ''services'' and their related entities (''project activities'', ''tickets'', and ''ticket activities'').
* ''FM:'' abbreviation for ''financial management''.
* ''Form section'': see workflow form section.

== G ==
* ''Grant'': a permission given to a ''role'' to view a specific ''workflow field''. ''Grants'' are given for specific ''workflow statuses'' in the context of ''workflow'' configuration.
* ''Grid mode'': a component which allows to manage records of data in a way similar to what happens in a spreadsheet. See [[grid mode]] for more information on the features and use of this component.
* ''Grid search'': TBD
* ''Group'': a team of people but also one of the ''workflow ''related ''roles.''For example,'' groups ''can be used to assign ''tickets ''and ''ticket activities''.
* ''Group manager'': the resource coordinating or responsible for a'' group''.

== H ==
''Help editor'': TBD.

== I ==
* ''Impact analysis'': a functionality of ''CMS''. Starting from a ''configuration item'','' ''it allows to find the impact of its failure on other ''configuration items'' of type IT service.
* ''Impact chain'': TBD.
* ''Incident:'' according to ''ITIL®'', an ''incident'' is an unplanned interruption to an IT service or reduction in the quality of an IT service. Failure of a configuration item that has not yet affected service is also an incident – for example, failure of one disk from a mirror set. ''Incidents'' are managed through the ''incident management'' process and a ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''.
* ''Incident management'': according to ''ITIL®, ''the process responsible for for managing the lifecycle of all ''incidents''. ''Incident management'' ensures that normal service operation is restored as quickly as possible and the business impact is minimized. A ''workflow cartridge ''is made available for the ''SM module ''which supports the execution of the ''incident management ''process according to the guidelines provided by ''ITIL® ''and''ISO/IEC 20000''. See [[Incident Management]] page for more information on this configuration.
* ''Invoice'': a commercial document issued by a seller to a buyer. It identifies both the trading parties and lists, describes, and quantifies the items sold, prices, discounts (if any), etc. itmSUITE® allows to issue and manage ''invoices ''within the [[FM - Financial Management]] ''module''.
* ''Invoice attachment'': an attachment related to a specific ''invoice'', specifying the activities and or expenses included to which the ''invoice'' refer. ''Invoice attachments'' may be automatically generated during the billing process. See also ''billing'' and ''invoice''.
* ''ISO/IEC 20000'': an international standard for the quality of ''IT service management''. See also the [http://www.iso.org/ ISO website] for more information.
* ''ITIL®'': a set of best-practice publications for ''IT service management''. Owned by Axelos limited, ''ITIL®'' gives guidance on the provision of quality IT services and the processes, functions and other capabilities needed to support them. The ''ITIL®'' framework is based on a service lifecycle and consists of five lifecycle stages (service strategy, service design, service transition, service operation and continual service improvement), each of which has its own supporting publication. See also the ''ITIL® ''[http://www.itil-officialsite.com official site] for more information. ''ITIL® ''is a registered trade mark of Axelos limited.
* ''itmSUITE'': TBD
* ''IT Service Management'': the implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate mix of people, process and information technology.

== K ==
* ''Key business entity'': one of the key entities managed by itmSUITE® (''resources'', ''projects'', ''timesheets'', ''tickets'', etc.).
* ''Knowledge'': is one of the ''entities related to ''workflow engine''. See the ''[[Workflow engine]]'' page for more information.
* ''Knowledge Portal'': TBD.
* ''Known error'': a ''problem'' that has a documented root cause and/or a ''workaround''. The ''known error management'' process is responsible to manage ''known errors'' lifecycle. ''Known errors'' are typically used to provide (by publishing) ''workarounds'' to ''service'' users until a final solution for the underlying ''problem'' is not found.
* ''Known error management'': the process responsible of managing the life cycle of ''known errors''. A ''workflow cartridge ''is made available for the ''SM module ''which supports the execution of the ''incident management ''process according to the guidelines provided by ''ITIL® ''and ''ISO/IEC 20000''. See [[Known Error Management]] page for more information on this configuration.
* ''KPI'': Key Performance Indicator, TBD

== L ==
* ''LDAP'': TBD
* ''License'': the activation key enabling the use of itmSUITE® ''modules'' by ''users''. The ''license'' articulation is per ''module'' and per ''user type''. View the [[License]] details page for more information.
* ''List mode'': TBD non EJS mode, see also ''grid mode''.
* ''Log info'': the information about the access of ''users'' to itmSUITE® automatically recorded by the system. See [[Log management]] page for more info.

== M ==
* ''Manager'': a ''user'' with associated ''user type'' "Manager". A ''manager'' can configure ''company'' master data according to the privileges set in ''MURM''. Furthermore, he/she is automatically associated to the static ''role'' "Manager" which can be used in ''workflows'' and ''projects'' configurations.
* ''Manager row'': data for a'' timesheet'' corresponding to what a ''manager'' approves (usually corresponding to'' company'' billable values).
* ''Master data'': the set of data agreed and shared across itmSUITE® which supports the management of the ''key business entities''. For the list of ''master data'' tables refer to [[ItmSUITE® - Cross master data configuration|cross master data configuration]].
* ''Matrix timesheet'': TBD
* ''MB'': abbreviation for ''message bus''.
* ''MDMM (Master Data Management Matrix)'': the functionality which allows to manage grants for the records of some master data. See [[MDMM management]] page for more details.
* ''Master solution group'': a dynamic ''workflow role'' (e.g. used to define rights for ''workflow transitions'' or ''workflow fields''). The ''workflow field'' Master Solution Group let define the ''master solution group'' among available ''solution groups'' and this assignment can be done for each ''ticket'' instance.
* ''Menu'': a link to a management functionality of itmSUITE®. These links are provided on the left of the itmSUITE® screen and changes according to the privileges and the configuration of their visibility. See the [[Menu management]] page for more information.
* ''Message'': a communication, caracterized by a subject, content, recipient(s) and, optionally, attachment(s) which can be sent through itmSUITE® ''message system'' to ''users'' or external recipients (in such a case the communication is sent through an email service). The ''message'' can also be based on a'' ticket message template''. See the [[Message system]] page for more information.
* ''Message bus'': TBD
* ''Message system'': one of the technical component of itmSUITE®, the ''message system'' is the engine dispatching all the messages automatically or manually generated within the system. The ''message system'' has a user interface which allows to receive and send messages and it can be synchronized with external mailing systems. See the [[Message system]] page for more information.
* ''Message template'': TBD.
* ''Metric'': TBD.
* ''Module'': one of the components of itmSUITE® which makes avaiable a specific sets of functionalities. ''Modules'' may be core or complementary. Core modules can be installed and activated autonomously. Complementary ''modules'' require the presence of at least one core ''module''. For a list of core modules and a description of their features refer to [[itmSUITE® - Core modules]]. For a list of complementary modules and a description of their features refer to [[itmSUITE® - Complementary modules]].
* ''Model'': a set of ''configuration items'' and their ''relationship'' represented according to specific modelling conventions which includes the definition of the entities, relationship types among them and graphical appearance.
* ''Monitoring system configuration'': TBD
* ''MSC'': abbreviation for ''monitoring system configuration''.
* ''MSG'': abbreviation for ''master solution group''.
* ''MURM'' (Managers User Rights Management); the functionality used to grant rights for ''managers''. This functionality can be accessed from '''''General/Company/MURM'''''.

== N ==
* ''NTLM'': TBD
* ''News'': they are broadcast communications relevant for the ''users'' or part of the ''users'' of itmSUITE®. The system makes available a management system to broadcast ''news'' to the target audience and for specific time frames. See [[News management]] page for more information.
* ''News management'': TBD

* ''Notification'': the configured schedule to communicate the ''event type template'' message related to an ''event type''. ''Notifications'' are sent via the itmSUITE® ''message system''. See also [[Notifications management]] page.

== O ==
* ''Object'': in [[ItmSUITE® - Core modules#CMS - Configuration Management System|CMS - Configuration Management System]] context, an element which can be used to represent an ''asset'' or a ''configuration item''.
* ''Objective'': objective characterized by a metric and targets which can be set and calculated by means of the ''OCE'' ''module''. They can be typically used in order to manage service levels.
* ''Objectives calculation engine'': a complementary module of itmSUITE®. The full name of it is [[OCE - Service Level Management]]. This ''module'' enables to manage ''service levels'' for ''service'' and ''projects''.
* ''OCE'': abbreviation for ''objectives calculation engine''.
* ''Organizational unit'': the representation of the organizational structure of a ''client''. Levels of the organization can be defined by means of tree nodes and ''clients'<nowiki/>'' associated ''resources'' can be related to each. The ''service provider''' s organization can be mapped by using a fictitious ''client''.
* ''OU'': abbreviation for''organizational unit''.

== P ==
* ''Passive channel'': TBD
* ''PBS'': see ''product breakdown structure''.
* ''Percentage complete'' (''% complete''): TBD
* ''Personal preferences'': the set of ''user''<nowiki/>'s preferences concerning the use of itmSUITE® which can be managed by the ''user''. See the [[Personal options|Personal preferences]] page for more details.
* ''PFD'': see product flow diagram.
* ''Planned % complete'': TBD
* ''Pm'': abbreviation for ''project manager''.
* ''PM'': abbreviation for ''project and portfolio management''.
* ''PM row'': data for a ''timesheet'' corresponding to what the ''project manager'' or ''service manager'' approves (the ''company'' cost).
* ''Portfolio analysis'': TBD report
* ''Portfolio gantt'': TBD
* ''Problem: ''according to ''ITIL®'', a ''problem'' is a cause of one or more ''incidents''. The cause is not usually known at the time a ''problem'' record is created, and the ''problem management'' process is responsible for further investigation. ''Problems'' are managed via the ''problem management'' process and a ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''.
* ''Problem management'': according to ''ITIL®, ''the process responsible for managing the lifecycle of all ''problems''. ''Problem management'' proactively prevents ''incidents'' from happening and minimizes the impact of ''incidents'' that cannot be prevented. A ''workflow cartridge ''is made available for the ''SM module ''which supports the execution of the ''problem management ''process according to the guidelines provided by ''ITIL® ''and ''ISO/IEC 20000''.
* ''Process owner'': TBD
* ''Product'': this is any product or service provided by the ''company'' internally or to its clients. itmSUITE® allows to manage ''product ''master data ''product'' as an entity in ''workflows ''and ''modules''.See also [[ItmSUITE® - Introduction to basic configuration|Introduction to basic configuration]] page for ''products'' configuration.

* ''Product breakdown structure'': a hierarchy of all the ''deliveries'' to be produced during a ''project'' or ''service''.
* ''Product flow diagram'': a diagram showing the sequence of production and interdependencies of the ''deliveries'' listed in a ''product breakdown structure''.
* ''Project'': a temporary organization that is created for the purpose of delivering one or more business products according to an agreed Business Case. For this purpose, in itmSUITE® a set of entities, their attributes and related management functionalities are made available to the'' users'' which play a role in the ''project''.
* ''Project activity'': an activity scheduled for a ''project''. This is one of the information managed by itmSUITE[[ItmSUITE® - Core modules|®]] for a ''project''.
* ''Project activity type'': a categorization for ''project activities''.
* ''Project and portfolio management'': one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Core modules#PM - Project and Portfolio Management|PM - Project and Portfolio Management]]. This ''module'' enables to manage ''projects'' and portfolios of ''projects''.
* ''Project currency'': TBD.
* ''Project delivery'': see ''delivery''.
* ''Project explorer'': TBD (CMS context)
* ''Project issue'': TBD
* ''Project manager'': this is a special role on a ''project'', automatically inheriting specific rights and visibility of data for it.
* ''Project milestone'': a structured check of the status of a ''project'' where several information (''estimation'', progress, comments, etc.) are gathered and stored. These information may be used for ''project'' control (see [[semaphores]]).
* ''Project off-specs'': TBD
* ''Project portfolio'': TBD
* ''Project RFC'': TBD
* ''Project risk'': see ''risk''.
* ''Project semaphore'': see ''semaphore''.
* ''Purchase contract'': see ''contract''.

== Q ==

== R ==
* ''RE'': abbreviation for ''reconciliation engine''.
* ''REP: ''abbreviation for ''reporting management''.
* ''Reconciliation'': a process performed by the ''reconciliation engine'' which allows to import information from a data source into the ''CMS'' in a controlled way (deciding which information for which ''configuration item'' to import).
* ''Reconciliation engine: ''one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Complementary modules#RE - Reconciliation Engine|RE - Reconciliation Engine]]. This ''module ''enables the ''reconciliation'' process.
* ''RfC'': abbreviation for ''Request for Change''.
* ''Relationship'': a relationship between two ''configuration items''.
* ''Release'': according to ''ITIL®'', one or more ''changes'' to an IT service that are built, tested and deployed together. A single release may include ''changes'' to hardware, software, documentation, processes and other components. ''Releases'' are managed through the ''release and deployment management'' process and a ''workflow cartridge'' is made available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''.
* ''Release and deployment management: ''according to ''ITIL®'', the process responsible for planning, scheduling and controlling the build, test and deployment of ''releases'', and for delivering new functionality required by the business while protecting the integrity of existing ''services''. A ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''. See [[Release Management]] page for more information on this configuration.
* ''Release management'': see ''release and deployment management''.
* ''Report'': a report generated with ''reporting management''.
* ''Reporting management: ''one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Complementary modules#REP - Reporting Management|REP - Reporting Engine]]. This modules enables to define and embed new reports in addition to those predefined in itmSUITE®.
* ''Report template'': TBD
* ''Request'': see ''self service request''.
* ''Request for Change'': TBD.
* ''Request fulfilment: ''according to ''ITIL®, t''he process responsible for managing the lifec ycle of all ''service requests''. A ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''. See [[Request Fulfilment]] page for more information on this configuration.
* ''Resource'': term used to refer to a human resource and his/her associated information managed in itmSUITE®. A ''resource'' may or may not have an account and, therefore, be a ''user''.
* ''Resource row'': data for a ''timesheet'' corresponding to what declared by the ''resource''.
* ''Resolution cause'': TBD
* ''Risk'': an uncertain event or set of events that, should it occur, will have an effect on the achievement of objectives. A risk is measured by a combination of the probability of a perceived threat or opportunity occurring, and the magnitude of its impact on objectives. Risks can be managed for ''[[glossary|projects]]'' and ''[[glossary|services]]'' in the ''Issues/Risks'' tab.
* ''Role'': a usage profile determining ''user''<nowiki/>'s rights on data and functionalities. More than a ''role'' may be associated to a ''user''. ''Roles'' are distinguished in ''application level'' ''roles'', ''projects'' and ''services'' related ''roles'', ''workflows'' related'' roles. Application level'' ''roles'' are set at ''user''<nowiki/>'s level and related to the available ''licenses'' (they determine the number of users who may be activated). ''Project'' and ''service'' roles are dynamically assigned to ''users'' in the context of each ''project'' or ''service''. ''Workflows roles'' are dynamically assigned to ''users'' in the context of each ''workflow'' See also ''[[Roles]]'' page for more information.
* ''.rptdesign'': extension for a file created by the ''BIRT designer'' component.

== S ==
* ''SACM'': abbreviation for ''service asset and Configuration management''.
* ''Sales contract'': see ''contract''.
* ''Sale role'': TBD.
* ''Sales role tarif'': TBD''.''
* ''Search context'': the definition of the scope where a search, with a '''Quick Search''' (available right on the top part of the itmSUITE® screen). ''Search contexts ''are of three types: preinstalled (and not modifiable), published by a ''manager'' or defined by a ''user''. ''Search contexts'' are listed next to the '''Quick Search''' command and their scope can be tailored on any part of itmSUITE®. See [[search context management]] page for more information.
* ''Self service'': see ''self service portal''.
* ''Self service category'': a part of the organization of the ''self service portal''. ''Self service categories'' may be defined for each ''self service topic'' and they appear as a tree on left side of the ''self service portal ''with a maximum two level of depth.
* ''Self service portal'': a functionality of itmSUITE® enabling ''users'' to quickly open ''tickets ''by browsing a structured presentation of the available ones. The levels of presentation are ''self service topics'' (highest level), ''self service category'' (intermediate level) and ''self service requests'' (lowest level). itmSUITE® makes it possible to define the visibility of data according to needs. See the [[self service portal]] page for more information.
* ''Self service request'': the lowest element for the structure of a ''self service portal''. For each ''self service category'' it is possible to define one or more ''self service requests''. ''Self service requests'' are configured to trigger the activation of a ''workflow'', also passing some initial settings to it.
* ''Self service topic'': a part of the organization of the ''self service portal''. ''Self service topics ''may be customized with icons and they appear in the upper part of the ''self service portal''. Their selection influences the visibility of ''self service categories''.
* ''Semaphore'': a metric which is used to monitor a particular aspect of the status of a'' project ''(''project semaphore'') or ''service'' (''service semaphore''). Threshold values shall be defined for each ''semaphore'' and are used in reports and messages where the status of a ''project'' is reported. Se the [[semaphores]] dedicated page for more information.
* ''Service'': a mean to provide value to customers by facilitating outcomes customers wants to achieve using resources and capabilities. For this purpose, in itmSUITE®, a set of entities, their attributes and related management functionalities are made available to the ''users ''which play a role in the delivery of the ''service''.
* ''Service activity'': an activity scheduled for a ''service''. This is one of the information managed by itmSUITE® <nowiki/>for a ''service''.
* ''Service asset and configuration management'': according to ''ITIL®'', the process responsible for ensuring that the assets required to deliver services are properly controlled, and that accurate and reliable information about those assets is available when and where it is needed. This information includes details of how the assets have been configured and the relationships between assets. Service asset and configuration management purpose and objectives are fully supported by the ''CMS'' ''module'' of itmSUITE®.
* ''Service catalogue'': TBD
* ''Service delivery'': see ''delivery''.
* ''Service desk:'' according to ''ITIL®, t''he single point of contact between the service provider and the users. A typical service desk manages incidents and service requests, and also handles communication with the users. itmSUITE® fully enables the implementation and management of a ''service desk''.
* ''Service desk and service management: ''one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Core modules#SM - Service Desk and Service Management|SM - Service Desk and Service Management]]. This ''module ''enables to manage ''services''.
* ''Service level'': according to ''ITIL®, a ''measured and reported achievement against one or more service level targets. The term is sometimes used informally to mean service level target. In itmSUITE® ''service levels'' can be defined and measured by means of the [[OCE - Service Level Management]] ''module''.
* ''Service level management'': according to ''ITIL®, t''he process responsible for negotiating achievable service level agreements and ensuring that these are met. It is responsible for ensuring that all ''IT service management processes'', operational level agreements and underpinning contracts are appropriate for the agreed ''service level'' targets. ''Service level management'' monitors and reports on service levels, holds regular service reviews with customers, and identifies required improvements. Several itmSUITE® ''modules'' support the implementation and management of the ''service level management'' process: [[OCE - Service Level Management]] supports the definition, calculation and use (e.g. in ''ticket'' lists or forms) of the ''service levels''; [[ItmSUITE® - Core modules#SM - Service Desk and Service Management|SM - Service Desk and Service Management]] supports the definition of processes to manage service reviews and service improvements; [[ItmSUITE® - Complementary modules#REP - Reporting Management|REP - Reporting Engine]] supports the monitoring and reporting of ''service levels''.
* ''Service manager'': this is a special ''role'' on a ''service'', automatically inheriting specific rights and visibility of data for it. In ''ITIL®'', this is a generic term for any manager within the service provider. Most commonly used to refer to a business relationship manager, a process manager or a senior manager with responsibility for IT services overall.
* ''Service provider'': TBD
* ''Service request'': according to ''ITIL®, ''a formal request from a user for something to be provided – for example, a request for information or advice; to reset a password; or to install a workstation for a new user. ''Service requests'' are managed by the ''request fulfilment'' process, usually in conjunction with the ''service desk''. A ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''. See [[Request Fulfilment]] page for more information on this configuration. ''Service requests'' should not be confused ''self service request'' although ''self service requests'' may often be a configured to instantiate ''service requests''.

* ''Service review'': a structured check of the status of a ''service ''where several information (''estimation'', progress, comments, etc.) are gathered and stored. These information may be used for ''service ''control (see [[semaphores]]).
* ''Service risk'': see ''risk''.
* ''Service semaphore'': see ''semaphore''.
* ''SG'': abbreviation for ''solution group''.
* ''Sm'': abbreviation for ''service manager''.
* ''SM'': abbreviation for ''service desk and service management.''
* ''Solution group'': see groups. A ''solution group'' is generally meant as a ''group'' dedicated to the resolution of ''incidents'' and/or ''problems''.
* ''Solution group manager'': see ''group manager''.
* ''SRCS'': abbreviation for Self service Request Configuration System, see ''self service''.
* ''Standard change'': TBD
* ''Status'': TBD
* ''Superadmin'': a special ''user type''. A ''superadmin'' ''user'' is created with predefined access credentials when itmSUITE® is initially installed. The ''superadmin'' may: create new ''companies'', create other ''users'' (either ''superadmins'' or ''users'' with ''user type'' "Admin" enabled to configure the ''companies'' to which they are associated) and perform some key essential settings in order to enable other ''users'' to complete ''company'' configurations. For more information, have a look to the ''[[superadmin]]'' page.
* ''Suppliers'': a generic term that means a supplier providing services, resources and/or goods to a ''company''. itmSUITE® allows to manage ''supplier ''master data and ''supplier ''as an entity in ''workflows ''and ''modules''.
* ''Symbol'': in CMS context - TBD

== T ==
* ''Third solution group'': TBD
* ''Ticket'': term used to refer to an instance of a process managed through the ''workflow engine''.
* ''Ticket activity'': an activity scheduled to manage a ''ticket''.
* ''Ticket activities template'': a predefined and configured set of ''ticket activities'' in order to manage a ''ticket''.
* ''Ticket estimation'': a ''ticket'' estimation (budget, balance and estimation to complete) made for a ''ticket'' in its ''Estimation'' section.
* ''Ticket message template'': a predefined model which is used to create a ''message''. For example, this is used for the creation of ''messages'' from ''tickets''.
* ''Ticket type'': TBD
* ''Ticket worker'': a ''resource'' assigned to work on a specific ''ticket''. This is also a ''workflow'' related ''role''.
* ''Time zone'': the time zone of reference used to read date/time data which can be chosen by a ''resource'' (see ''personal preferences''). A time zone is set for the system and date/time values are converted and shown to the ''user'' according to the chosen ''time zone'' for the ''resource''. For more information see [[time zone management]] page.

* ''Timesheet'': a record corresponding to a declaration of work done. This work can be related to a ''project'' or a a ''service ''or to any detailed elements (such as ''project activities'', ''service activities'', or ''tickets'' or ''ticket activities'') of them.
* ''Timesheet attachment'': an attachment (document) related to a ''timesheet''. A ''timesheet attachment'' is generally used to document expenses.
* ''To do list'': TBD
* ''Transition'': see ''workflow transition''.
* ''Tuple'': TBD

== U ==
* ''User'': the login information which can be associated to one ''resource'' per ''company''. A ''resource'' with an active ''user'' can enter and use itmSUITE® according to the configured grants. Only a ''user'' can be associated with a ''resource'' per each ''company'' (''a'' user may be associated to different ''resources'' in different ''companies''). The association of a ''user'' to a ''resource'' is not mandatory. ''Users'' should have one or more ''user type''.
* ''User type'': there are different types of ''users'' ("Requester", "Resource", "Project/Service Manager", "Manager", "Admin" and "Superadmin"). one or more ''user types'' may be associated to a ''user''. The association of a ''user type'' also enables some related functionalities: see [[Users and resources]] and [[Roles]] pages for additional information.

== V ==
* VAT: TBD
* ''VCE'': abbreviation for ''Visual Condition Editor''.
* ''VCE condition'': a boolean expression defined with the ''Visual Condition Editor''.
* ''View'': is a preconfigured selectionof attributes and associated preferences (including a ''filter'') to list records for an itmSUITE® managed entity (e.g. ''projects'', ''services''). ''Views'' can be created and distributed to ''users''. See [[Views management]] page for more details.
* ''Visual Condition Editor'': TBD. See also ''[[visual condition editor]]'' page.
== W ==
* ''Workaround'': according to ''ITIL®, r''educing or eliminating the impact of an ''incident'' or ''problem'' for which a full resolution is not yet available – for example, by restarting a failed configuration item. ''Workarounds'' are documented in ''known error'' records. The ''known error management'' process is responsible for the life cycle of ''knonw errors''.
* ''Workflow'': a business process, made of a sequence of activities transforming inputs into outputs with the aim to achieve specific outcomes. With itmSUITE® it is possible to support the execution of ''workflows ''by means of the ''workflow engine''. See the ''[[Workflow engine]] ''page for more information.
* ''Workflow administrative status'': a field among those manageable for a ''workflow''. The field represents the administrative status of the ''workflow'' instance which, in turn, plays a role in the billing processes managed by the ''financial management'' module.

* ''Workflow cartridge'': the set of configuration settings which define the contents and execution of a ''workflow'' by means of the ''workflow engine''. See the ''[[Workflow engine]]'' page for more information.
* ''Workflow causal'': when transitioning from a ''workflow status'' to another it is possible to configure the ''workflow engine'' so that it requires or simply enables to specify the reason for the transition itself. This reason is known as ''workflow causal'' and it can be categorized using ''workflow causal types'' (e.g. all the possible workflow reasons to move from a source status to a closed status).
* ''Workflow causal type'': a categorization of ''workflow causal''.
* ''Workflow conditions'': Boolean expressions used to influence the visibility or possibility to edit ''workflow fields'' by ''users''. The Boolean expressions may take into consideration attributes of system entities (e.g. ''projects'', ''services'', ''tickets'', etc.).
* ''Workflow custom field'': see ''workflow fields''.
* ''Workflow engine'': the component of itmSUITE®, part of the [[ItmSUITE® - Core modules|SM - Service Desk and Service Management]] ''module'', which allows to configure and execute ''workflows''.See the ''[[Workflow engine]] ''page for more information.
* ''Workflow explorer'': TBD
* ''Workflow field'': a component of a ''workflow ''corresponding to a managed entity attribute which can be used in a ''workflow form''. ''Workflow fields'' can be of two types: "predefined" and "custom". Predefined ''workflow fields'' are pre installed and available for any ''workflow'' while custom ones can be specifically defined and managed for a ''workflow''.
* ''Workflow form'': TBD.
* ''Workflow form section'': TBD.

* ''Workflow operational status'': see ''workflow status''.
* ''Workflow notifications'': TBD.
* ''Workflow role'': see ''role''.
* ''Workflow status'': a condition of a ''workflow ''instance. ''Workflow statuses'' may be defined by the ''process owners ''and are of two types: "normal" and "legacy". TBD
* ''Workflow transition'': the rule allowing ''users'' to pass from a ''workflow status'' to another. Rights to execute ''workflow transitions'' are part of the ''workflow'' configuration.
* ''Workspace'': TBD

== X ==

== Y ==

== Z ==

[[category:Glossary]]

Glossary

2017-11-05T20:18:17Z

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{{Index}}
{{clear}}

Below is a list of terms and definitions used in this documentation.

== A ==
* ''Access management:'' according to ''ITIL®, t''he process responsible for allowing users to make use of IT services, data or other assets. Access management helps to protect the confidentiality, integrity and availability of assets by ensuring that only authorized users are able to access or modify them. Access management implements the policies of information security management and is sometimes referred to as rights management or identity management. In itmSUITE®, the typical activities required by ''access management'' can be dealt through ''service requests'' or ''changes''.
* ''Action'': TBD
* ''Action engine'': TBD
* ''Active channel'': TBD
* ''Admin'': a special ''user type''. The ''admin'' may: perform basic configuration and create other ''users'' for the administered ''company.'' For more information, have a look to the ''[[admin]]'' page.
* ''Administrator'': resource with ''Admin'' characteristics
* ''Admin kit'': TBD
* ''Application language'': one of the languages for which itmSUITE® makes available the user interface (forms to interact and messages). See also ''business languages'' and [[Multi language]] management.
* ''Application level role'': see ''role''.
* ''ASM'': abbreviation for ''asset management''.
* ''ASM view'': a view, defined by a list of columns, which is used to list ''configuration items''.
* ''Asset'': any element, physical or virtual, which can contribute to the successful management of the business area supported by itmSUITE®. An asset can be, for example, a PC, a printer, a software component, a table a machine, etc.
* ''Asset management:'' one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Complementary modules#ASM - Asset Management|ASM - Asset Management]]. It allows to manage ''assets'', It can also refer to the asset management process according to the context. TBC.....
* ''Attribute'': a ''configuration item'' information (e.g. its name, location, date of purchase, etc.).

== B ==
* ''Balance'': TBD
* ''BaseDN'': TBD
* ''Baseline'': see ''configuration baseline''.
* ''Billing'': a feature, part of the ''[[ItmSUITE® - Core modules#FM - Financial Management|FM - Financial Management]]'' ''module, ''enabling the possibility to create ''invoices'' based on ''timesheets'' or predefined amounts related, or not, to a ''delivery''.
* ''Billing schedule'': a tranche of a ''sales contract'' to be invoiced. The billing schedule may be dependent or not on ''[[glossary|deliveries]]''.
* ''Binding layer'': a graphical frame used in the [[ItmSUITE® - Core modules#CMS - Configuration Management System|CMS - Configuration Management System]] ''module. ''For any object placed in it the relationships between the objects placed and the objects represented by the frame are automatically created. So, for example, a ''binding layer'' may represent an IT service and may be configured to generate the 'is component' relationships with the objects placed in it (e.g. a server is component of the IT service). ''Binding layers'' simplify the management and building of a ''CMS''.
* ''Budget'': TBD
* ''Business language:'' a language used by the itmSUITE® users to communicate within the business processes. See also ''application languages'' and [[Multi language]] management.
* ''BIRT'': an open source software project that provides the BIRT technology platform to create data visualizations and reports that can be embedded into rich client and web applications. The itmSUITE® [[ItmSUITE® - Complementary modules#REP - Reporting Management|REP - Reporting Engine]] allows exactly this embedding. For further information, visit the [http://eclipse.org/birt/about/ BIRT website].
* ''BIRT designer'': one of the two key components of ''BIRT ''allowing to create new reports which can be embedded in itmSUITE®.
* ''BIRT engine'': the component of ''BIRT'' which allows the execution and rendering of reports created through the ''BIRT designer ''and embedded in itmSUITE® as ''.rptdesign'' files.

== C ==
* ''CAB'': abbreviation for ''change advisory board''.
* ''Change:'' according to ''ITIL®'', a ''change'' is the addition, modification or removal of anything that could have an effect on IT services. ''Changes'' are managed through the ''change management'' process and a ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''.
* ''Change advisory board'': TBD
* ''Change authority'': TBD
* ''Change management'': according to ''ITIL®,'' the process responsible for controlling the life cycle of all ''changes'', enabling beneficial changes to be made with minimum disruption to IT services. A ''workflow cartridge''is is made available for the ''SM module ''which supports the execution of the ''change management'' process according to the guidelines provided by ''ITIL® ''and ''ISO/IEC 20000''.
* ''CI'': abbreviation for ''configuration item''.
* ''Client'': a generic term that means a customer, the business or a business customer. itmSUITE® allows to manage ''client'' master data and ''client'' as an entity in ''workflows'' and ''modules''.
* ''CMS'': abbreviation for Configuration Management System.
* ''CMS DB'': TBD
* ''CMS fat client'': a desktop application which enables to access ''CMS'' administration and reporting functionalities. See [[CMS fat client]] page for more information.
* ''CMS server'': TBD
* ''CMS web client'': a browser accessible application which enables to access and update ''CMS'' contents.
* ''Closure cause'': TBD.
* ''Company'': a business organization (legal entity or simply a business unit or a department) which is defined and used for the aim of segregating data. itmSUITE® is natively multi tenancy, meaning it allows to manage different ''companies'' in the same application instance. Only ''users ''login information (including the associated ''roles'') and ''super admin ''may be cross ''companies ''while all the other information are managed at ''company ''level.
* ''Company calendar'': see ''company working days calendar''.
* ''Company working days calendar'': the calendar specifying the working days and time for a specific ''company''.
* ''Component: ''abbreviation for ''dashboard component''.
* ''Configuration baseline'': TBD.
* ''Configuration exploration'': a specific itmSUITE® functionality making possible, starting from a ''configuration item'', to analyse and graphically represent the relationship of it with other ''configuration items''. The number of levels and the scope of the exploration are defined at launch time. ''Configuration exploration'' is available if ''CMS'' ''module'' is installed. See also [[Configuration exploration]] page for more information.
* ''Configuration item'': a specific type of ''asset ''which contributes to the delivery of an IT service.
* ''Configuration management'': see ''service asset and configuration management''.'' ''
* ''Configuration management database'': (CMDB) organized repository of all elements of IT structure which undergo the configuration management process.
* ''Configuration management system'': a set of tools, data and information that is used to support service asset and configuration management. A dedicated ''module'' of ItmSUITE®, [[ItmSUITE®_-_Core_modules#CMS - Configuration Management System|CMS - Configuration Management System]], is dedicated to this.

* ''Contact'': a referent person related to a ''client ''or a ''supplier ''and his/her information.
* ''Contract'': generally, a legally binding agreement between two or more parties. itmSUITE® allows to manage ''contracts ''master data and ''contracts ''as an entity in various ''modules ''and functionalities. Contracts may be of two types:''sales contracts ''(with ''clients'') and ''purchase contracts ''(with ''suppliers'').''Purchase contracts ''are also often used to manage standard internal cost for ''resources''. This is an example of their flexible use, often for agreements which are not legally binding. ''Contracts'' management is made available only if the [[FM - Financial Management]] ''module'' is active.
* ''Cost occurrence'': an actual cost which is recorded for a ''service ''and, optionally, for a ''ticket'' (therefore a process instance, such as a specific ''change'').

* ''Cost occurrence dimension'': the type of ''cost occurrence''. Two alternative are possible: "Balance" or "Confirmed". The exact meaning is a convention. "Balance" may refer to an order confirmation while "Confirmed" to the actual occurrence of the cost (e.g. goods delivery).
* ''Creator'': the ''user'' who creates a ''ticket''.
* ''Credit note'': a form or letter sent by a seller to a buyer, stating that a certain amount has been credited to the buyer's. A ''credit note'' is issued in various situations to correct a mistake, such as when an invoice amount is overstated, correct discount rate is not applied, etc. itmSUITE® allows to issue and manage ''credit notes'' within the [[FM - Financial Management]] ''module''.
* ''Custom field'': see ''workflow custom field''.
* ''Custom time ranges'': these are definitions of time frames. These can be used in several other functionalities, for example by the ''self service configuration system''.

== D ==
* ''DashBoard'': TBD the dashboard ''module''.
* ''Dashboard'': TBD (the elements managed by the DB module).
* ''Dashboard component'': an object, e.g. graphic, which can be included in a ''dashboard''.
* ''Data source'': is a name given to the connection set up to a database. In the context of ''workflow'' management this refers to the a set of data which is used to populate a ''workflow custom field''.
* ''DB'': abbreviation for ''DashBoard''.
* ''DE'': abbreviation for ''discovery engine''.
* ''Decision matrix'': a rule which makes it possible to calculate the value of a target ''ticket'' ''workflow field'' based on the value of two other influencing (driving) ''workflow fields''.
* ''Delivery'': an expected output of a'' [[glossary|project]]'' or ''[[glossary|service]]'', whether tangible or intangible.
* ''Delivery type'': TBD.
* ''Demand management: ''the process enabling the clients (and their delegated users) of services (e.g. IT services) to ask for new services or changes to those existing. The process includes the analysis and authorization steps needed to authorize the request and activate the fulfilment process (generally managed by means of ''change management'' or ''request fulfilment'' processes). '''NOTE''': this given definition of ''demand management'' is typical of some contexts (IT management in some countries) and does not fully match the ''ITIL®'' one nor the one commonly accepted in some business contexts (a planning methodology used to manage and forecast the demand of products and services). A ''workflow cartridge ''is made available for the ''SM module ''which supports the execution of the ''demand management ''process. See [[Demand Management]] page for more information on this configuration.
* ''Deployment change'': TBD
* ''Deployment change management'': TBD
* ''Dynamic solution group'': TBD
* ''Discovery engine'': one of the ''modules'' of itmSUITE®. The full name of it is [[ItmSUITE® - Core modules#DE - Discovery Engine|DE - Discovery Engine]]. By installing its agents on IT components, it allows to gather information on hardware, software components and their relationships. The result of the discoveries may be imported in the ''CMS''.
* ''Document'': TBD
* ''Document position'': a logical repository area where ''documents'' can be stored. The logical repository areas are: "Project", "Timesheet Record", "Milestone", "Purchase Contract", "Sale Contract", "Resource", "Cost Occurence", "Delivery", "Ticket", "Service" and "Invoice/Credit Note".

== E ==
* ''EAC'': abbreviation for ''estimation at completion''.
* ''Earn'': TBD
* ''Earned value'': TBD
* ''EEM:'' abbreviation for ''external event management''.
* ''Estimation'': an overall economic evaluation of a ''service'' or ''project'' or a related to a specific ''ticket'' (process instance). The ''estimation'' may include the following types of costs: effort related (deriving from ''timesheets'' work declarations and associated ''purchase contracts''), expenses related (deriving from expenses declared in ''timesheets'' and the applicable ''purchase contracts'') and cost items related (deriving from specific cost elements such as investments or services). The evaluation may include three cost dimensions: budget, balance and forecast (budget + balance) at a specific ''estimation period''.
* ''Estimation at completion'': TBD
* ''Estimation competence period'': the ''estimation'' can be split in time frames (''estimation competence periods'') for which it is possible to view and update data. The ''estimation competence periods'' can be: the overall ''project'' or ''service'', years or months.
* ''Estimation period'': the date at which all costs of an ''estimation'' are evaluated.
* ''Estimation repository'': the logical repository where ''estimations'' related to ''projects'' or ''services'' (not those related to ''tickets'') can be saved and from where they can be later loaded.
* ''Estimation to completion'': TBD
* ''ETC'': abbreviation for ''estimation to completion''.
* ''External event management: ''one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Complementary modules#EEM - External Event Management|EEM - External Event Management]]. It facilitates the integration of events occurring in systems external to itmSUITE® with the functionalities of itmSUITE® itself or vice versa (e.g. the opening of an itmSUITE® ''ticket'' based on the content of an incoming email).
* ''Event type'': predefined types of occurring activities or outcomes in the domain of itmSUITE®. Examples of ''event types'' are the following: change of the status of a ''ticket activity'', assignment of a ''project activity'' to a ''resource'', a change of status of a ''ticket'', etc. ''Event types'' are associated to an ''event type template'' and sent according to the specified schedule (''notification''). See also [[Notifications management]] page.

* ''Event type template'': the message template (an html file) related to an ''event type'' which is used when a notification for the ''event type'' is triggered. For more information on how to edit this type of file, see also [[Notifications management]] page.
* ''Exploration'': see ''configuration exploration''.

== F ==
* ''Filter'': it is a set of selection criteria to be applied to a ''view''. ''Filters'' can be created and distributed to ''users''. See [[Filter management]] page for more details.
* ''Field'': see ''workflow field''.
* ''Financial management:'' one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Complementary modules#FM - Financial Management|FM - Financial Management]]. It allows to manage financial aspects (budget, balance data and forecasting) of ''projects'', ''services'' and their related entities (''project activities'', ''tickets'', and ''ticket activities'').
* ''FM:'' abbreviation for ''financial management''.
* ''Form section'': see workflow form section.

== G ==
* ''Grant'': a permission given to a ''role'' to view a specific ''workflow field''. ''Grants'' are given for specific ''workflow statuses'' in the context of ''workflow'' configuration.
* ''Grid mode'': a component which allows to manage records of data in a way similar to what happens in a spreadsheet. See [[grid mode]] for more information on the features and use of this component.
* ''Grid search'': TBD
* ''Group'': a team of people but also one of the ''workflow ''related ''roles.''For example,'' groups ''can be used to assign ''tickets ''and ''ticket activities''.
* ''Group manager'': the resource coordinating or responsible for a'' group''.

== H ==
''Help editor'': TBD.

== I ==
* ''Impact analysis'': a functionality of ''CMS''. Starting from a ''configuration item'','' ''it allows to find the impact of its failure on other ''configuration items'' of type IT service.
* ''Impact chain'': TBD.
* ''Incident:'' according to ''ITIL®'', an ''incident'' is an unplanned interruption to an IT service or reduction in the quality of an IT service. Failure of a configuration item that has not yet affected service is also an incident – for example, failure of one disk from a mirror set. ''Incidents'' are managed through the ''incident management'' process and a ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''.
* ''Incident management'': according to ''ITIL®, ''the process responsible for for managing the lifecycle of all ''incidents''. ''Incident management'' ensures that normal service operation is restored as quickly as possible and the business impact is minimized. A ''workflow cartridge ''is made available for the ''SM module ''which supports the execution of the ''incident management ''process according to the guidelines provided by ''ITIL® ''and''ISO/IEC 20000''. See [[Incident Management]] page for more information on this configuration.
* ''Invoice'': a commercial document issued by a seller to a buyer. It identifies both the trading parties and lists, describes, and quantifies the items sold, prices, discounts (if any), etc. itmSUITE® allows to issue and manage ''invoices ''within the [[FM - Financial Management]] ''module''.
* ''Invoice attachment'': an attachment related to a specific ''invoice'', specifying the activities and or expenses included to which the ''invoice'' refer. ''Invoice attachments'' may be automatically generated during the billing process. See also ''billing'' and ''invoice''.
* ''ISO/IEC 20000'': an international standard for the quality of ''IT service management''. See also the [http://www.iso.org/ ISO website] for more information.
* ''ITIL®'': a set of best-practice publications for ''IT service management''. Owned by Axelos limited, ''ITIL®'' gives guidance on the provision of quality IT services and the processes, functions and other capabilities needed to support them. The ''ITIL®'' framework is based on a service lifecycle and consists of five lifecycle stages (service strategy, service design, service transition, service operation and continual service improvement), each of which has its own supporting publication. See also the ''ITIL® ''[http://www.itil-officialsite.com official site] for more information. ''ITIL® ''is a registered trade mark of Axelos limited.
* ''itmSUITE'': TBD
* ''IT Service Management'': the implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate mix of people, process and information technology.

== K ==
* ''Key business entity'': one of the key entities managed by itmSUITE® (''resources'', ''projects'', ''timesheets'', ''tickets'', etc.).
* ''Knowledge'': is one of the ''entities related to ''workflow engine''. See the ''[[Workflow engine]]'' page for more information.
* ''Knowledge Portal'': TBD.
* ''Known error'': a ''problem'' that has a documented root cause and/or a ''workaround''. The ''known error management'' process is responsible to manage ''known errors'' lifecycle. ''Known errors'' are typically used to provide (by publishing) ''workarounds'' to ''service'' users until a final solution for the underlying ''problem'' is not found.
* ''Known error management'': the process responsible of managing the life cycle of ''known errors''. A ''workflow cartridge ''is made available for the ''SM module ''which supports the execution of the ''incident management ''process according to the guidelines provided by ''ITIL® ''and ''ISO/IEC 20000''. See [[Known Error Management]] page for more information on this configuration.
* ''KPI'': Key Performance Indicator, TBD

== L ==
* ''LDAP'': TBD
* ''License'': the activation key enabling the use of itmSUITE® ''modules'' by ''users''. The ''license'' articulation is per ''module'' and per ''user type''. View the [[License]] details page for more information.
* ''List mode'': TBD non EJS mode, see also ''grid mode''.
* ''Log info'': the information about the access of ''users'' to itmSUITE® automatically recorded by the system. See [[Log management]] page for more info.

== M ==
* ''Manager'': a ''user'' with associated ''user type'' "Manager". A ''manager'' can configure ''company'' master data according to the privileges set in ''MURM''. Furthermore, he/she is automatically associated to the static ''role'' "Manager" which can be used in ''workflows'' and ''projects'' configurations.
* ''Manager row'': data for a'' timesheet'' corresponding to what a ''manager'' approves (usually corresponding to'' company'' billable values).
* ''Master data'': the set of data agreed and shared across itmSUITE® which supports the management of the ''key business entities''. For the list of ''master data'' tables refer to [[ItmSUITE® - Cross master data configuration|cross master data configuration]].
* ''Matrix timesheet'': TBD
* ''MB'': abbreviation for ''message bus''.
* ''MDMM (Master Data Management Matrix)'': the functionality which allows to manage grants for the records of some master data. See [[MDMM management]] page for more details.
* ''Master solution group'': a dynamic ''workflow role'' (e.g. used to define rights for ''workflow transitions'' or ''workflow fields''). The ''workflow field'' Master Solution Group let define the ''master solution group'' among available ''solution groups'' and this assignment can be done for each ''ticket'' instance.
* ''Menu'': a link to a management functionality of itmSUITE®. These links are provided on the left of the itmSUITE® screen and changes according to the privileges and the configuration of their visibility. See the [[Menu management]] page for more information.
* ''Message'': a communication, caracterized by a subject, content, recipient(s) and, optionally, attachment(s) which can be sent through itmSUITE® ''message system'' to ''users'' or external recipients (in such a case the communication is sent through an email service). The ''message'' can also be based on a'' ticket message template''. See the [[Message system]] page for more information.
* ''Message bus'': TBD
* ''Message system'': one of the technical component of itmSUITE®, the ''message system'' is the engine dispatching all the messages automatically or manually generated within the system. The ''message system'' has a user interface which allows to receive and send messages and it can be synchronized with external mailing systems. See the [[Message system]] page for more information.
* ''Message template'': TBD.
* ''Metric'': TBD.
* ''Module'': one of the components of itmSUITE® which makes avaiable a specific sets of functionalities. ''Modules'' may be core or complementary. Core modules can be installed and activated autonomously. Complementary ''modules'' require the presence of at least one core ''module''. For a list of core modules and a description of their features refer to [[itmSUITE® - Core modules]]. For a list of complementary modules and a description of their features refer to [[itmSUITE® - Complementary modules]].
* ''Model'': a set of ''configuration items'' and their ''relationship'' represented according to specific modelling conventions which includes the definition of the entities, relationship types among them and graphical appearance.
* ''Monitoring system configuration'': TBD
* ''MSC'': abbreviation for ''monitoring system configuration''.
* ''MSG'': abbreviation for ''master solution group''.
* ''MURM'' (Managers User Rights Management); the functionality used to grant rights for ''managers''. This functionality can be accessed from '''''General/Company/MURM'''''.

== N ==
* ''NTLM'': TBD
* ''News'': they are broadcast communications relevant for the ''users'' or part of the ''users'' of itmSUITE®. The system makes available a management system to broadcast ''news'' to the target audience and for specific time frames. See [[News management]] page for more information.
* ''News management'': TBD

* ''Notification'': the configured schedule to communicate the ''event type template'' message related to an ''event type''. ''Notifications'' are sent via the itmSUITE® ''message system''. See also [[Notifications management]] page.

== O ==
* ''Object'': in [[ItmSUITE® - Core modules#CMS - Configuration Management System|CMS - Configuration Management System]] context, an element which can be used to represent an ''asset'' or a ''configuration item''.
* ''Objective'': objective characterized by a metric and targets which can be set and calculated by means of the ''OCE'' ''module''. They can be typically used in order to manage service levels.
* ''Objectives calculation engine'': a complementary module of itmSUITE®. The full name of it is [[OCE - Service Level Management]]. This ''module'' enables to manage ''service levels'' for ''service'' and ''projects''.
* ''OCE'': abbreviation for ''objectives calculation engine''.
* ''Organizational unit'': the representation of the organizational structure of a ''client''. Levels of the organization can be defined by means of tree nodes and ''clients'<nowiki/>'' associated ''resources'' can be related to each. The ''service provider''' s organization can be mapped by using a fictitious ''client''.
* ''OU'': abbreviation for''organizational unit''.

== P ==
* ''Passive channel'': TBD
* ''PBS'': see ''product breakdown structure''.
* ''Percentage complete'' (''% complete''): TBD
* ''Personal preferences'': the set of ''user''<nowiki/>'s preferences concerning the use of itmSUITE® which can be managed by the ''user''. See the [[Personal options|Personal preferences]] page for more details.
* ''PFD'': see product flow diagram.
* ''Planned % complete'': TBD
* ''Pm'': abbreviation for ''project manager''.
* ''PM'': abbreviation for ''project and portfolio management''.
* ''PM row'': data for a ''timesheet'' corresponding to what the ''project manager'' or ''service manager'' approves (the ''company'' cost).
* ''Portfolio analysis'': TBD report
* ''Portfolio gantt'': TBD
* ''Problem: ''according to ''ITIL®'', a ''problem'' is a cause of one or more ''incidents''. The cause is not usually known at the time a ''problem'' record is created, and the ''problem management'' process is responsible for further investigation. ''Problems'' are managed via the ''problem management'' process and a ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''.
* ''Problem management'': according to ''ITIL®, ''the process responsible for managing the lifecycle of all ''problems''. ''Problem management'' proactively prevents ''incidents'' from happening and minimizes the impact of ''incidents'' that cannot be prevented. A ''workflow cartridge ''is made available for the ''SM module ''which supports the execution of the ''problem management ''process according to the guidelines provided by ''ITIL® ''and ''ISO/IEC 20000''.
* ''Process owner'': TBD
* ''Product'': this is any product or service provided by the ''company'' internally or to its clients. itmSUITE® allows to manage ''product ''master data ''product'' as an entity in ''workflows ''and ''modules''.See also [[ItmSUITE® - Introduction to basic configuration|Introduction to basic configuration]] page for ''products'' configuration.

* ''Product breakdown structure'': a hierarchy of all the ''deliveries'' to be produced during a ''project'' or ''service''.
* ''Product flow diagram'': a diagram showing the sequence of production and interdependencies of the ''deliveries'' listed in a ''product breakdown structure''.
* ''Project'': a temporary organization that is created for the purpose of delivering one or more business products according to an agreed Business Case. For this purpose, in itmSUITE® a set of entities, their attributes and related management functionalities are made available to the'' users'' which play a role in the ''project''.
* ''Project activity'': an activity scheduled for a ''project''. This is one of the information managed by itmSUITE[[ItmSUITE® - Core modules|®]] for a ''project''.
* ''Project activity type'': a categorization for ''project activities''.
* ''Project and portfolio management'': one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Core modules#PM - Project and Portfolio Management|PM - Project and Portfolio Management]]. This ''module'' enables to manage ''projects'' and portfolios of ''projects''.
* ''Project currency'': TBD.
* ''Project delivery'': see ''delivery''.
* ''Project explorer'': TBD (CMS context)
* ''Project issue'': TBD
* ''Project manager'': this is a special role on a ''project'', automatically inheriting specific rights and visibility of data for it.
* ''Project milestone'': a structured check of the status of a ''project'' where several information (''estimation'', progress, comments, etc.) are gathered and stored. These information may be used for ''project'' control (see [[semaphores]]).
* ''Project off-specs'': TBD
* ''Project portfolio'': TBD
* ''Project RFC'': TBD
* ''Project risk'': see ''risk''.
* ''Project semaphore'': see ''semaphore''.
* ''Purchase contract'': see ''contract''.

== Q ==

== R ==
* ''RE'': abbreviation for ''reconciliation engine''.
* ''REP: ''abbreviation for ''reporting management''.
* ''Reconciliation'': a process performed by the ''reconciliation engine'' which allows to import information from a data source into the ''CMS'' in a controlled way (deciding which information for which ''configuration item'' to import).
* ''Reconciliation engine: ''one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Complementary modules#RE - Reconciliation Engine|RE - Reconciliation Engine]]. This ''module ''enables the ''reconciliation'' process.
* ''RfC'': abbreviation for ''Request for Change''.
* ''Relationship'': a relationship between two ''configuration items''.
* ''Release'': according to ''ITIL®'', one or more ''changes'' to an IT service that are built, tested and deployed together. A single release may include ''changes'' to hardware, software, documentation, processes and other components. ''Releases'' are managed through the ''release and deployment management'' process and a ''workflow cartridge'' is made available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''.
* ''Release and deployment management: ''according to ''ITIL®'', the process responsible for planning, scheduling and controlling the build, test and deployment of ''releases'', and for delivering new functionality required by the business while protecting the integrity of existing ''services''. A ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''. See [[Release Management]] page for more information on this configuration.
* ''Release management'': see ''release and deployment management''.
* ''Report'': a report generated with ''reporting management''.
* ''Reporting management: ''one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Complementary modules#REP - Reporting Management|REP - Reporting Engine]]. This modules enables to define and embed new reports in addition to those predefined in itmSUITE®.
* ''Report template'': TBD
* ''Request'': see ''self service request''.
* ''Request for Change'': TBD.
* ''Request fulfilment: ''according to ''ITIL®, t''he process responsible for managing the lifec ycle of all ''service requests''. A ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''. See [[Request Fulfilment]] page for more information on this configuration.
* ''Resource'': term used to refer to a human resource and his/her associated information managed in itmSUITE®. A ''resource'' may or may not have an account and, therefore, be a ''user''.
* ''Resource row'': data for a ''timesheet'' corresponding to what declared by the ''resource''.
* ''Resolution cause'': TBD
* ''Risk'': an uncertain event or set of events that, should it occur, will have an effect on the achievement of objectives. A risk is measured by a combination of the probability of a perceived threat or opportunity occurring, and the magnitude of its impact on objectives. Risks can be managed for ''[[glossary|projects]]'' and ''[[glossary|services]]'' in the ''Issues/Risks'' tab.
* ''Role'': a usage profile determining ''user''<nowiki/>'s rights on data and functionalities. More than a ''role'' may be associated to a ''user''. ''Roles'' are distinguished in ''application level'' ''roles'', ''projects'' and ''services'' related ''roles'', ''workflows'' related'' roles. Application level'' ''roles'' are set at ''user''<nowiki/>'s level and related to the available ''licenses'' (they determine the number of users who may be activated). ''Project'' and ''service'' roles are dynamically assigned to ''users'' in the context of each ''project'' or ''service''. ''Workflows roles'' are dynamically assigned to ''users'' in the context of each ''workflow'' See also ''[[Roles]]'' page for more information.
* ''.rptdesign'': extension for a file created by the ''BIRT designer'' component.

== S ==
* ''SACM'': abbreviation for ''service asset and Configuration management''.
* ''Sales contract'': see ''contract''.
* ''Sale role'': TBD.
* ''Sales role tarif'': TBD''.''
* ''Search context'': the definition of the scope where a search, with a '''Quick Search''' (available right on the top part of the itmSUITE® screen). ''Search contexts ''are of three types: preinstalled (and not modifiable), published by a ''manager'' or defined by a ''user''. ''Search contexts'' are listed next to the '''Quick Search''' command and their scope can be tailored on any part of itmSUITE®. See [[search context management]] page for more information.
* ''Self service'': see ''self service portal''.
* ''Self service category'': a part of the organization of the ''self service portal''. ''Self service categories'' may be defined for each ''self service topic'' and they appear as a tree on left side of the ''self service portal ''with a maximum two level of depth.
* ''Self service portal'': a functionality of itmSUITE® enabling ''users'' to quickly open ''tickets ''by browsing a structured presentation of the available ones. The levels of presentation are ''self service topics'' (highest level), ''self service category'' (intermediate level) and ''self service requests'' (lowest level). itmSUITE® makes it possible to define the visibility of data according to needs. See the [[self service portal]] page for more information.
* ''Self service request'': the lowest element for the structure of a ''self service portal''. For each ''self service category'' it is possible to define one or more ''self service requests''. ''Self service requests'' are configured to trigger the activation of a ''workflow'', also passing some initial settings to it.
* ''Self service topic'': a part of the organization of the ''self service portal''. ''Self service topics ''may be customized with icons and they appear in the upper part of the ''self service portal''. Their selection influences the visibility of ''self service categories''.
* ''Semaphore'': a metric which is used to monitor a particular aspect of the status of a'' project ''(''project semaphore'') or ''service'' (''service semaphore''). Threshold values shall be defined for each ''semaphore'' and are used in reports and messages where the status of a ''project'' is reported. Se the [[semaphores]] dedicated page for more information.
* ''Service'': a mean to provide value to customers by facilitating outcomes customers wants to achieve using resources and capabilities. For this purpose, in itmSUITE®, a set of entities, their attributes and related management functionalities are made available to the ''users ''which play a role in the delivery of the ''service''.
* ''Service activity'': an activity scheduled for a ''service''. This is one of the information managed by itmSUITE® <nowiki/>for a ''service''.
* ''Service asset and configuration management'': according to ''ITIL®'', the process responsible for ensuring that the assets required to deliver services are properly controlled, and that accurate and reliable information about those assets is available when and where it is needed. This information includes details of how the assets have been configured and the relationships between assets. Service asset and configuration management purpose and objectives are fully supported by the ''CMS'' ''module'' of itmSUITE®.
* ''Service catalogue'': TBD
* ''Service delivery'': see ''delivery''.
* ''Service desk:'' according to ''ITIL®, t''he single point of contact between the service provider and the users. A typical service desk manages incidents and service requests, and also handles communication with the users. itmSUITE® fully enables the implementation and management of a ''service desk''.
* ''Service desk and service management: ''one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Core modules#SM - Service Desk and Service Management|SM - Service Desk and Service Management]]. This ''module ''enables to manage ''services''.
* ''Service level'': according to ''ITIL®, a ''measured and reported achievement against one or more service level targets. The term is sometimes used informally to mean service level target. In itmSUITE® ''service levels'' can be defined and measured by means of the [[OCE - Service Level Management]] ''module''.
* ''Service level management'': according to ''ITIL®, t''he process responsible for negotiating achievable service level agreements and ensuring that these are met. It is responsible for ensuring that all ''IT service management processes'', operational level agreements and underpinning contracts are appropriate for the agreed ''service level'' targets. ''Service level management'' monitors and reports on service levels, holds regular service reviews with customers, and identifies required improvements. Several itmSUITE® ''modules'' support the implementation and management of the ''service level management'' process: [[OCE - Service Level Management]] supports the definition, calculation and use (e.g. in ''ticket'' lists or forms) of the ''service levels''; [[ItmSUITE® - Core modules#SM - Service Desk and Service Management|SM - Service Desk and Service Management]] supports the definition of processes to manage service reviews and service improvements; [[ItmSUITE® - Complementary modules#REP - Reporting Management|REP - Reporting Engine]] supports the monitoring and reporting of ''service levels''.
* ''Service manager'': this is a special ''role'' on a ''service'', automatically inheriting specific rights and visibility of data for it. In ''ITIL®'', this is a generic term for any manager within the service provider. Most commonly used to refer to a business relationship manager, a process manager or a senior manager with responsibility for IT services overall.
* ''Service provider'': TBD
* ''Service request'': according to ''ITIL®, ''a formal request from a user for something to be provided – for example, a request for information or advice; to reset a password; or to install a workstation for a new user. ''Service requests'' are managed by the ''request fulfilment'' process, usually in conjunction with the ''service desk''. A ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''. See [[Request Fulfilment]] page for more information on this configuration. ''Service requests'' should not be confused ''self service request'' although ''self service requests'' may often be a configured to instantiate ''service requests''.

* ''Service review'': a structured check of the status of a ''service ''where several information (''estimation'', progress, comments, etc.) are gathered and stored. These information may be used for ''service ''control (see [[semaphores]]).
* ''Service risk'': see ''risk''.
* ''Service semaphore'': see ''semaphore''.
* ''SG'': abbreviation for ''solution group''.
* ''Sm'': abbreviation for ''service manager''.
* ''SM'': abbreviation for ''service desk and service management.''
* ''Solution group'': see groups. A ''solution group'' is generally meant as a ''group'' dedicated to the resolution of ''incidents'' and/or ''problems''.
* ''Solution group manager'': see ''group manager''.
* ''SRCS'': abbreviation for Self service Request Configuration System, see ''self service''.
* ''Standard change'': TBD
* ''Status'': TBD
* ''Superadmin'': a special ''user type''. A ''superadmin'' ''user'' is created with predefined access credentials when itmSUITE® is initially installed. The ''superadmin'' may: create new ''companies'', create other ''users'' (either ''superadmins'' or ''users'' with ''user type'' "Admin" enabled to configure the ''companies'' to which they are associated) and perform some key essential settings in order to enable other ''users'' to complete ''company'' configurations. For more information, have a look to the ''[[superadmin]]'' page.
* ''Suppliers'': a generic term that means a supplier providing services, resources and/or goods to a ''company''. itmSUITE® allows to manage ''supplier ''master data and ''supplier ''as an entity in ''workflows ''and ''modules''.
* ''Symbol'': in CMS context - TBD

== T ==
* ''Third solution group'': TBD
* ''Ticket'': term used to refer to an instance of a process managed through the ''workflow engine''.
* ''Ticket activity'': an activity scheduled to manage a ''ticket''.
* ''Ticket activities template'': a predefined and configured set of ''ticket activities'' in order to manage a ''ticket''.
* ''Ticket estimation'': a ''ticket'' estimation (budget, balance and estimation to complete) made for a ''ticket'' in its ''Estimation'' section.
* ''Ticket message template'': a predefined model which is used to create a ''message''. For example, this is used for the creation of ''messages'' from ''tickets''.
* ''Ticket type'': TBD
* ''Ticket worker'': a ''resource'' assigned to work on a specific ''ticket''. This is also a ''workflow'' related ''role''.
* ''Time zone'': the time zone of reference used to read date/time data which can be chosen by a ''resource'' (see ''personal preferences''). A time zone is set for the system and date/time values are converted and shown to the ''user'' according to the chosen ''time zone'' for the ''resource''. For more information see [[time zone management]] page.

* ''Timesheet'': a record corresponding to a declaration of work done. This work can be related to a ''project'' or a a ''service ''or to any detailed elements (such as ''project activities'', ''service activities'', or ''tickets'' or ''ticket activities'') of them.
* ''Timesheet attachment'': an attachment (document) related to a ''timesheet''. A ''timesheet attachment'' is generally used to document expenses.
* ''To do list'': TBD
* ''Transition'': see ''workflow transition''.
* ''Tuple'': TBD

== U ==
* ''User'': the login information which can be associated to one ''resource'' per ''company''. A ''resource'' with an active ''user'' can enter and use itmSUITE® according to the configured grants. Only a ''user'' can be associated with a ''resource'' per each ''company'' (''a'' user may be associated to different ''resources'' in different ''companies''). The association of a ''user'' to a ''resource'' is not mandatory. ''Users'' should have one or more ''user type''.
* ''User type'': there are different types of ''users'' ("Requester", "Resource", "Project/Service Manager", "Manager", "Admin" and "Superadmin"). one or more ''user types'' may be associated to a ''user''. The association of a ''user type'' also enables some related functionalities: see [[Users and resources]] and [[Roles]] pages for additional information.

== V ==
* VAT: TBD
* ''VCE'': abbreviation for ''Visual Condition Editor''.
* ''VCE condition'': a boolean expression defined with the ''Visual Condition Editor''.
* ''View'': is a preconfigured selectionof attributes and associated preferences (including a ''filter'') to list records for an itmSUITE® managed entity (e.g. ''projects'', ''services''). ''Views'' can be created and distributed to ''users''. See [[Views management]] page for more details.
* ''Visual Condition Editor'': TBD. See also ''[[visual condition editor]]'' page.
== W ==
* ''Workaround'': according to ''ITIL®, r''educing or eliminating the impact of an ''incident'' or ''problem'' for which a full resolution is not yet available – for example, by restarting a failed configuration item. ''Workarounds'' are documented in ''known error'' records. The ''known error management'' process is responsible for the life cycle of ''knonw errors''.
* ''Workflow'': a business process, made of a sequence of activities transforming inputs into outputs with the aim to achieve specific outcomes. With itmSUITE® it is possible to support the execution of ''workflows ''by means of the ''workflow engine''. See the ''[[Workflow engine]] ''page for more information.
* ''Workflow administrative status'': a field among those manageable for a ''workflow''. The field represents the administrative status of the ''workflow'' instance which, in turn, plays a role in the billing processes managed by the ''financial management'' module.

* ''Workflow cartridge'': the set of configuration settings which define the contents and execution of a ''workflow'' by means of the ''workflow engine''. See the ''[[Workflow engine]]'' page for more information.
* ''Workflow causal'': when transitioning from a ''workflow status'' to another it is possible to configure the ''workflow engine'' so that it requires or simply enables to specify the reason for the transition itself. This reason is known as ''workflow causal'' and it can be categorized using ''workflow causal types'' (e.g. all the possible workflow reasons to move from a source status to a closed status).
* ''Workflow causal type'': a categorization of ''workflow causal''.
* ''Workflow conditions'': Boolean expressions used to influence the visibility or possibility to edit ''workflow fields'' by ''users''. The Boolean expressions may take into consideration attributes of system entities (e.g. ''projects'', ''services'', ''tickets'', etc.).
* ''Workflow custom field'': see ''workflow fields''.
* ''Workflow engine'': the component of itmSUITE®, part of the [[ItmSUITE® - Core modules|SM - Service Desk and Service Management]] ''module'', which allows to configure and execute ''workflows''.See the ''[[Workflow engine]] ''page for more information.
* ''Workflow explorer'': TBD
* ''Workflow field'': a component of a ''workflow ''corresponding to a managed entity attribute which can be used in a ''workflow form''. ''Workflow fields'' can be of two types: "predefined" and "custom". Predefined ''workflow fields'' are pre installed and available for any ''workflow'' while custom ones can be specifically defined and managed for a ''workflow''.
* ''Workflow form'': TBD.
* ''Workflow form section'': TBD.

* ''Workflow operational status'': see ''workflow status''.
* ''Workflow notifications'': TBD.
* ''Workflow role'': see ''role''.
* ''Workflow status'': a condition of a ''workflow ''instance. ''Workflow statuses'' may be defined by the ''process owners ''and are of two types: "normal" and "legacy". TBD
* ''Workflow transition'': the rule allowing ''users'' to pass from a ''workflow status'' to another. Rights to execute ''workflow transitions'' are part of the ''workflow'' configuration.
* ''Workspace'': TBD

== X ==

== Y ==

== Z ==

[[category:Glossary]]

MDMM management

2017-11-05T20:16:58Z

Maxime.sottini:

''[[glossary|MDMM]]'' functionality enables to condition the visibility of ''[[glossary|workflow fields]]'' values base on the ''[[glossary|project]]'' / ''[[glossary|service]]'' of the ''[[glossary|ticket]]''.

For example a ''[[glossary|workflow field]]'' might have three values, "1", "2" and "3". With ''[[glossary|MDMM]]'' it could be possible to made visible values "1" and "2" for ''[[glossary|service]]'' "A" and "2", "3", for ''[[glossary|service]]'' "B".

This functionality is very useful because it makes it possible to avoid creating different ''[[glossary|workflow fields]]'' with different values, one per each ''[[glossary|project]]'' / ''[[glossary|service]]'', thus greatly simplifying configuration.

For the following ''[[glossary|workflow fields]]'' it is possible to enable ''[[glossary|MDMM]]'' management:

{| class="wikitable"
! Field !! Comment

|-
| Area ||

|-
| Custom Fields ||

|-
| DSG1 ||

|-
| DSG2 ||

|-
| DSG3 ||

|-
| DSG4 ||

|-
| DSG5 ||

|-
| DSG6 ||

|-
| Functionality ||

|-
| Product ||

|-
| Requester ||

|-
| Resolution Cause ||

|-
| Service ||

|-
| Ticket Closure Cause ||

|-
| Ticket Tuple ||

|-
| Ticket Type ||

|-
| Timesheet Category ||

|}

''[[glossary|MDMM]]'' settings work for all ''[[glossary|workflows]]'' when a ''[[glossary|workflow field]]'' is used.

MDMM management

2017-11-05T20:15:31Z

Maxime.sottini:

MDMM management

2017-11-05T20:14:36Z

Maxime.sottini:

''[[glossary|MDMM]]'' functionality enables to condition the visibility of ''[[glossary|workflow fields]]'' values base on the ''[[glossary|project]]'' / ''[[glossary|service]]'' of the ''[[glossary|ticket]]''.

For example a ''[[glossary|workflow field]]'' might have three values, "1", "2" and "3". With ''[[glossary|MDMM]]'' it could be possible to made visible values "1" and "2" for ''[[glossary|service]]'' "A" and "2", "3", for ''[[glossary|service]]'' "B".

This functionality is very useful because it makes it possible to avoid creating different ''[[glossary|workflow fields]]'' with different values, one per each ''[[glossary|project]]'' / ''[[glossary|service]]'', thus greatly simplifying configuration.

For the following ''[[glossary|workflow fields]]'' it is possible to enable ''[[glossary|MDMM]]'' management:

{| class="wikitable"
! Field !! Comment

|-
| Area ||

|-
| Custom Field ||

|-
| DSG1 ||

|-
| DSG2 ||

|-
| DSG3 ||

|-
| DSG4 ||

|-
| DSG5 ||

|-
| DSG6 ||

|-
| Functionality ||

|-
| Product ||

|-
| Requester ||

|-
| Resolution Cause ||

|-
| Service ||

|-
| Ticket Closure Cause ||

|-
| Ticket Tuple ||

|-
| Ticket Type ||

|-
| Timesheet Category ||

|}

MDMM management

2017-11-05T20:13:09Z

Maxime.sottini:

''[[glossary|MDMM]]'' functionality enables to condition the visibility of ''[[glossary|workflow fields]]'' values base on the ''[[glossary|project]]'' / ''[[glossary|service]]'' of the ''[[glossary|ticket]]''.

For example a ''[[glossary|workflow field]]'' might have three values, "1", "2" and "3". With ''[[glossary|MDMM]]'' it could be possible to made visible values "1" and "2" for ''[[glossary|service]]'' "A" and "2", "3", for ''[[glossary|service]]'' "B".

This functionality is very useful because it makes it possible to avoid creating different ''[[glossary|workflow fields]]'' with different values, one per each ''[[glossary|project]]'' / ''[[glossary|service]]'', thus greatly simplifying configuration.

For the following ''[[glossary|workflow fields]]'' it is possible to enable ''[[glossary|MDMM]]'' management:

{| class="wikitable"
! Field !! Comment

|-
| Area ||

|-
| Custom Field ||

|-
| DSG1 ||

|-
| DSG2 ||

|-
| DSG3 ||

|-
| DSG4 ||

|-
| DSG 5 ||

|-
| DSG 6 ||

|-
| Functionality ||

|-
| Product ||

|-
| Requester ||

|-
| Resolution Cause ||

|-
| Service ||

|-
| Ticket Closure Cause ||

|-
| Ticket Tuple ||

|-
| Ticket Type ||

|-
| Timesheet Category ||

|}

MDMM management

2017-11-05T20:01:01Z

Maxime.sottini:

MDMM management

2017-11-05T20:00:31Z

Maxime.sottini:

MDMM management

2017-11-05T19:59:31Z

Maxime.sottini:

MDMM management

2017-11-05T19:58:34Z

Maxime.sottini:

MDMM management

2017-11-05T19:56:02Z

Maxime.sottini:

Workflow configuration steps - MDMM

2017-11-05T19:51:03Z

Maxime.sottini: Created page with "This form/tab allows to manage visibility of the values of some ''workflow fields'' per ''project'' / ''service''. See MDMM managemen..."

This form/tab allows to manage visibility of the values of some ''[[glossary|workflow fields]]'' per ''[[glossary|project]]'' / ''[[glossary|service]]''. See [[MDMM management|MDMM management]] for more details.

MDMM management

2017-11-05T19:42:55Z

Maxime.sottini: Created page with "TBC"

TBC

Workflow configuration steps - Groups association to workflow

2017-11-05T16:50:57Z

Maxime.sottini:

This form/tab enables to define the ''[[glossary|groups]]'' which can be used to assigned ''[[glossary|workflow]]'' privileges for. Privileges can be, for example, performing a ''[[glossary|workflow transition]]'' or viewing/updating a ''[[glossary|workflow field]]''.

Just select and add to this tab the ''[[glossary|groups]]'' you want to use. Remember, that adding ''[[glossary|groups]]'' is just an enabling step. Actual configuration of privileges is done in the other ''[[glossary|workflow]]'' configuration forms/tabs. However, if you don't enable ''[[glossary|groups]]'' here you won't be able to set privileges relating to them for the ''[[glossary|workflow]]''elsewhere.

Workflow configuration steps - Groups association to workflow

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Maxime.sottini:

Workflow configuration steps - Groups association to workflow

2017-11-05T16:48:18Z

Maxime.sottini:

Workflow configuration steps - Groups association to workflow

2017-11-05T16:46:31Z

Maxime.sottini: Created page with "This form/tab enables to define the ''groups'' which can be used to assigned ''workflow'' privileges for. Privileges can be, for example, performing..."

Workflow configuration steps - Decision matrixes

2017-11-05T16:43:30Z

Maxime.sottini:

This form/tab makes it possible to define a ''[[glossary|decision matrix]]'' which is used to set a ''[[glossary|workflow field]]'' based on two other influencing ''[[glossary|workflow fields]]''.

More than a ''[[glossary|decision matrix]]'' can be created. So, for example, fields A and B may set the value of field C which, together with field D, can set the value of field E. To obtain this effect, a ''[[glossary|decision matrix]]'' for fields A and B, influencing C, shall be created together with a second one for fields C and D which influences E.

The ''[[glossary|decision matrixes]]'' are executed in the order they are listed so, in the example above, the one influencing C should be listed higher than the one influencing D. Use the arrows to sort the ''[[glossary|decision matrixes]]'' in the list.

Defining a ''[[glossary|decision matrix]]'' is straightforward: select the driving fields in Dimension X and Dimension Y and the target one in Target. After selecting these value, the system will build a matrix where the values of the target ''[[glossary|workflow field]]'' can be set per each ''[[glossary|project]]'' or ''[[glossary|service]]''. A blank value removes any value for the target ''[[glossary|workflow field]]''. If you want to keep the existing value for the target ''[[glossary|workflow field]]'', set the "Keep Current" value.

Workflow configuration steps - Decision matrixes

2017-11-05T16:37:58Z

Maxime.sottini:

Workflow configuration steps - Decision matrixes

2017-11-05T16:37:02Z

Maxime.sottini:

This form/tab makes it possible to define a ''[[glossary|decision matrix]]'' which is used to set a ''[[glossary|workflow field]]'' based on two other influencing ''[[glossary|workflow fields]]''.

More than a ''[[glossary|decision matrix]]'' can be created. So, for example, fields A and B may set the value of field C which, together with field D, can set the value of field E. To obtain this effect, a ''[[glossary|decision matrix]]'' for fields A and B, influencing C, shall be created together with a second one for fields C and D which influences E.

The''[[glossary|decision matrixes]]'' are executed in the order they are listed so, in the example above, the one influencing C should be listed higher than the one influencing D. Use the arrows to sort the ''[[glossary|decision matrixes]]'' in the list.

Defining a ''[[glossary|Decision Matrix]'' is straightforward: select the driving fields in Dimension X and Dimension Y and the target one in Target.

Workflow configuration steps - Decision matrixes

2017-11-05T16:36:05Z

Maxime.sottini:

Workflow configuration steps - Decision matrixes

2017-11-05T16:33:42Z

Maxime.sottini:

Workflow configuration steps - Decision matrixes

2017-11-05T16:27:07Z

Maxime.sottini: Created page with "This form/tab makes it possible to define a ''decision matrix'' which is used to set a ''workflow field'' based on two other influencing ''glossary..."

This form/tab makes it possible to define a ''[[glossary|decision matrix]]'' which is used to set a ''[[glossary|workflow field]]'' based on two other influencing ''[[glossary|workflow fields]]''.

Glossary

2017-11-05T16:24:57Z

Maxime.sottini: /* D */

{{Index}}
{{clear}}

Below is a list of terms and definitions used in this documentation.

== A ==
* ''Access management:'' according to ''ITIL®, t''he process responsible for allowing users to make use of IT services, data or other assets. Access management helps to protect the confidentiality, integrity and availability of assets by ensuring that only authorized users are able to access or modify them. Access management implements the policies of information security management and is sometimes referred to as rights management or identity management. In itmSUITE®, the typical activities required by ''access management'' can be dealt through ''service requests'' or ''changes''.
* ''Action'': TBD
* ''Action engine'': TBD
* ''Active channel'': TBD
* ''Admin'': a special ''user type''. The ''admin'' may: perform basic configuration and create other ''users'' for the administered ''company.'' For more information, have a look to the ''[[admin]]'' page.
* ''Administrator'': resource with ''Admin'' characteristics
* ''Admin kit'': TBD
* ''Application language'': one of the languages for which itmSUITE® makes available the user interface (forms to interact and messages). See also ''business languages'' and [[Multi language]] management.
* ''Application level role'': see ''role''.
* ''ASM'': abbreviation for ''asset management''.
* ''ASM view'': a view, defined by a list of columns, which is used to list ''configuration items''.
* ''Asset'': any element, physical or virtual, which can contribute to the successful management of the business area supported by itmSUITE®. An asset can be, for example, a PC, a printer, a software component, a table a machine, etc.
* ''Asset management:'' one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Complementary modules#ASM - Asset Management|ASM - Asset Management]]. It allows to manage ''assets'', It can also refer to the asset management process according to the context. TBC.....
* ''Attribute'': a ''configuration item'' information (e.g. its name, location, date of purchase, etc.).

== B ==
* ''Balance'': TBD
* ''BaseDN'': TBD
* ''Baseline'': see ''configuration baseline''.
* ''Billing'': a feature, part of the ''[[ItmSUITE® - Core modules#FM - Financial Management|FM - Financial Management]]'' ''module, ''enabling the possibility to create ''invoices'' based on ''timesheets'' or predefined amounts related, or not, to a ''delivery''.
* ''Billing schedule'': a tranche of a ''sales contract'' to be invoiced. The billing schedule may be dependent or not on ''[[glossary|deliveries]]''.
* ''Binding layer'': a graphical frame used in the [[ItmSUITE® - Core modules#CMS - Configuration Management System|CMS - Configuration Management System]] ''module. ''For any object placed in it the relationships between the objects placed and the objects represented by the frame are automatically created. So, for example, a ''binding layer'' may represent an IT service and may be configured to generate the 'is component' relationships with the objects placed in it (e.g. a server is component of the IT service). ''Binding layers'' simplify the management and building of a ''CMS''.
* ''Budget'': TBD
* ''Business language:'' a language used by the itmSUITE® users to communicate within the business processes. See also ''application languages'' and [[Multi language]] management.
* ''BIRT'': an open source software project that provides the BIRT technology platform to create data visualizations and reports that can be embedded into rich client and web applications. The itmSUITE® [[ItmSUITE® - Complementary modules#REP - Reporting Management|REP - Reporting Engine]] allows exactly this embedding. For further information, visit the [http://eclipse.org/birt/about/ BIRT website].
* ''BIRT designer'': one of the two key components of ''BIRT ''allowing to create new reports which can be embedded in itmSUITE®.
* ''BIRT engine'': the component of ''BIRT'' which allows the execution and rendering of reports created through the ''BIRT designer ''and embedded in itmSUITE® as ''.rptdesign'' files.

== C ==
* ''CAB'': abbreviation for ''change advisory board''.
* ''Change:'' according to ''ITIL®'', a ''change'' is the addition, modification or removal of anything that could have an effect on IT services. ''Changes'' are managed through the ''change management'' process and a ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''.
* ''Change advisory board'': TBD
* ''Change authority'': TBD
* ''Change management'': according to ''ITIL®,'' the process responsible for controlling the life cycle of all ''changes'', enabling beneficial changes to be made with minimum disruption to IT services. A ''workflow cartridge''is is made available for the ''SM module ''which supports the execution of the ''change management'' process according to the guidelines provided by ''ITIL® ''and ''ISO/IEC 20000''.
* ''CI'': abbreviation for ''configuration item''.
* ''Client'': a generic term that means a customer, the business or a business customer. itmSUITE® allows to manage ''client'' master data and ''client'' as an entity in ''workflows'' and ''modules''.
* ''CMS'': abbreviation for Configuration Management System.
* ''CMS DB'': TBD
* ''CMS fat client'': a desktop application which enables to access ''CMS'' administration and reporting functionalities. See [[CMS fat client]] page for more information.
* ''CMS server'': TBD
* ''CMS web client'': a browser accessible application which enables to access and update ''CMS'' contents.
* ''Closure cause'': TBD.
* ''Company'': a business organization (legal entity or simply a business unit or a department) which is defined and used for the aim of segregating data. itmSUITE® is natively multi tenancy, meaning it allows to manage different ''companies'' in the same application instance. Only ''users ''login information (including the associated ''roles'') and ''super admin ''may be cross ''companies ''while all the other information are managed at ''company ''level.
* ''Company calendar'': see ''company working days calendar''.
* ''Company working days calendar'': the calendar specifying the working days and time for a specific ''company''.
* ''Component: ''abbreviation for ''dashboard component''.
* ''Configuration baseline'': TBD.
* ''Configuration exploration'': a specific itmSUITE® functionality making possible, starting from a ''configuration item'', to analyse and graphically represent the relationship of it with other ''configuration items''. The number of levels and the scope of the exploration are defined at launch time. ''Configuration exploration'' is available if ''CMS'' ''module'' is installed. See also [[Configuration exploration]] page for more information.
* ''Configuration item'': a specific type of ''asset ''which contributes to the delivery of an IT service.
* ''Configuration management'': see ''service asset and configuration management''.'' ''
* ''Configuration management database'': (CMDB) organized repository of all elements of IT structure which undergo the configuration management process.
* ''Configuration management system'': a set of tools, data and information that is used to support service asset and configuration management. A dedicated ''module'' of ItmSUITE®, [[ItmSUITE®_-_Core_modules#CMS - Configuration Management System|CMS - Configuration Management System]], is dedicated to this.

* ''Contact'': a referent person related to a ''client ''or a ''supplier ''and his/her information.
* ''Contract'': generally, a legally binding agreement between two or more parties. itmSUITE® allows to manage ''contracts ''master data and ''contracts ''as an entity in various ''modules ''and functionalities. Contracts may be of two types:''sales contracts ''(with ''clients'') and ''purchase contracts ''(with ''suppliers'').''Purchase contracts ''are also often used to manage standard internal cost for ''resources''. This is an example of their flexible use, often for agreements which are not legally binding. ''Contracts'' management is made available only if the [[FM - Financial Management]] ''module'' is active.
* ''Cost occurrence'': an actual cost which is recorded for a ''service ''and, optionally, for a ''ticket'' (therefore a process instance, such as a specific ''change'').

* ''Cost occurrence dimension'': the type of ''cost occurrence''. Two alternative are possible: "Balance" or "Confirmed". The exact meaning is a convention. "Balance" may refer to an order confirmation while "Confirmed" to the actual occurrence of the cost (e.g. goods delivery).
* ''Creator'': the ''user'' who creates a ''ticket''.
* ''Credit note'': a form or letter sent by a seller to a buyer, stating that a certain amount has been credited to the buyer's. A ''credit note'' is issued in various situations to correct a mistake, such as when an invoice amount is overstated, correct discount rate is not applied, etc. itmSUITE® allows to issue and manage ''credit notes'' within the [[FM - Financial Management]] ''module''.
* ''Custom field'': see ''workflow custom field''.
* ''Custom time ranges'': these are definitions of time frames. These can be used in several other functionalities, for example by the ''self service configuration system''.

== D ==
* ''DashBoard'': TBD the dashboard ''module''.
* ''Dashboard'': TBD (the elements managed by the DB module).
* ''Dashboard component'': an object, e.g. graphic, which can be included in a ''dashboard''.
* ''Data source'': is a name given to the connection set up to a database. In the context of ''workflow'' management this refers to the a set of data which is used to populate a ''workflow custom field''.
* ''DB'': abbreviation for ''DashBoard''.
* ''DE'': abbreviation for ''discovery engine''.
* ''Decision matrix'': a rule which makes it possible to calculate the value of a target ''ticket'' ''workflow field'' based on the value of two other influencing (driving) ''workflow fields''.
* ''Delivery'': an expected output of a'' [[glossary|project]]'' or ''[[glossary|service]]'', whether tangible or intangible.
* ''Delivery type'': TBD.
* ''Demand management: ''the process enabling the clients (and their delegated users) of services (e.g. IT services) to ask for new services or changes to those existing. The process includes the analysis and authorization steps needed to authorize the request and activate the fulfilment process (generally managed by means of ''change management'' or ''request fulfilment'' processes). '''NOTE''': this given definition of ''demand management'' is typical of some contexts (IT management in some countries) and does not fully match the ''ITIL®'' one nor the one commonly accepted in some business contexts (a planning methodology used to manage and forecast the demand of products and services). A ''workflow cartridge ''is made available for the ''SM module ''which supports the execution of the ''demand management ''process. See [[Demand Management]] page for more information on this configuration.
* ''Deployment change'': TBD
* ''Deployment change management'': TBD
* ''Discovery engine'': one of the ''modules'' of itmSUITE®. The full name of it is [[ItmSUITE® - Core modules#DE - Discovery Engine|DE - Discovery Engine]]. By installing its agents on IT components, it allows to gather information on hardware, software components and their relationships. The result of the discoveries may be imported in the ''CMS''.
* ''Document'': TBD
* ''Document position'': a logical repository area where ''documents'' can be stored. The logical repository areas are: "Project", "Timesheet Record", "Milestone", "Purchase Contract", "Sale Contract", "Resource", "Cost Occurence", "Delivery", "Ticket", "Service" and "Invoice/Credit Note".

== E ==
* ''EAC'': abbreviation for ''estimation at completion''.
* ''Earn'': TBD
* ''Earned value'': TBD
* ''EEM:'' abbreviation for ''external event management''.
* ''Estimation'': an overall economic evaluation of a ''service'' or ''project'' or a related to a specific ''ticket'' (process instance). The ''estimation'' may include the following types of costs: effort related (deriving from ''timesheets'' work declarations and associated ''purchase contracts''), expenses related (deriving from expenses declared in ''timesheets'' and the applicable ''purchase contracts'') and cost items related (deriving from specific cost elements such as investments or services). The evaluation may include three cost dimensions: budget, balance and forecast (budget + balance) at a specific ''estimation period''.
* ''Estimation at completion'': TBD
* ''Estimation competence period'': the ''estimation'' can be split in time frames (''estimation competence periods'') for which it is possible to view and update data. The ''estimation competence periods'' can be: the overall ''project'' or ''service'', years or months.
* ''Estimation period'': the date at which all costs of an ''estimation'' are evaluated.
* ''Estimation repository'': the logical repository where ''estimations'' related to ''projects'' or ''services'' (not those related to ''tickets'') can be saved and from where they can be later loaded.
* ''Estimation to completion'': TBD
* ''ETC'': abbreviation for ''estimation to completion''.
* ''External event management: ''one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Complementary modules#EEM - External Event Management|EEM - External Event Management]]. It facilitates the integration of events occurring in systems external to itmSUITE® with the functionalities of itmSUITE® itself or vice versa (e.g. the opening of an itmSUITE® ''ticket'' based on the content of an incoming email).
* ''Event type'': predefined types of occurring activities or outcomes in the domain of itmSUITE®. Examples of ''event types'' are the following: change of the status of a ''ticket activity'', assignment of a ''project activity'' to a ''resource'', a change of status of a ''ticket'', etc. ''Event types'' are associated to an ''event type template'' and sent according to the specified schedule (''notification''). See also [[Notifications management]] page.

* ''Event type template'': the message template (an html file) related to an ''event type'' which is used when a notification for the ''event type'' is triggered. For more information on how to edit this type of file, see also [[Notifications management]] page.
* ''Exploration'': see ''configuration exploration''.

== F ==
* ''Filter'': it is a set of selection criteria to be applied to a ''view''. ''Filters'' can be created and distributed to ''users''. See [[Filter management]] page for more details.
* ''Field'': see ''workflow field''.
* ''Financial management:'' one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Complementary modules#FM - Financial Management|FM - Financial Management]]. It allows to manage financial aspects (budget, balance data and forecasting) of ''projects'', ''services'' and their related entities (''project activities'', ''tickets'', and ''ticket activities'').
* ''FM:'' abbreviation for ''financial management''.
* ''Form section'': see workflow form section.

== G ==
* ''Grant'': a permission given to a ''role'' to view a specific ''workflow field''. ''Grants'' are given for specific ''workflow statuses'' in the context of ''workflow'' configuration.
* ''Grid mode'': a component which allows to manage records of data in a way similar to what happens in a spreadsheet. See [[grid mode]] for more information on the features and use of this component.
* ''Grid search'': TBD
* ''Group'': a team of people but also one of the ''workflow ''related ''roles.''For example,'' groups ''can be used to assign ''tickets ''and ''ticket activities''.
* ''Group manager'': the resource coordinating or responsible for a'' group''.

== H ==
''Help editor'': TBD.

== I ==
* ''Impact analysis'': a functionality of ''CMS''. Starting from a ''configuration item'','' ''it allows to find the impact of its failure on other ''configuration items'' of type IT service.
* ''Impact chain'': TBD.
* ''Incident:'' according to ''ITIL®'', an ''incident'' is an unplanned interruption to an IT service or reduction in the quality of an IT service. Failure of a configuration item that has not yet affected service is also an incident – for example, failure of one disk from a mirror set. ''Incidents'' are managed through the ''incident management'' process and a ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''.
* ''Incident management'': according to ''ITIL®, ''the process responsible for for managing the lifecycle of all ''incidents''. ''Incident management'' ensures that normal service operation is restored as quickly as possible and the business impact is minimized. A ''workflow cartridge ''is made available for the ''SM module ''which supports the execution of the ''incident management ''process according to the guidelines provided by ''ITIL® ''and''ISO/IEC 20000''. See [[Incident Management]] page for more information on this configuration.
* ''Invoice'': a commercial document issued by a seller to a buyer. It identifies both the trading parties and lists, describes, and quantifies the items sold, prices, discounts (if any), etc. itmSUITE® allows to issue and manage ''invoices ''within the [[FM - Financial Management]] ''module''.
* ''Invoice attachment'': an attachment related to a specific ''invoice'', specifying the activities and or expenses included to which the ''invoice'' refer. ''Invoice attachments'' may be automatically generated during the billing process. See also ''billing'' and ''invoice''.
* ''ISO/IEC 20000'': an international standard for the quality of ''IT service management''. See also the [http://www.iso.org/ ISO website] for more information.
* ''ITIL®'': a set of best-practice publications for ''IT service management''. Owned by Axelos limited, ''ITIL®'' gives guidance on the provision of quality IT services and the processes, functions and other capabilities needed to support them. The ''ITIL®'' framework is based on a service lifecycle and consists of five lifecycle stages (service strategy, service design, service transition, service operation and continual service improvement), each of which has its own supporting publication. See also the ''ITIL® ''[http://www.itil-officialsite.com official site] for more information. ''ITIL® ''is a registered trade mark of Axelos limited.
* ''itmSUITE'': TBD
* ''IT Service Management'': the implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate mix of people, process and information technology.

== K ==
* ''Key business entity'': one of the key entities managed by itmSUITE® (''resources'', ''projects'', ''timesheets'', ''tickets'', etc.).
* ''Knowledge'': is one of the ''entities related to ''workflow engine''. See the ''[[Workflow engine]]'' page for more information.
* ''Knowledge Portal'': TBD.
* ''Known error'': a ''problem'' that has a documented root cause and/or a ''workaround''. The ''known error management'' process is responsible to manage ''known errors'' lifecycle. ''Known errors'' are typically used to provide (by publishing) ''workarounds'' to ''service'' users until a final solution for the underlying ''problem'' is not found.
* ''Known error management'': the process responsible of managing the life cycle of ''known errors''. A ''workflow cartridge ''is made available for the ''SM module ''which supports the execution of the ''incident management ''process according to the guidelines provided by ''ITIL® ''and ''ISO/IEC 20000''. See [[Known Error Management]] page for more information on this configuration.
* ''KPI'': Key Performance Indicator, TBD

== L ==
* ''LDAP'': TBD
* ''License'': the activation key enabling the use of itmSUITE® ''modules'' by ''users''. The ''license'' articulation is per ''module'' and per ''user type''. View the [[License]] details page for more information.
* ''List mode'': TBD non EJS mode, see also ''grid mode''.
* ''Log info'': the information about the access of ''users'' to itmSUITE® automatically recorded by the system. See [[Log management]] page for more info.

== M ==
* ''Manager'': a ''user'' with associated ''user type'' "Manager". A ''manager'' can configure ''company'' master data according to the privileges set in ''MURM''. Furthermore, he/she is automatically associated to the static ''role'' "Manager" which can be used in ''workflows'' and ''projects'' configurations.
* ''Manager row'': data for a'' timesheet'' corresponding to what a ''manager'' approves (usually corresponding to'' company'' billable values).
* ''Master data'': the set of data agreed and shared across itmSUITE® which supports the management of the ''key business entities''. For the list of ''master data'' tables refer to [[ItmSUITE® - Cross master data configuration|cross master data configuration]].
* ''Matrix timesheet'': TBD
* ''MB'': abbreviation for ''message bus''.
* ''MDMM (Master Data Management Matrix)'': the functionality which allows to manage grants for the records of some master data. See [[MDMM management]] page for more details.
* ''Master solution group'': a dynamic ''workflow role'' (e.g. used to define rights for ''workflow transitions'' or ''workflow fields''). The ''workflow field'' Master Solution Group let define the ''master solution group'' among available ''solution groups'' and this assignment can be done for each ''ticket'' instance.
* ''Menu'': a link to a management functionality of itmSUITE®. These links are provided on the left of the itmSUITE® screen and changes according to the privileges and the configuration of their visibility. See the [[Menu management]] page for more information.
* ''Message'': a communication, caracterized by a subject, content, recipient(s) and, optionally, attachment(s) which can be sent through itmSUITE® ''message system'' to ''users'' or external recipients (in such a case the communication is sent through an email service). The ''message'' can also be based on a'' ticket message template''. See the [[Message system]] page for more information.
* ''Message bus'': TBD
* ''Message system'': one of the technical component of itmSUITE®, the ''message system'' is the engine dispatching all the messages automatically or manually generated within the system. The ''message system'' has a user interface which allows to receive and send messages and it can be synchronized with external mailing systems. See the [[Message system]] page for more information.
* ''Message template'': TBD.
* ''Metric'': TBD.
* ''Module'': one of the components of itmSUITE® which makes avaiable a specific sets of functionalities. ''Modules'' may be core or complementary. Core modules can be installed and activated autonomously. Complementary ''modules'' require the presence of at least one core ''module''. For a list of core modules and a description of their features refer to [[itmSUITE® - Core modules]]. For a list of complementary modules and a description of their features refer to [[itmSUITE® - Complementary modules]].
* ''Model'': a set of ''configuration items'' and their ''relationship'' represented according to specific modelling conventions which includes the definition of the entities, relationship types among them and graphical appearance.
* ''Monitoring system configuration'': TBD
* ''MSC'': abbreviation for ''monitoring system configuration''.
* ''MSG'': abbreviation for ''master solution group''.
* ''MURM'' (Managers User Rights Management); the functionality used to grant rights for ''managers''. This functionality can be accessed from '''''General/Company/MURM'''''.

== N ==
* ''NTLM'': TBD
* ''News'': they are broadcast communications relevant for the ''users'' or part of the ''users'' of itmSUITE®. The system makes available a management system to broadcast ''news'' to the target audience and for specific time frames. See [[News management]] page for more information.
* ''News management'': TBD

* ''Notification'': the configured schedule to communicate the ''event type template'' message related to an ''event type''. ''Notifications'' are sent via the itmSUITE® ''message system''. See also [[Notifications management]] page.

== O ==
* ''Object'': in [[ItmSUITE® - Core modules#CMS - Configuration Management System|CMS - Configuration Management System]] context, an element which can be used to represent an ''asset'' or a ''configuration item''.
* ''Objective'': objective characterized by a metric and targets which can be set and calculated by means of the ''OCE'' ''module''. They can be typically used in order to manage service levels.
* ''Objectives calculation engine'': a complementary module of itmSUITE®. The full name of it is [[OCE - Service Level Management]]. This ''module'' enables to manage ''service levels'' for ''service'' and ''projects''.
* ''OCE'': abbreviation for ''objectives calculation engine''.
* ''Organizational unit'': the representation of the organizational structure of a ''client''. Levels of the organization can be defined by means of tree nodes and ''clients'<nowiki/>'' associated ''resources'' can be related to each. The ''service provider''' s organization can be mapped by using a fictitious ''client''.
* ''OU'': abbreviation for''organizational unit''.

== P ==
* ''Passive channel'': TBD
* ''PBS'': see ''product breakdown structure''.
* ''Percentage complete'' (''% complete''): TBD
* ''Personal preferences'': the set of ''user''<nowiki/>'s preferences concerning the use of itmSUITE® which can be managed by the ''user''. See the [[Personal options|Personal preferences]] page for more details.
* ''PFD'': see product flow diagram.
* ''Planned % complete'': TBD
* ''Pm'': abbreviation for ''project manager''.
* ''PM'': abbreviation for ''project and portfolio management''.
* ''PM row'': data for a ''timesheet'' corresponding to what the ''project manager'' or ''service manager'' approves (the ''company'' cost).
* ''Portfolio analysis'': TBD report
* ''Portfolio gantt'': TBD
* ''Problem: ''according to ''ITIL®'', a ''problem'' is a cause of one or more ''incidents''. The cause is not usually known at the time a ''problem'' record is created, and the ''problem management'' process is responsible for further investigation. ''Problems'' are managed via the ''problem management'' process and a ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''.
* ''Problem management'': according to ''ITIL®, ''the process responsible for managing the lifecycle of all ''problems''. ''Problem management'' proactively prevents ''incidents'' from happening and minimizes the impact of ''incidents'' that cannot be prevented. A ''workflow cartridge ''is made available for the ''SM module ''which supports the execution of the ''problem management ''process according to the guidelines provided by ''ITIL® ''and ''ISO/IEC 20000''.
* ''Process owner'': TBD
* ''Product'': this is any product or service provided by the ''company'' internally or to its clients. itmSUITE® allows to manage ''product ''master data ''product'' as an entity in ''workflows ''and ''modules''.See also [[ItmSUITE® - Introduction to basic configuration|Introduction to basic configuration]] page for ''products'' configuration.

* ''Product breakdown structure'': a hierarchy of all the ''deliveries'' to be produced during a ''project'' or ''service''.
* ''Product flow diagram'': a diagram showing the sequence of production and interdependencies of the ''deliveries'' listed in a ''product breakdown structure''.
* ''Project'': a temporary organization that is created for the purpose of delivering one or more business products according to an agreed Business Case. For this purpose, in itmSUITE® a set of entities, their attributes and related management functionalities are made available to the'' users'' which play a role in the ''project''.
* ''Project activity'': an activity scheduled for a ''project''. This is one of the information managed by itmSUITE[[ItmSUITE® - Core modules|®]] for a ''project''.
* ''Project activity type'': a categorization for ''project activities''.
* ''Project and portfolio management'': one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Core modules#PM - Project and Portfolio Management|PM - Project and Portfolio Management]]. This ''module'' enables to manage ''projects'' and portfolios of ''projects''.
* ''Project currency'': TBD.
* ''Project delivery'': see ''delivery''.
* ''Project explorer'': TBD (CMS context)
* ''Project issue'': TBD
* ''Project manager'': this is a special role on a ''project'', automatically inheriting specific rights and visibility of data for it.
* ''Project milestone'': a structured check of the status of a ''project'' where several information (''estimation'', progress, comments, etc.) are gathered and stored. These information may be used for ''project'' control (see [[semaphores]]).
* ''Project off-specs'': TBD
* ''Project portfolio'': TBD
* ''Project RFC'': TBD
* ''Project risk'': see ''risk''.
* ''Project semaphore'': see ''semaphore''.
* ''Purchase contract'': see ''contract''.

== Q ==

== R ==
* ''RE'': abbreviation for ''reconciliation engine''.
* ''REP: ''abbreviation for ''reporting management''.
* ''Reconciliation'': a process performed by the ''reconciliation engine'' which allows to import information from a data source into the ''CMS'' in a controlled way (deciding which information for which ''configuration item'' to import).
* ''Reconciliation engine: ''one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Complementary modules#RE - Reconciliation Engine|RE - Reconciliation Engine]]. This ''module ''enables the ''reconciliation'' process.
* ''RfC'': abbreviation for ''Request for Change''.
* ''Relationship'': a relationship between two ''configuration items''.
* ''Release'': according to ''ITIL®'', one or more ''changes'' to an IT service that are built, tested and deployed together. A single release may include ''changes'' to hardware, software, documentation, processes and other components. ''Releases'' are managed through the ''release and deployment management'' process and a ''workflow cartridge'' is made available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''.
* ''Release and deployment management: ''according to ''ITIL®'', the process responsible for planning, scheduling and controlling the build, test and deployment of ''releases'', and for delivering new functionality required by the business while protecting the integrity of existing ''services''. A ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''. See [[Release Management]] page for more information on this configuration.
* ''Release management'': see ''release and deployment management''.
* ''Report'': a report generated with ''reporting management''.
* ''Reporting management: ''one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Complementary modules#REP - Reporting Management|REP - Reporting Engine]]. This modules enables to define and embed new reports in addition to those predefined in itmSUITE®.
* ''Report template'': TBD
* ''Request'': see ''self service request''.
* ''Request for Change'': TBD.
* ''Request fulfilment: ''according to ''ITIL®, t''he process responsible for managing the lifec ycle of all ''service requests''. A ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''. See [[Request Fulfilment]] page for more information on this configuration.
* ''Resource'': term used to refer to a human resource and his/her associated information managed in itmSUITE®. A ''resource'' may or may not have an account and, therefore, be a ''user''.
* ''Resource row'': data for a ''timesheet'' corresponding to what declared by the ''resource''.
* ''Resolution cause'': TBD
* ''Risk'': an uncertain event or set of events that, should it occur, will have an effect on the achievement of objectives. A risk is measured by a combination of the probability of a perceived threat or opportunity occurring, and the magnitude of its impact on objectives. Risks can be managed for ''[[glossary|projects]]'' and ''[[glossary|services]]'' in the ''Issues/Risks'' tab.
* ''Role'': a usage profile determining ''user''<nowiki/>'s rights on data and functionalities. More than a ''role'' may be associated to a ''user''. ''Roles'' are distinguished in ''application level'' ''roles'', ''projects'' and ''services'' related ''roles'', ''workflows'' related'' roles. Application level'' ''roles'' are set at ''user''<nowiki/>'s level and related to the available ''licenses'' (they determine the number of users who may be activated). ''Project'' and ''service'' roles are dynamically assigned to ''users'' in the context of each ''project'' or ''service''. ''Workflows roles'' are dynamically assigned to ''users'' in the context of each ''workflow'' See also ''[[Roles]]'' page for more information.
* ''.rptdesign'': extension for a file created by the ''BIRT designer'' component.

== S ==
* ''SACM'': abbreviation for ''service asset and Configuration management''.
* ''Sales contract'': see ''contract''.
* ''Sale role'': TBD.
* ''Sales role tarif'': TBD''.''
* ''Search context'': the definition of the scope where a search, with a '''Quick Search''' (available right on the top part of the itmSUITE® screen). ''Search contexts ''are of three types: preinstalled (and not modifiable), published by a ''manager'' or defined by a ''user''. ''Search contexts'' are listed next to the '''Quick Search''' command and their scope can be tailored on any part of itmSUITE®. See [[search context management]] page for more information.
* ''Self service'': see ''self service portal''.
* ''Self service category'': a part of the organization of the ''self service portal''. ''Self service categories'' may be defined for each ''self service topic'' and they appear as a tree on left side of the ''self service portal ''with a maximum two level of depth.
* ''Self service portal'': a functionality of itmSUITE® enabling ''users'' to quickly open ''tickets ''by browsing a structured presentation of the available ones. The levels of presentation are ''self service topics'' (highest level), ''self service category'' (intermediate level) and ''self service requests'' (lowest level). itmSUITE® makes it possible to define the visibility of data according to needs. See the [[self service portal]] page for more information.
* ''Self service request'': the lowest element for the structure of a ''self service portal''. For each ''self service category'' it is possible to define one or more ''self service requests''. ''Self service requests'' are configured to trigger the activation of a ''workflow'', also passing some initial settings to it.
* ''Self service topic'': a part of the organization of the ''self service portal''. ''Self service topics ''may be customized with icons and they appear in the upper part of the ''self service portal''. Their selection influences the visibility of ''self service categories''.
* ''Semaphore'': a metric which is used to monitor a particular aspect of the status of a'' project ''(''project semaphore'') or ''service'' (''service semaphore''). Threshold values shall be defined for each ''semaphore'' and are used in reports and messages where the status of a ''project'' is reported. Se the [[semaphores]] dedicated page for more information.
* ''Service'': a mean to provide value to customers by facilitating outcomes customers wants to achieve using resources and capabilities. For this purpose, in itmSUITE®, a set of entities, their attributes and related management functionalities are made available to the ''users ''which play a role in the delivery of the ''service''.
* ''Service activity'': an activity scheduled for a ''service''. This is one of the information managed by itmSUITE® <nowiki/>for a ''service''.
* ''Service asset and configuration management'': according to ''ITIL®'', the process responsible for ensuring that the assets required to deliver services are properly controlled, and that accurate and reliable information about those assets is available when and where it is needed. This information includes details of how the assets have been configured and the relationships between assets. Service asset and configuration management purpose and objectives are fully supported by the ''CMS'' ''module'' of itmSUITE®.
* ''Service catalogue'': TBD
* ''Service delivery'': see ''delivery''.
* ''Service desk:'' according to ''ITIL®, t''he single point of contact between the service provider and the users. A typical service desk manages incidents and service requests, and also handles communication with the users. itmSUITE® fully enables the implementation and management of a ''service desk''.
* ''Service desk and service management: ''one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Core modules#SM - Service Desk and Service Management|SM - Service Desk and Service Management]]. This ''module ''enables to manage ''services''.
* ''Service level'': according to ''ITIL®, a ''measured and reported achievement against one or more service level targets. The term is sometimes used informally to mean service level target. In itmSUITE® ''service levels'' can be defined and measured by means of the [[OCE - Service Level Management]] ''module''.
* ''Service level management'': according to ''ITIL®, t''he process responsible for negotiating achievable service level agreements and ensuring that these are met. It is responsible for ensuring that all ''IT service management processes'', operational level agreements and underpinning contracts are appropriate for the agreed ''service level'' targets. ''Service level management'' monitors and reports on service levels, holds regular service reviews with customers, and identifies required improvements. Several itmSUITE® ''modules'' support the implementation and management of the ''service level management'' process: [[OCE - Service Level Management]] supports the definition, calculation and use (e.g. in ''ticket'' lists or forms) of the ''service levels''; [[ItmSUITE® - Core modules#SM - Service Desk and Service Management|SM - Service Desk and Service Management]] supports the definition of processes to manage service reviews and service improvements; [[ItmSUITE® - Complementary modules#REP - Reporting Management|REP - Reporting Engine]] supports the monitoring and reporting of ''service levels''.
* ''Service manager'': this is a special ''role'' on a ''service'', automatically inheriting specific rights and visibility of data for it. In ''ITIL®'', this is a generic term for any manager within the service provider. Most commonly used to refer to a business relationship manager, a process manager or a senior manager with responsibility for IT services overall.
* ''Service provider'': TBD
* ''Service request'': according to ''ITIL®, ''a formal request from a user for something to be provided – for example, a request for information or advice; to reset a password; or to install a workstation for a new user. ''Service requests'' are managed by the ''request fulfilment'' process, usually in conjunction with the ''service desk''. A ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''. See [[Request Fulfilment]] page for more information on this configuration. ''Service requests'' should not be confused ''self service request'' although ''self service requests'' may often be a configured to instantiate ''service requests''.

* ''Service review'': a structured check of the status of a ''service ''where several information (''estimation'', progress, comments, etc.) are gathered and stored. These information may be used for ''service ''control (see [[semaphores]]).
* ''Service risk'': see ''risk''.
* ''Service semaphore'': see ''semaphore''.
* ''SG'': abbreviation for ''solution group''.
* ''Sm'': abbreviation for ''service manager''.
* ''SM'': abbreviation for ''service desk and service management.''
* ''Solution group'': see groups. A ''solution group'' is generally meant as a ''group'' dedicated to the resolution of ''incidents'' and/or ''problems''.
* ''Solution group manager'': see ''group manager''.
* ''SRCS'': abbreviation for Self service Request Configuration System, see ''self service''.
* ''Standard change'': TBD
* ''Status'': TBD
* ''Superadmin'': a special ''user type''. A ''superadmin'' ''user'' is created with predefined access credentials when itmSUITE® is initially installed. The ''superadmin'' may: create new ''companies'', create other ''users'' (either ''superadmins'' or ''users'' with ''user type'' "Admin" enabled to configure the ''companies'' to which they are associated) and perform some key essential settings in order to enable other ''users'' to complete ''company'' configurations. For more information, have a look to the ''[[superadmin]]'' page.
* ''Suppliers'': a generic term that means a supplier providing services, resources and/or goods to a ''company''. itmSUITE® allows to manage ''supplier ''master data and ''supplier ''as an entity in ''workflows ''and ''modules''.
* ''Symbol'': in CMS context - TBD

== T ==
* ''Third solution group'': TBD
* ''Ticket'': term used to refer to an instance of a process managed through the ''workflow engine''.
* ''Ticket activity'': an activity scheduled to manage a ''ticket''.
* ''Ticket activities template'': a predefined and configured set of ''ticket activities'' in order to manage a ''ticket''.
* ''Ticket estimation'': a ''ticket'' estimation (budget, balance and estimation to complete) made for a ''ticket'' in its ''Estimation'' section.
* ''Ticket message template'': a predefined model which is used to create a ''message''. For example, this is used for the creation of ''messages'' from ''tickets''.
* ''Ticket type'': TBD
* ''Ticket worker'': a ''resource'' assigned to work on a specific ''ticket''. This is also a ''workflow'' related ''role''.
* ''Time zone'': the time zone of reference used to read date/time data which can be chosen by a ''resource'' (see ''personal preferences''). A time zone is set for the system and date/time values are converted and shown to the ''user'' according to the chosen ''time zone'' for the ''resource''. For more information see [[time zone management]] page.

* ''Timesheet'': a record corresponding to a declaration of work done. This work can be related to a ''project'' or a a ''service ''or to any detailed elements (such as ''project activities'', ''service activities'', or ''tickets'' or ''ticket activities'') of them.
* ''Timesheet attachment'': an attachment (document) related to a ''timesheet''. A ''timesheet attachment'' is generally used to document expenses.
* ''To do list'': TBD
* ''Transition'': see ''workflow transition''.
* ''Tuple'': TBD

== U ==
* ''User'': the login information which can be associated to one ''resource'' per ''company''. A ''resource'' with an active ''user'' can enter and use itmSUITE® according to the configured grants. Only a ''user'' can be associated with a ''resource'' per each ''company'' (''a'' user may be associated to different ''resources'' in different ''companies''). The association of a ''user'' to a ''resource'' is not mandatory. ''Users'' should have one or more ''user type''.
* ''User type'': there are different types of ''users'' ("Requester", "Resource", "Project/Service Manager", "Manager", "Admin" and "Superadmin"). one or more ''user types'' may be associated to a ''user''. The association of a ''user type'' also enables some related functionalities: see [[Users and resources]] and [[Roles]] pages for additional information.

== V ==
* VAT: TBD
* ''VCE'': abbreviation for ''Visual Condition Editor''.
* ''VCE condition'': a boolean expression defined with the ''Visual Condition Editor''.
* ''View'': is a preconfigured selectionof attributes and associated preferences (including a ''filter'') to list records for an itmSUITE® managed entity (e.g. ''projects'', ''services''). ''Views'' can be created and distributed to ''users''. See [[Views management]] page for more details.
* ''Visual Condition Editor'': TBD. See also ''[[visual condition editor]]'' page.
== W ==
* ''Workaround'': according to ''ITIL®, r''educing or eliminating the impact of an ''incident'' or ''problem'' for which a full resolution is not yet available – for example, by restarting a failed configuration item. ''Workarounds'' are documented in ''known error'' records. The ''known error management'' process is responsible for the life cycle of ''knonw errors''.
* ''Workflow'': a business process, made of a sequence of activities transforming inputs into outputs with the aim to achieve specific outcomes. With itmSUITE® it is possible to support the execution of ''workflows ''by means of the ''workflow engine''. See the ''[[Workflow engine]] ''page for more information.
* ''Workflow administrative status'': a field among those manageable for a ''workflow''. The field represents the administrative status of the ''workflow'' instance which, in turn, plays a role in the billing processes managed by the ''financial management'' module.

* ''Workflow cartridge'': the set of configuration settings which define the contents and execution of a ''workflow'' by means of the ''workflow engine''. See the ''[[Workflow engine]]'' page for more information.
* ''Workflow causal'': when transitioning from a ''workflow status'' to another it is possible to configure the ''workflow engine'' so that it requires or simply enables to specify the reason for the transition itself. This reason is known as ''workflow causal'' and it can be categorized using ''workflow causal types'' (e.g. all the possible workflow reasons to move from a source status to a closed status).
* ''Workflow causal type'': a categorization of ''workflow causal''.
* ''Workflow conditions'': Boolean expressions used to influence the visibility or possibility to edit ''workflow fields'' by ''users''. The Boolean expressions may take into consideration attributes of system entities (e.g. ''projects'', ''services'', ''tickets'', etc.).
* ''Workflow custom field'': see ''workflow fields''.
* ''Workflow engine'': the component of itmSUITE®, part of the [[ItmSUITE® - Core modules|SM - Service Desk and Service Management]] ''module'', which allows to configure and execute ''workflows''.See the ''[[Workflow engine]] ''page for more information.
* ''Workflow explorer'': TBD
* ''Workflow field'': a component of a ''workflow ''corresponding to a managed entity attribute which can be used in a ''workflow form''. ''Workflow fields'' can be of two types: "predefined" and "custom". Predefined ''workflow fields'' are pre installed and available for any ''workflow'' while custom ones can be specifically defined and managed for a ''workflow''.
* ''Workflow form'': TBD.
* ''Workflow form section'': TBD.

* ''Workflow operational status'': see ''workflow status''.
* ''Workflow notifications'': TBD.
* ''Workflow role'': see ''role''.
* ''Workflow status'': a condition of a ''workflow ''instance. ''Workflow statuses'' may be defined by the ''process owners ''and are of two types: "normal" and "legacy". TBD
* ''Workflow transition'': the rule allowing ''users'' to pass from a ''workflow status'' to another. Rights to execute ''workflow transitions'' are part of the ''workflow'' configuration.
* ''Workspace'': TBD

== X ==

== Y ==

== Z ==

[[category:Glossary]]

Workflow configuration steps - ASM Views

2017-11-05T16:20:17Z

Maxime.sottini:

This form/tab allows to define which ''[[glossary|ASM view]]'' is used in the ''Configuration Items'' form/tab of the ''[[glossary|tickets]]'' associated to the ''[[glossary|workflow]]''. If none is selected, the default ''[[glossary|ASM view]]'' is used.

Workflow configuration steps - ASM Views

2017-11-05T16:13:40Z

Maxime.sottini:

This form/tab allows to define which ''[[glossary|ASM view]]'' is used in the ''Configuration Items'' form/tab of the ''[[glossary|tickets]]'' associated to the ''[[glossary|workflow]]''.

Workflow configuration steps - ASM Views

2017-11-05T16:13:13Z

Maxime.sottini:

This form/tab allows to define which ''[[glossary|ASM view]]'' is used in the ''Configuration Items'' form/tab of the ''[[glossary|ticket]]''s associated to the ''[[glossary|workflow]]''.

Workflow configuration steps - ASM Views

2017-11-05T16:12:03Z

Maxime.sottini:

This form/tab allows to define which ''[[glossary|ASM view]]'' is used in the ''Configuration Items'' form/tab of the tickets associated to the ''[[glossary|workflow]]''.

Workflow configuration steps - ASM Views

2017-11-05T16:11:35Z

Maxime.sottini: Created page with "This form/tab allows to define which ''ASM view'' is used in the Configuration Items form/tab of the tickets associated to the ''workflow''."

This form/tab allows to define which ''[[glossary|ASM view]]'' is used in the Configuration Items form/tab of the tickets associated to the ''[[glossary|workflow]]''.

Glossary

2017-11-05T16:09:04Z

Maxime.sottini: /* A */

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Below is a list of terms and definitions used in this documentation.

== A ==
* ''Access management:'' according to ''ITIL®, t''he process responsible for allowing users to make use of IT services, data or other assets. Access management helps to protect the confidentiality, integrity and availability of assets by ensuring that only authorized users are able to access or modify them. Access management implements the policies of information security management and is sometimes referred to as rights management or identity management. In itmSUITE®, the typical activities required by ''access management'' can be dealt through ''service requests'' or ''changes''.
* ''Action'': TBD
* ''Action engine'': TBD
* ''Active channel'': TBD
* ''Admin'': a special ''user type''. The ''admin'' may: perform basic configuration and create other ''users'' for the administered ''company.'' For more information, have a look to the ''[[admin]]'' page.
* ''Administrator'': resource with ''Admin'' characteristics
* ''Admin kit'': TBD
* ''Application language'': one of the languages for which itmSUITE® makes available the user interface (forms to interact and messages). See also ''business languages'' and [[Multi language]] management.
* ''Application level role'': see ''role''.
* ''ASM'': abbreviation for ''asset management''.
* ''ASM view'': a view, defined by a list of columns, which is used to list ''configuration items''.
* ''Asset'': any element, physical or virtual, which can contribute to the successful management of the business area supported by itmSUITE®. An asset can be, for example, a PC, a printer, a software component, a table a machine, etc.
* ''Asset management:'' one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Complementary modules#ASM - Asset Management|ASM - Asset Management]]. It allows to manage ''assets'', It can also refer to the asset management process according to the context. TBC.....
* ''Attribute'': a ''configuration item'' information (e.g. its name, location, date of purchase, etc.).

== B ==
* ''Balance'': TBD
* ''BaseDN'': TBD
* ''Baseline'': see ''configuration baseline''.
* ''Billing'': a feature, part of the ''[[ItmSUITE® - Core modules#FM - Financial Management|FM - Financial Management]]'' ''module, ''enabling the possibility to create ''invoices'' based on ''timesheets'' or predefined amounts related, or not, to a ''delivery''.
* ''Billing schedule'': a tranche of a ''sales contract'' to be invoiced. The billing schedule may be dependent or not on ''[[glossary|deliveries]]''.
* ''Binding layer'': a graphical frame used in the [[ItmSUITE® - Core modules#CMS - Configuration Management System|CMS - Configuration Management System]] ''module. ''For any object placed in it the relationships between the objects placed and the objects represented by the frame are automatically created. So, for example, a ''binding layer'' may represent an IT service and may be configured to generate the 'is component' relationships with the objects placed in it (e.g. a server is component of the IT service). ''Binding layers'' simplify the management and building of a ''CMS''.
* ''Budget'': TBD
* ''Business language:'' a language used by the itmSUITE® users to communicate within the business processes. See also ''application languages'' and [[Multi language]] management.
* ''BIRT'': an open source software project that provides the BIRT technology platform to create data visualizations and reports that can be embedded into rich client and web applications. The itmSUITE® [[ItmSUITE® - Complementary modules#REP - Reporting Management|REP - Reporting Engine]] allows exactly this embedding. For further information, visit the [http://eclipse.org/birt/about/ BIRT website].
* ''BIRT designer'': one of the two key components of ''BIRT ''allowing to create new reports which can be embedded in itmSUITE®.
* ''BIRT engine'': the component of ''BIRT'' which allows the execution and rendering of reports created through the ''BIRT designer ''and embedded in itmSUITE® as ''.rptdesign'' files.

== C ==
* ''CAB'': abbreviation for ''change advisory board''.
* ''Change:'' according to ''ITIL®'', a ''change'' is the addition, modification or removal of anything that could have an effect on IT services. ''Changes'' are managed through the ''change management'' process and a ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''.
* ''Change advisory board'': TBD
* ''Change authority'': TBD
* ''Change management'': according to ''ITIL®,'' the process responsible for controlling the life cycle of all ''changes'', enabling beneficial changes to be made with minimum disruption to IT services. A ''workflow cartridge''is is made available for the ''SM module ''which supports the execution of the ''change management'' process according to the guidelines provided by ''ITIL® ''and ''ISO/IEC 20000''.
* ''CI'': abbreviation for ''configuration item''.
* ''Client'': a generic term that means a customer, the business or a business customer. itmSUITE® allows to manage ''client'' master data and ''client'' as an entity in ''workflows'' and ''modules''.
* ''CMS'': abbreviation for Configuration Management System.
* ''CMS DB'': TBD
* ''CMS fat client'': a desktop application which enables to access ''CMS'' administration and reporting functionalities. See [[CMS fat client]] page for more information.
* ''CMS server'': TBD
* ''CMS web client'': a browser accessible application which enables to access and update ''CMS'' contents.
* ''Closure cause'': TBD.
* ''Company'': a business organization (legal entity or simply a business unit or a department) which is defined and used for the aim of segregating data. itmSUITE® is natively multi tenancy, meaning it allows to manage different ''companies'' in the same application instance. Only ''users ''login information (including the associated ''roles'') and ''super admin ''may be cross ''companies ''while all the other information are managed at ''company ''level.
* ''Company calendar'': see ''company working days calendar''.
* ''Company working days calendar'': the calendar specifying the working days and time for a specific ''company''.
* ''Component: ''abbreviation for ''dashboard component''.
* ''Configuration baseline'': TBD.
* ''Configuration exploration'': a specific itmSUITE® functionality making possible, starting from a ''configuration item'', to analyse and graphically represent the relationship of it with other ''configuration items''. The number of levels and the scope of the exploration are defined at launch time. ''Configuration exploration'' is available if ''CMS'' ''module'' is installed. See also [[Configuration exploration]] page for more information.
* ''Configuration item'': a specific type of ''asset ''which contributes to the delivery of an IT service.
* ''Configuration management'': see ''service asset and configuration management''.'' ''
* ''Configuration management database'': (CMDB) organized repository of all elements of IT structure which undergo the configuration management process.
* ''Configuration management system'': a set of tools, data and information that is used to support service asset and configuration management. A dedicated ''module'' of ItmSUITE®, [[ItmSUITE®_-_Core_modules#CMS - Configuration Management System|CMS - Configuration Management System]], is dedicated to this.

* ''Contact'': a referent person related to a ''client ''or a ''supplier ''and his/her information.
* ''Contract'': generally, a legally binding agreement between two or more parties. itmSUITE® allows to manage ''contracts ''master data and ''contracts ''as an entity in various ''modules ''and functionalities. Contracts may be of two types:''sales contracts ''(with ''clients'') and ''purchase contracts ''(with ''suppliers'').''Purchase contracts ''are also often used to manage standard internal cost for ''resources''. This is an example of their flexible use, often for agreements which are not legally binding. ''Contracts'' management is made available only if the [[FM - Financial Management]] ''module'' is active.
* ''Cost occurrence'': an actual cost which is recorded for a ''service ''and, optionally, for a ''ticket'' (therefore a process instance, such as a specific ''change'').

* ''Cost occurrence dimension'': the type of ''cost occurrence''. Two alternative are possible: "Balance" or "Confirmed". The exact meaning is a convention. "Balance" may refer to an order confirmation while "Confirmed" to the actual occurrence of the cost (e.g. goods delivery).
* ''Creator'': the ''user'' who creates a ''ticket''.
* ''Credit note'': a form or letter sent by a seller to a buyer, stating that a certain amount has been credited to the buyer's. A ''credit note'' is issued in various situations to correct a mistake, such as when an invoice amount is overstated, correct discount rate is not applied, etc. itmSUITE® allows to issue and manage ''credit notes'' within the [[FM - Financial Management]] ''module''.
* ''Custom field'': see ''workflow custom field''.
* ''Custom time ranges'': these are definitions of time frames. These can be used in several other functionalities, for example by the ''self service configuration system''.

== D ==
* ''DashBoard'': TBD the dashboard ''module''.
* ''Dashboard'': TBD (the elements managed by the DB module).
* ''Dashboard component'': an object, e.g. graphic, which can be included in a ''dashboard''.
* ''Data source'': is a name given to the connection set up to a database. In the context of ''workflow'' management this refers to the a set of data which is used to populate a ''workflow custom field''.
* ''DB'': abbreviation for ''DashBoard''.
* ''DE'': abbreviation for ''discovery engine''.
* ''Delivery'': an expected output of a'' [[glossary|project]]'' or ''[[glossary|service]]'', whether tangible or intangible.
* ''Delivery type'': TBD.
* ''Demand management: ''the process enabling the clients (and their delegated users) of services (e.g. IT services) to ask for new services or changes to those existing. The process includes the analysis and authorization steps needed to authorize the request and activate the fulfilment process (generally managed by means of ''change management'' or ''request fulfilment'' processes). '''NOTE''': this given definition of ''demand management'' is typical of some contexts (IT management in some countries) and does not fully match the ''ITIL®'' one nor the one commonly accepted in some business contexts (a planning methodology used to manage and forecast the demand of products and services). A ''workflow cartridge ''is made available for the ''SM module ''which supports the execution of the ''demand management ''process. See [[Demand Management]] page for more information on this configuration.
* ''Deployment change'': TBD
* ''Deployment change management'': TBD
* ''Discovery engine'': one of the ''modules'' of itmSUITE®. The full name of it is [[ItmSUITE® - Core modules#DE - Discovery Engine|DE - Discovery Engine]]. By installing its agents on IT components, it allows to gather information on hardware, software components and their relationships. The result of the discoveries may be imported in the ''CMS''.
* ''Document'': TBD
* ''Document position'': a logical repository area where ''documents'' can be stored. The logical repository areas are: "Project", "Timesheet Record", "Milestone", "Purchase Contract", "Sale Contract", "Resource", "Cost Occurence", "Delivery", "Ticket", "Service" and "Invoice/Credit Note".

== E ==
* ''EAC'': abbreviation for ''estimation at completion''.
* ''Earn'': TBD
* ''Earned value'': TBD
* ''EEM:'' abbreviation for ''external event management''.
* ''Estimation'': an overall economic evaluation of a ''service'' or ''project'' or a related to a specific ''ticket'' (process instance). The ''estimation'' may include the following types of costs: effort related (deriving from ''timesheets'' work declarations and associated ''purchase contracts''), expenses related (deriving from expenses declared in ''timesheets'' and the applicable ''purchase contracts'') and cost items related (deriving from specific cost elements such as investments or services). The evaluation may include three cost dimensions: budget, balance and forecast (budget + balance) at a specific ''estimation period''.
* ''Estimation at completion'': TBD
* ''Estimation competence period'': the ''estimation'' can be split in time frames (''estimation competence periods'') for which it is possible to view and update data. The ''estimation competence periods'' can be: the overall ''project'' or ''service'', years or months.
* ''Estimation period'': the date at which all costs of an ''estimation'' are evaluated.
* ''Estimation repository'': the logical repository where ''estimations'' related to ''projects'' or ''services'' (not those related to ''tickets'') can be saved and from where they can be later loaded.
* ''Estimation to completion'': TBD
* ''ETC'': abbreviation for ''estimation to completion''.
* ''External event management: ''one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Complementary modules#EEM - External Event Management|EEM - External Event Management]]. It facilitates the integration of events occurring in systems external to itmSUITE® with the functionalities of itmSUITE® itself or vice versa (e.g. the opening of an itmSUITE® ''ticket'' based on the content of an incoming email).
* ''Event type'': predefined types of occurring activities or outcomes in the domain of itmSUITE®. Examples of ''event types'' are the following: change of the status of a ''ticket activity'', assignment of a ''project activity'' to a ''resource'', a change of status of a ''ticket'', etc. ''Event types'' are associated to an ''event type template'' and sent according to the specified schedule (''notification''). See also [[Notifications management]] page.

* ''Event type template'': the message template (an html file) related to an ''event type'' which is used when a notification for the ''event type'' is triggered. For more information on how to edit this type of file, see also [[Notifications management]] page.
* ''Exploration'': see ''configuration exploration''.

== F ==
* ''Filter'': it is a set of selection criteria to be applied to a ''view''. ''Filters'' can be created and distributed to ''users''. See [[Filter management]] page for more details.
* ''Field'': see ''workflow field''.
* ''Financial management:'' one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Complementary modules#FM - Financial Management|FM - Financial Management]]. It allows to manage financial aspects (budget, balance data and forecasting) of ''projects'', ''services'' and their related entities (''project activities'', ''tickets'', and ''ticket activities'').
* ''FM:'' abbreviation for ''financial management''.
* ''Form section'': see workflow form section.

== G ==
* ''Grant'': a permission given to a ''role'' to view a specific ''workflow field''. ''Grants'' are given for specific ''workflow statuses'' in the context of ''workflow'' configuration.
* ''Grid mode'': a component which allows to manage records of data in a way similar to what happens in a spreadsheet. See [[grid mode]] for more information on the features and use of this component.
* ''Grid search'': TBD
* ''Group'': a team of people but also one of the ''workflow ''related ''roles.''For example,'' groups ''can be used to assign ''tickets ''and ''ticket activities''.
* ''Group manager'': the resource coordinating or responsible for a'' group''.

== H ==
''Help editor'': TBD.

== I ==
* ''Impact analysis'': a functionality of ''CMS''. Starting from a ''configuration item'','' ''it allows to find the impact of its failure on other ''configuration items'' of type IT service.
* ''Impact chain'': TBD.
* ''Incident:'' according to ''ITIL®'', an ''incident'' is an unplanned interruption to an IT service or reduction in the quality of an IT service. Failure of a configuration item that has not yet affected service is also an incident – for example, failure of one disk from a mirror set. ''Incidents'' are managed through the ''incident management'' process and a ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''.
* ''Incident management'': according to ''ITIL®, ''the process responsible for for managing the lifecycle of all ''incidents''. ''Incident management'' ensures that normal service operation is restored as quickly as possible and the business impact is minimized. A ''workflow cartridge ''is made available for the ''SM module ''which supports the execution of the ''incident management ''process according to the guidelines provided by ''ITIL® ''and''ISO/IEC 20000''. See [[Incident Management]] page for more information on this configuration.
* ''Invoice'': a commercial document issued by a seller to a buyer. It identifies both the trading parties and lists, describes, and quantifies the items sold, prices, discounts (if any), etc. itmSUITE® allows to issue and manage ''invoices ''within the [[FM - Financial Management]] ''module''.
* ''Invoice attachment'': an attachment related to a specific ''invoice'', specifying the activities and or expenses included to which the ''invoice'' refer. ''Invoice attachments'' may be automatically generated during the billing process. See also ''billing'' and ''invoice''.
* ''ISO/IEC 20000'': an international standard for the quality of ''IT service management''. See also the [http://www.iso.org/ ISO website] for more information.
* ''ITIL®'': a set of best-practice publications for ''IT service management''. Owned by Axelos limited, ''ITIL®'' gives guidance on the provision of quality IT services and the processes, functions and other capabilities needed to support them. The ''ITIL®'' framework is based on a service lifecycle and consists of five lifecycle stages (service strategy, service design, service transition, service operation and continual service improvement), each of which has its own supporting publication. See also the ''ITIL® ''[http://www.itil-officialsite.com official site] for more information. ''ITIL® ''is a registered trade mark of Axelos limited.
* ''itmSUITE'': TBD
* ''IT Service Management'': the implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate mix of people, process and information technology.

== K ==
* ''Key business entity'': one of the key entities managed by itmSUITE® (''resources'', ''projects'', ''timesheets'', ''tickets'', etc.).
* ''Knowledge'': is one of the ''entities related to ''workflow engine''. See the ''[[Workflow engine]]'' page for more information.
* ''Knowledge Portal'': TBD.
* ''Known error'': a ''problem'' that has a documented root cause and/or a ''workaround''. The ''known error management'' process is responsible to manage ''known errors'' lifecycle. ''Known errors'' are typically used to provide (by publishing) ''workarounds'' to ''service'' users until a final solution for the underlying ''problem'' is not found.
* ''Known error management'': the process responsible of managing the life cycle of ''known errors''. A ''workflow cartridge ''is made available for the ''SM module ''which supports the execution of the ''incident management ''process according to the guidelines provided by ''ITIL® ''and ''ISO/IEC 20000''. See [[Known Error Management]] page for more information on this configuration.
* ''KPI'': Key Performance Indicator, TBD

== L ==
* ''LDAP'': TBD
* ''License'': the activation key enabling the use of itmSUITE® ''modules'' by ''users''. The ''license'' articulation is per ''module'' and per ''user type''. View the [[License]] details page for more information.
* ''List mode'': TBD non EJS mode, see also ''grid mode''.
* ''Log info'': the information about the access of ''users'' to itmSUITE® automatically recorded by the system. See [[Log management]] page for more info.

== M ==
* ''Manager'': a ''user'' with associated ''user type'' "Manager". A ''manager'' can configure ''company'' master data according to the privileges set in ''MURM''. Furthermore, he/she is automatically associated to the static ''role'' "Manager" which can be used in ''workflows'' and ''projects'' configurations.
* ''Manager row'': data for a'' timesheet'' corresponding to what a ''manager'' approves (usually corresponding to'' company'' billable values).
* ''Master data'': the set of data agreed and shared across itmSUITE® which supports the management of the ''key business entities''. For the list of ''master data'' tables refer to [[ItmSUITE® - Cross master data configuration|cross master data configuration]].
* ''Matrix timesheet'': TBD
* ''MB'': abbreviation for ''message bus''.
* ''MDMM (Master Data Management Matrix)'': the functionality which allows to manage grants for the records of some master data. See [[MDMM management]] page for more details.
* ''Master solution group'': a dynamic ''workflow role'' (e.g. used to define rights for ''workflow transitions'' or ''workflow fields''). The ''workflow field'' Master Solution Group let define the ''master solution group'' among available ''solution groups'' and this assignment can be done for each ''ticket'' instance.
* ''Menu'': a link to a management functionality of itmSUITE®. These links are provided on the left of the itmSUITE® screen and changes according to the privileges and the configuration of their visibility. See the [[Menu management]] page for more information.
* ''Message'': a communication, caracterized by a subject, content, recipient(s) and, optionally, attachment(s) which can be sent through itmSUITE® ''message system'' to ''users'' or external recipients (in such a case the communication is sent through an email service). The ''message'' can also be based on a'' ticket message template''. See the [[Message system]] page for more information.
* ''Message bus'': TBD
* ''Message system'': one of the technical component of itmSUITE®, the ''message system'' is the engine dispatching all the messages automatically or manually generated within the system. The ''message system'' has a user interface which allows to receive and send messages and it can be synchronized with external mailing systems. See the [[Message system]] page for more information.
* ''Message template'': TBD.
* ''Metric'': TBD.
* ''Module'': one of the components of itmSUITE® which makes avaiable a specific sets of functionalities. ''Modules'' may be core or complementary. Core modules can be installed and activated autonomously. Complementary ''modules'' require the presence of at least one core ''module''. For a list of core modules and a description of their features refer to [[itmSUITE® - Core modules]]. For a list of complementary modules and a description of their features refer to [[itmSUITE® - Complementary modules]].
* ''Model'': a set of ''configuration items'' and their ''relationship'' represented according to specific modelling conventions which includes the definition of the entities, relationship types among them and graphical appearance.
* ''Monitoring system configuration'': TBD
* ''MSC'': abbreviation for ''monitoring system configuration''.
* ''MSG'': abbreviation for ''master solution group''.
* ''MURM'' (Managers User Rights Management); the functionality used to grant rights for ''managers''. This functionality can be accessed from '''''General/Company/MURM'''''.

== N ==
* ''NTLM'': TBD
* ''News'': they are broadcast communications relevant for the ''users'' or part of the ''users'' of itmSUITE®. The system makes available a management system to broadcast ''news'' to the target audience and for specific time frames. See [[News management]] page for more information.
* ''News management'': TBD

* ''Notification'': the configured schedule to communicate the ''event type template'' message related to an ''event type''. ''Notifications'' are sent via the itmSUITE® ''message system''. See also [[Notifications management]] page.

== O ==
* ''Object'': in [[ItmSUITE® - Core modules#CMS - Configuration Management System|CMS - Configuration Management System]] context, an element which can be used to represent an ''asset'' or a ''configuration item''.
* ''Objective'': objective characterized by a metric and targets which can be set and calculated by means of the ''OCE'' ''module''. They can be typically used in order to manage service levels.
* ''Objectives calculation engine'': a complementary module of itmSUITE®. The full name of it is [[OCE - Service Level Management]]. This ''module'' enables to manage ''service levels'' for ''service'' and ''projects''.
* ''OCE'': abbreviation for ''objectives calculation engine''.
* ''Organizational unit'': the representation of the organizational structure of a ''client''. Levels of the organization can be defined by means of tree nodes and ''clients'<nowiki/>'' associated ''resources'' can be related to each. The ''service provider''' s organization can be mapped by using a fictitious ''client''.
* ''OU'': abbreviation for''organizational unit''.

== P ==
* ''Passive channel'': TBD
* ''PBS'': see ''product breakdown structure''.
* ''Percentage complete'' (''% complete''): TBD
* ''Personal preferences'': the set of ''user''<nowiki/>'s preferences concerning the use of itmSUITE® which can be managed by the ''user''. See the [[Personal options|Personal preferences]] page for more details.
* ''PFD'': see product flow diagram.
* ''Planned % complete'': TBD
* ''Pm'': abbreviation for ''project manager''.
* ''PM'': abbreviation for ''project and portfolio management''.
* ''PM row'': data for a ''timesheet'' corresponding to what the ''project manager'' or ''service manager'' approves (the ''company'' cost).
* ''Portfolio analysis'': TBD report
* ''Portfolio gantt'': TBD
* ''Problem: ''according to ''ITIL®'', a ''problem'' is a cause of one or more ''incidents''. The cause is not usually known at the time a ''problem'' record is created, and the ''problem management'' process is responsible for further investigation. ''Problems'' are managed via the ''problem management'' process and a ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''.
* ''Problem management'': according to ''ITIL®, ''the process responsible for managing the lifecycle of all ''problems''. ''Problem management'' proactively prevents ''incidents'' from happening and minimizes the impact of ''incidents'' that cannot be prevented. A ''workflow cartridge ''is made available for the ''SM module ''which supports the execution of the ''problem management ''process according to the guidelines provided by ''ITIL® ''and ''ISO/IEC 20000''.
* ''Process owner'': TBD
* ''Product'': this is any product or service provided by the ''company'' internally or to its clients. itmSUITE® allows to manage ''product ''master data ''product'' as an entity in ''workflows ''and ''modules''.See also [[ItmSUITE® - Introduction to basic configuration|Introduction to basic configuration]] page for ''products'' configuration.

* ''Product breakdown structure'': a hierarchy of all the ''deliveries'' to be produced during a ''project'' or ''service''.
* ''Product flow diagram'': a diagram showing the sequence of production and interdependencies of the ''deliveries'' listed in a ''product breakdown structure''.
* ''Project'': a temporary organization that is created for the purpose of delivering one or more business products according to an agreed Business Case. For this purpose, in itmSUITE® a set of entities, their attributes and related management functionalities are made available to the'' users'' which play a role in the ''project''.
* ''Project activity'': an activity scheduled for a ''project''. This is one of the information managed by itmSUITE[[ItmSUITE® - Core modules|®]] for a ''project''.
* ''Project activity type'': a categorization for ''project activities''.
* ''Project and portfolio management'': one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Core modules#PM - Project and Portfolio Management|PM - Project and Portfolio Management]]. This ''module'' enables to manage ''projects'' and portfolios of ''projects''.
* ''Project currency'': TBD.
* ''Project delivery'': see ''delivery''.
* ''Project explorer'': TBD (CMS context)
* ''Project issue'': TBD
* ''Project manager'': this is a special role on a ''project'', automatically inheriting specific rights and visibility of data for it.
* ''Project milestone'': a structured check of the status of a ''project'' where several information (''estimation'', progress, comments, etc.) are gathered and stored. These information may be used for ''project'' control (see [[semaphores]]).
* ''Project off-specs'': TBD
* ''Project portfolio'': TBD
* ''Project RFC'': TBD
* ''Project risk'': see ''risk''.
* ''Project semaphore'': see ''semaphore''.
* ''Purchase contract'': see ''contract''.

== Q ==

== R ==
* ''RE'': abbreviation for ''reconciliation engine''.
* ''REP: ''abbreviation for ''reporting management''.
* ''Reconciliation'': a process performed by the ''reconciliation engine'' which allows to import information from a data source into the ''CMS'' in a controlled way (deciding which information for which ''configuration item'' to import).
* ''Reconciliation engine: ''one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Complementary modules#RE - Reconciliation Engine|RE - Reconciliation Engine]]. This ''module ''enables the ''reconciliation'' process.
* ''RfC'': abbreviation for ''Request for Change''.
* ''Relationship'': a relationship between two ''configuration items''.
* ''Release'': according to ''ITIL®'', one or more ''changes'' to an IT service that are built, tested and deployed together. A single release may include ''changes'' to hardware, software, documentation, processes and other components. ''Releases'' are managed through the ''release and deployment management'' process and a ''workflow cartridge'' is made available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''.
* ''Release and deployment management: ''according to ''ITIL®'', the process responsible for planning, scheduling and controlling the build, test and deployment of ''releases'', and for delivering new functionality required by the business while protecting the integrity of existing ''services''. A ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''. See [[Release Management]] page for more information on this configuration.
* ''Release management'': see ''release and deployment management''.
* ''Report'': a report generated with ''reporting management''.
* ''Reporting management: ''one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Complementary modules#REP - Reporting Management|REP - Reporting Engine]]. This modules enables to define and embed new reports in addition to those predefined in itmSUITE®.
* ''Report template'': TBD
* ''Request'': see ''self service request''.
* ''Request for Change'': TBD.
* ''Request fulfilment: ''according to ''ITIL®, t''he process responsible for managing the lifec ycle of all ''service requests''. A ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''. See [[Request Fulfilment]] page for more information on this configuration.
* ''Resource'': term used to refer to a human resource and his/her associated information managed in itmSUITE®. A ''resource'' may or may not have an account and, therefore, be a ''user''.
* ''Resource row'': data for a ''timesheet'' corresponding to what declared by the ''resource''.
* ''Resolution cause'': TBD
* ''Risk'': an uncertain event or set of events that, should it occur, will have an effect on the achievement of objectives. A risk is measured by a combination of the probability of a perceived threat or opportunity occurring, and the magnitude of its impact on objectives. Risks can be managed for ''[[glossary|projects]]'' and ''[[glossary|services]]'' in the ''Issues/Risks'' tab.
* ''Role'': a usage profile determining ''user''<nowiki/>'s rights on data and functionalities. More than a ''role'' may be associated to a ''user''. ''Roles'' are distinguished in ''application level'' ''roles'', ''projects'' and ''services'' related ''roles'', ''workflows'' related'' roles. Application level'' ''roles'' are set at ''user''<nowiki/>'s level and related to the available ''licenses'' (they determine the number of users who may be activated). ''Project'' and ''service'' roles are dynamically assigned to ''users'' in the context of each ''project'' or ''service''. ''Workflows roles'' are dynamically assigned to ''users'' in the context of each ''workflow'' See also ''[[Roles]]'' page for more information.
* ''.rptdesign'': extension for a file created by the ''BIRT designer'' component.

== S ==
* ''SACM'': abbreviation for ''service asset and Configuration management''.
* ''Sales contract'': see ''contract''.
* ''Sale role'': TBD.
* ''Sales role tarif'': TBD''.''
* ''Search context'': the definition of the scope where a search, with a '''Quick Search''' (available right on the top part of the itmSUITE® screen). ''Search contexts ''are of three types: preinstalled (and not modifiable), published by a ''manager'' or defined by a ''user''. ''Search contexts'' are listed next to the '''Quick Search''' command and their scope can be tailored on any part of itmSUITE®. See [[search context management]] page for more information.
* ''Self service'': see ''self service portal''.
* ''Self service category'': a part of the organization of the ''self service portal''. ''Self service categories'' may be defined for each ''self service topic'' and they appear as a tree on left side of the ''self service portal ''with a maximum two level of depth.
* ''Self service portal'': a functionality of itmSUITE® enabling ''users'' to quickly open ''tickets ''by browsing a structured presentation of the available ones. The levels of presentation are ''self service topics'' (highest level), ''self service category'' (intermediate level) and ''self service requests'' (lowest level). itmSUITE® makes it possible to define the visibility of data according to needs. See the [[self service portal]] page for more information.
* ''Self service request'': the lowest element for the structure of a ''self service portal''. For each ''self service category'' it is possible to define one or more ''self service requests''. ''Self service requests'' are configured to trigger the activation of a ''workflow'', also passing some initial settings to it.
* ''Self service topic'': a part of the organization of the ''self service portal''. ''Self service topics ''may be customized with icons and they appear in the upper part of the ''self service portal''. Their selection influences the visibility of ''self service categories''.
* ''Semaphore'': a metric which is used to monitor a particular aspect of the status of a'' project ''(''project semaphore'') or ''service'' (''service semaphore''). Threshold values shall be defined for each ''semaphore'' and are used in reports and messages where the status of a ''project'' is reported. Se the [[semaphores]] dedicated page for more information.
* ''Service'': a mean to provide value to customers by facilitating outcomes customers wants to achieve using resources and capabilities. For this purpose, in itmSUITE®, a set of entities, their attributes and related management functionalities are made available to the ''users ''which play a role in the delivery of the ''service''.
* ''Service activity'': an activity scheduled for a ''service''. This is one of the information managed by itmSUITE® <nowiki/>for a ''service''.
* ''Service asset and configuration management'': according to ''ITIL®'', the process responsible for ensuring that the assets required to deliver services are properly controlled, and that accurate and reliable information about those assets is available when and where it is needed. This information includes details of how the assets have been configured and the relationships between assets. Service asset and configuration management purpose and objectives are fully supported by the ''CMS'' ''module'' of itmSUITE®.
* ''Service catalogue'': TBD
* ''Service delivery'': see ''delivery''.
* ''Service desk:'' according to ''ITIL®, t''he single point of contact between the service provider and the users. A typical service desk manages incidents and service requests, and also handles communication with the users. itmSUITE® fully enables the implementation and management of a ''service desk''.
* ''Service desk and service management: ''one of the ''modules ''of itmSUITE®. The full name of it is [[ItmSUITE® - Core modules#SM - Service Desk and Service Management|SM - Service Desk and Service Management]]. This ''module ''enables to manage ''services''.
* ''Service level'': according to ''ITIL®, a ''measured and reported achievement against one or more service level targets. The term is sometimes used informally to mean service level target. In itmSUITE® ''service levels'' can be defined and measured by means of the [[OCE - Service Level Management]] ''module''.
* ''Service level management'': according to ''ITIL®, t''he process responsible for negotiating achievable service level agreements and ensuring that these are met. It is responsible for ensuring that all ''IT service management processes'', operational level agreements and underpinning contracts are appropriate for the agreed ''service level'' targets. ''Service level management'' monitors and reports on service levels, holds regular service reviews with customers, and identifies required improvements. Several itmSUITE® ''modules'' support the implementation and management of the ''service level management'' process: [[OCE - Service Level Management]] supports the definition, calculation and use (e.g. in ''ticket'' lists or forms) of the ''service levels''; [[ItmSUITE® - Core modules#SM - Service Desk and Service Management|SM - Service Desk and Service Management]] supports the definition of processes to manage service reviews and service improvements; [[ItmSUITE® - Complementary modules#REP - Reporting Management|REP - Reporting Engine]] supports the monitoring and reporting of ''service levels''.
* ''Service manager'': this is a special ''role'' on a ''service'', automatically inheriting specific rights and visibility of data for it. In ''ITIL®'', this is a generic term for any manager within the service provider. Most commonly used to refer to a business relationship manager, a process manager or a senior manager with responsibility for IT services overall.
* ''Service provider'': TBD
* ''Service request'': according to ''ITIL®, ''a formal request from a user for something to be provided – for example, a request for information or advice; to reset a password; or to install a workstation for a new user. ''Service requests'' are managed by the ''request fulfilment'' process, usually in conjunction with the ''service desk''. A ''workflow cartridge'' is available for the ''SM'' ''module'' which supports its execution according to the guidelines provided by ''ITIL®'' and ''ISO/IEC 20000''. See [[Request Fulfilment]] page for more information on this configuration. ''Service requests'' should not be confused ''self service request'' although ''self service requests'' may often be a configured to instantiate ''service requests''.

* ''Service review'': a structured check of the status of a ''service ''where several information (''estimation'', progress, comments, etc.) are gathered and stored. These information may be used for ''service ''control (see [[semaphores]]).
* ''Service risk'': see ''risk''.
* ''Service semaphore'': see ''semaphore''.
* ''SG'': abbreviation for ''solution group''.
* ''Sm'': abbreviation for ''service manager''.
* ''SM'': abbreviation for ''service desk and service management.''
* ''Solution group'': see groups. A ''solution group'' is generally meant as a ''group'' dedicated to the resolution of ''incidents'' and/or ''problems''.
* ''Solution group manager'': see ''group manager''.
* ''SRCS'': abbreviation for Self service Request Configuration System, see ''self service''.
* ''Standard change'': TBD
* ''Status'': TBD
* ''Superadmin'': a special ''user type''. A ''superadmin'' ''user'' is created with predefined access credentials when itmSUITE® is initially installed. The ''superadmin'' may: create new ''companies'', create other ''users'' (either ''superadmins'' or ''users'' with ''user type'' "Admin" enabled to configure the ''companies'' to which they are associated) and perform some key essential settings in order to enable other ''users'' to complete ''company'' configurations. For more information, have a look to the ''[[superadmin]]'' page.
* ''Suppliers'': a generic term that means a supplier providing services, resources and/or goods to a ''company''. itmSUITE® allows to manage ''supplier ''master data and ''supplier ''as an entity in ''workflows ''and ''modules''.
* ''Symbol'': in CMS context - TBD

== T ==
* ''Third solution group'': TBD
* ''Ticket'': term used to refer to an instance of a process managed through the ''workflow engine''.
* ''Ticket activity'': an activity scheduled to manage a ''ticket''.
* ''Ticket activities template'': a predefined and configured set of ''ticket activities'' in order to manage a ''ticket''.
* ''Ticket estimation'': a ''ticket'' estimation (budget, balance and estimation to complete) made for a ''ticket'' in its ''Estimation'' section.
* ''Ticket message template'': a predefined model which is used to create a ''message''. For example, this is used for the creation of ''messages'' from ''tickets''.
* ''Ticket type'': TBD
* ''Ticket worker'': a ''resource'' assigned to work on a specific ''ticket''. This is also a ''workflow'' related ''role''.
* ''Time zone'': the time zone of reference used to read date/time data which can be chosen by a ''resource'' (see ''personal preferences''). A time zone is set for the system and date/time values are converted and shown to the ''user'' according to the chosen ''time zone'' for the ''resource''. For more information see [[time zone management]] page.

* ''Timesheet'': a record corresponding to a declaration of work done. This work can be related to a ''project'' or a a ''service ''or to any detailed elements (such as ''project activities'', ''service activities'', or ''tickets'' or ''ticket activities'') of them.
* ''Timesheet attachment'': an attachment (document) related to a ''timesheet''. A ''timesheet attachment'' is generally used to document expenses.
* ''To do list'': TBD
* ''Transition'': see ''workflow transition''.
* ''Tuple'': TBD

== U ==
* ''User'': the login information which can be associated to one ''resource'' per ''company''. A ''resource'' with an active ''user'' can enter and use itmSUITE® according to the configured grants. Only a ''user'' can be associated with a ''resource'' per each ''company'' (''a'' user may be associated to different ''resources'' in different ''companies''). The association of a ''user'' to a ''resource'' is not mandatory. ''Users'' should have one or more ''user type''.
* ''User type'': there are different types of ''users'' ("Requester", "Resource", "Project/Service Manager", "Manager", "Admin" and "Superadmin"). one or more ''user types'' may be associated to a ''user''. The association of a ''user type'' also enables some related functionalities: see [[Users and resources]] and [[Roles]] pages for additional information.

== V ==
* VAT: TBD
* ''VCE'': abbreviation for ''Visual Condition Editor''.
* ''VCE condition'': a boolean expression defined with the ''Visual Condition Editor''.
* ''View'': is a preconfigured selectionof attributes and associated preferences (including a ''filter'') to list records for an itmSUITE® managed entity (e.g. ''projects'', ''services''). ''Views'' can be created and distributed to ''users''. See [[Views management]] page for more details.
* ''Visual Condition Editor'': TBD. See also ''[[visual condition editor]]'' page.
== W ==
* ''Workaround'': according to ''ITIL®, r''educing or eliminating the impact of an ''incident'' or ''problem'' for which a full resolution is not yet available – for example, by restarting a failed configuration item. ''Workarounds'' are documented in ''known error'' records. The ''known error management'' process is responsible for the life cycle of ''knonw errors''.
* ''Workflow'': a business process, made of a sequence of activities transforming inputs into outputs with the aim to achieve specific outcomes. With itmSUITE® it is possible to support the execution of ''workflows ''by means of the ''workflow engine''. See the ''[[Workflow engine]] ''page for more information.
* ''Workflow administrative status'': a field among those manageable for a ''workflow''. The field represents the administrative status of the ''workflow'' instance which, in turn, plays a role in the billing processes managed by the ''financial management'' module.

* ''Workflow cartridge'': the set of configuration settings which define the contents and execution of a ''workflow'' by means of the ''workflow engine''. See the ''[[Workflow engine]]'' page for more information.
* ''Workflow causal'': when transitioning from a ''workflow status'' to another it is possible to configure the ''workflow engine'' so that it requires or simply enables to specify the reason for the transition itself. This reason is known as ''workflow causal'' and it can be categorized using ''workflow causal types'' (e.g. all the possible workflow reasons to move from a source status to a closed status).
* ''Workflow causal type'': a categorization of ''workflow causal''.
* ''Workflow conditions'': Boolean expressions used to influence the visibility or possibility to edit ''workflow fields'' by ''users''. The Boolean expressions may take into consideration attributes of system entities (e.g. ''projects'', ''services'', ''tickets'', etc.).
* ''Workflow custom field'': see ''workflow fields''.
* ''Workflow engine'': the component of itmSUITE®, part of the [[ItmSUITE® - Core modules|SM - Service Desk and Service Management]] ''module'', which allows to configure and execute ''workflows''.See the ''[[Workflow engine]] ''page for more information.
* ''Workflow explorer'': TBD
* ''Workflow field'': a component of a ''workflow ''corresponding to a managed entity attribute which can be used in a ''workflow form''. ''Workflow fields'' can be of two types: "predefined" and "custom". Predefined ''workflow fields'' are pre installed and available for any ''workflow'' while custom ones can be specifically defined and managed for a ''workflow''.
* ''Workflow form'': TBD.
* ''Workflow form section'': TBD.

* ''Workflow operational status'': see ''workflow status''.
* ''Workflow notifications'': TBD.
* ''Workflow role'': see ''role''.
* ''Workflow status'': a condition of a ''workflow ''instance. ''Workflow statuses'' may be defined by the ''process owners ''and are of two types: "normal" and "legacy". TBD
* ''Workflow transition'': the rule allowing ''users'' to pass from a ''workflow status'' to another. Rights to execute ''workflow transitions'' are part of the ''workflow'' configuration.
* ''Workspace'': TBD

== X ==

== Y ==

== Z ==

[[category:Glossary]]

Workflow configuration steps - Grants

2017-11-05T16:00:53Z

Maxime.sottini: /* Roles and Statuses Association */

The grant management section is actually made of different configuration tabs: ''Grant Management'', ''Form Designer'', ''Ticket Activities Options'' and ''Ticket Message Templates''. Olny the ''Grant Management'' will be discussed here.

This tab allows to define the privileges (read, modify) on the ''[[glossary|workflow fields]]''. Privileges are defined per ''[[glossary|workflow status]]'' and ''[[glossary|roles]]''.

The ''Grant Management'' is articulated in the following sections: ''Roles and Statuses Filter'', ''Roles and Statuses Association'', ''Grant Management''. Additionally, the Comments field allows to add descriptions, information and comments concerning the privileges configuration.

== Roles and Statuses Filter ==
This section settings influence the ''Roles and Statuses Association'' section contents. Actually, it is possible to select the ''[[glossary|roles]]'' (use Roles Selection) and the ''[[glossary|workflow statuses]]'' (use Statuses Selection; available ''[[glossary|workflow statuses]]'' are those configured in ''Associated Op. Status'' configuration tab; see [[Workflow configuration steps - Statuses|workflow configuration steps - statuses]] for more information) to be present in the ''Roles and Statuses Association'' section.

== Roles and Statuses Association ==
This section works as a filter for the ''Grants Management''. It allows to define which combinations (associations) of ''[[glossary|workflow statuses]]'' and ''[[glossary|roles]]'' are permitted and therefore will be configurable in ''Grants Management''.

This is made by means of a matrix where ''[[glossary|workflow statuses]]'' selected in ''Roles and Statuses Filter'' are placed in rows and ''[[glossary|roles]]'', selected in ''Roles and Statuses Filter'' too, in columns. The user may configure the allowed combinations by checking them: this can be done by checking all cells (check box top left), all column cells, all row cells or specific cells.
[[File:Workflow grants configuration - roles and statuses association.JPG|none|thumb|850x850px|Roles and Statuses Association section]]
In ''Groups Selection'' only ''[[glossary|groups]]'' which were associated to the ''[[glossary|workflow]]'' in the ''Groups'' configuration tab / form are made available. Remember to make the association before.
It is possible to save the selection with the '''Apply''' command.

== Grant Management ==
The ''Grants Management'' section actually allows to define the privileges of the ''[[glossary|users]]'' for the ''[[glossary|workflow fields]]''.
[[File:Workflow grants configuration - grants management.JPG|none|thumb|850x850px|Grants Management section]]It is possible to define the layout in a matrix by choosing what to see in columns (X-Dimension) and rows (Y-Dimentions) and acting on the remaining Z-Dimension. In the picture above, ''[[glossary|workflow statuses]]'' were selected for rows, ''[[glossary|roles]]'' for columns and the configuration made in the cells are applied to the ''[[glossary|workflow field]]'' set in Z-Value, "Cr User Description".

Only values compatible according to configurations made in ''Roles and Statuses Filter'' and ''Roles and Statuses Association'' sections are reported. So, for example, if a ''[[glossary|workflow status]]'' is not filtered, it won't be present. If a combination is not applicable, based on what defined in ''Roles and Statuses Association ''section, the corresponding cell is colored in grey and "N/A" is shown.

Several commands are available. '''INCLUDE FIELDS''' allows to select one or more'' [[glossary|workflow fields]]'' to be used for the configuration. This completes the selection of the scope of configuration together with values defined in ''Roles and Statuses Association'' section.

'''REFRESH GRANTS MATRIX''' simply determines the refresh of the grid base on X-Dimension, Y-Dimension, Z- Dimension and Z-Value selections. Change values will be lost if not previously saved.

Selection Rights allows to select a privilege which will be massively applied to all selected cells when the '''APPLY''' command is launched. Selection of cells can be done for all (top left check box), for columns (top column check box) or row (left row check box) or for specific cells.

Possible configurations of privileges are:

{| class="wikitable"
! Privilege !! Description

|-
|"View" || The corresponding ''[[glossary|workflow field]]'' can only be viewed by the ''[[glossary|role]]'' in the ''[[glossary|workflow status]]''.

|-
|"Modify" || The corresponding ''[[glossary|workflow field]] ''can be viewed and modified by the ''[[glossary|role]] ''in the ''[[glossary|workflow status]]''.

|-
|"View/Man" || The corresponding ''[[glossary|workflow field]] ''can only be viewed but by the ''[[glossary|role]] ''in the ''[[glossary|workflow status]]'' but it's mandatory.

|-
|"Modify/Man" || The corresponding ''[[glossary|workflow field]] ''can be viewed and modified by the ''[[glossary|role]] ''in the ''[[glossary|workflow status]] ''and it's mandatory.

|-
|MN/A"odify/Man || Configuring is not admitted; therefore the ''[[glossary|workflow field]] ''can't be viewed and modified by the ''[[glossary|role]] ''in the ''[[glossary|workflow status]]''.

|-
|None (blank) || Configuring is possible but none is defined; therefore the ''[[glossary|workflow field]] ''can't be viewed and modified by the ''[[glossary|role]] ''in the ''[[glossary|workflow status]] ''unless differently configured.

|}
MANAGE SETTINGS FOR ROLE/STATUS/FIELD is a powerful feature which allows to copy configuration for ''[[glossary|workflow fields]]'', ''[[glossary|roles]]'' or ''[[glossary|workflow statuses]]'' using another corresponding element as the reference for the configuration.

'''EXPORT''' allow to export in an excel file all the current configuration. The file can be updated and imported by means of the '''IMPORT''' command.

Remember that all configuration settings are made effective only after the '''SAVE''' command is launched and settings are therefore saved.

Workflow configuration steps - Grants

2017-11-05T15:59:35Z

Maxime.sottini: /* Roles and Statuses Association */

The grant management section is actually made of different configuration tabs: ''Grant Management'', ''Form Designer'', ''Ticket Activities Options'' and ''Ticket Message Templates''. Olny the ''Grant Management'' will be discussed here.

This tab allows to define the privileges (read, modify) on the ''[[glossary|workflow fields]]''. Privileges are defined per ''[[glossary|workflow status]]'' and ''[[glossary|roles]]''.

The ''Grant Management'' is articulated in the following sections: ''Roles and Statuses Filter'', ''Roles and Statuses Association'', ''Grant Management''. Additionally, the Comments field allows to add descriptions, information and comments concerning the privileges configuration.

== Roles and Statuses Filter ==
This section settings influence the ''Roles and Statuses Association'' section contents. Actually, it is possible to select the ''[[glossary|roles]]'' (use Roles Selection) and the ''[[glossary|workflow statuses]]'' (use Statuses Selection; available ''[[glossary|workflow statuses]]'' are those configured in ''Associated Op. Status'' configuration tab; see [[Workflow configuration steps - Statuses|workflow configuration steps - statuses]] for more information) to be present in the ''Roles and Statuses Association'' section.

== Roles and Statuses Association ==
This section works as a filter for the ''Grants Management''. It allows to define which combinations (associations) of ''[[glossary|workflow statuses]]'' and ''[[glossary|roles]]'' are permitted and therefore will be configurable in ''Grants Management''.

This is made by means of a matrix where ''[[glossary|workflow statuses]]'' selected in ''Roles and Statuses Filter'' are placed in rows and ''[[glossary|roles]]'', selected in ''Roles and Statuses Filter'' too, in columns. The user may configure the allowed combinations by checking them: this can be done by checking all cells (check box top left), all column cells, all row cells or specific cells.
[[File:Workflow grants configuration - roles and statuses association.JPG|none|thumb|850x850px|Roles and Statuses Association section]]
In the Group filter section only ''[[glossary|groups]]'' which were associated to the ''[[glossary|workflow]]'' in the ''Groups'' configuration tab / form are made available. Remember to make the association before.
It is possible to save the selection with the '''Apply''' command.

== Grant Management ==
The ''Grants Management'' section actually allows to define the privileges of the ''[[glossary|users]]'' for the ''[[glossary|workflow fields]]''.
[[File:Workflow grants configuration - grants management.JPG|none|thumb|850x850px|Grants Management section]]It is possible to define the layout in a matrix by choosing what to see in columns (X-Dimension) and rows (Y-Dimentions) and acting on the remaining Z-Dimension. In the picture above, ''[[glossary|workflow statuses]]'' were selected for rows, ''[[glossary|roles]]'' for columns and the configuration made in the cells are applied to the ''[[glossary|workflow field]]'' set in Z-Value, "Cr User Description".

Only values compatible according to configurations made in ''Roles and Statuses Filter'' and ''Roles and Statuses Association'' sections are reported. So, for example, if a ''[[glossary|workflow status]]'' is not filtered, it won't be present. If a combination is not applicable, based on what defined in ''Roles and Statuses Association ''section, the corresponding cell is colored in grey and "N/A" is shown.

Several commands are available. '''INCLUDE FIELDS''' allows to select one or more'' [[glossary|workflow fields]]'' to be used for the configuration. This completes the selection of the scope of configuration together with values defined in ''Roles and Statuses Association'' section.

'''REFRESH GRANTS MATRIX''' simply determines the refresh of the grid base on X-Dimension, Y-Dimension, Z- Dimension and Z-Value selections. Change values will be lost if not previously saved.

Selection Rights allows to select a privilege which will be massively applied to all selected cells when the '''APPLY''' command is launched. Selection of cells can be done for all (top left check box), for columns (top column check box) or row (left row check box) or for specific cells.

Possible configurations of privileges are:

{| class="wikitable"
! Privilege !! Description

|-
|"View" || The corresponding ''[[glossary|workflow field]]'' can only be viewed by the ''[[glossary|role]]'' in the ''[[glossary|workflow status]]''.

|-
|"Modify" || The corresponding ''[[glossary|workflow field]] ''can be viewed and modified by the ''[[glossary|role]] ''in the ''[[glossary|workflow status]]''.

|-
|"View/Man" || The corresponding ''[[glossary|workflow field]] ''can only be viewed but by the ''[[glossary|role]] ''in the ''[[glossary|workflow status]]'' but it's mandatory.

|-
|"Modify/Man" || The corresponding ''[[glossary|workflow field]] ''can be viewed and modified by the ''[[glossary|role]] ''in the ''[[glossary|workflow status]] ''and it's mandatory.

|-
|MN/A"odify/Man || Configuring is not admitted; therefore the ''[[glossary|workflow field]] ''can't be viewed and modified by the ''[[glossary|role]] ''in the ''[[glossary|workflow status]]''.

|-
|None (blank) || Configuring is possible but none is defined; therefore the ''[[glossary|workflow field]] ''can't be viewed and modified by the ''[[glossary|role]] ''in the ''[[glossary|workflow status]] ''unless differently configured.

|}
MANAGE SETTINGS FOR ROLE/STATUS/FIELD is a powerful feature which allows to copy configuration for ''[[glossary|workflow fields]]'', ''[[glossary|roles]]'' or ''[[glossary|workflow statuses]]'' using another corresponding element as the reference for the configuration.

'''EXPORT''' allow to export in an excel file all the current configuration. The file can be updated and imported by means of the '''IMPORT''' command.

Remember that all configuration settings are made effective only after the '''SAVE''' command is launched and settings are therefore saved.

File:Workflow grants configuration - roles and statuses association.JPG

2017-11-05T15:54:02Z

Maxime.sottini: Maxime.sottini uploaded a new version of File:Workflow grants configuration - roles and statuses association.JPG

[[Category:Workflow Forms]]

Workflow fields configuration

2017-11-04T11:51:06Z

Maxime.sottini: /* Custom workflow fields configuration */

This page contains detailed information on the configuration of ''[[glossary|workflow fields]]''.

== Predefined workflow fields configuration ==
The following table, provides details for the configuration of predefined'' [[glossary|workflow fields]]''.

{| class="wikitable"
! Field !! Description !! Manageable properties

|-
|TBC || TBC || TBC

|}

== Custom workflow fields configuration ==
The following table provides details for the configuration of custom '' [[glossary|workflow fields]]''. Each created custom'' [[glossary|workflow field]]'' shall have a Type and Subtype. Based on them some parameters are available for configuration. Parameters which are available for more than a Type and Subtype are explained below the table. Any custom workflow field shall be identified by a Name. However the Name is not a unique identifier so more than a custom'' [[glossary|workflow field]]'' may have the same one.

Custom'' [[glossary|workflow fields]]'' can be managed in '''''General/Workflow/Custom Fields''''' or in specific ''workflows'' ''Custom Fields'' which is a sub tab located in ''Fields'' tab.

The height (so number of lines for multi line fields) and width of ''[[glossary|workflow fields]]'' in defined in ''[[glossary|workflow forms]]'' (see [[Workflow configuration steps - Form|Form]] in [[Workflow engine configuration|Workflow Engine Configuration]]).

{| class="wikitable sortable"
! Type !! Subtype !! Description !! Parameters

|-
|"Birt Report" || Not available || TBC. || Use In Filter

|-
|"Check Box" || Not available || || Source Data
Use In Filter

|-
|"Check Button" || Not available || A check button (Boolean, true if checked). || Use In Filter

|-
|"CMS View" || Not available || || Source Data
Use In Filter

|-
|"Command Button" || "Action Execution" || A button field used to active a [[glossary|Action]].
|| Source Data
Use In Filter

|-
|"Date" || Date

|| A field to set a calendar date (dd-mm-yyyy).
|| Source Data
Use In Filter

|-
|"Date" || Time

|| A field to set a time (hh:mm).
|| Source Data
Use In Filter

|-
|"Date" || Datetime

|| A field to set a date and time (dd-mm-yyyy hh:mm)
|| Source Data
Use In Filter

|-
|"Dependent" || Not available ||
|| Source Data
Use In Filter

|-
|"Drop down" || "Plain" || || Source Data
Use In Filter

|-
|"Drop down" || "Tuple" || || Source Data
Use In Filter

|-
|"Hash Table" || "Code" || || Source Data Use source Ticket datasource (lookup only)
Use In Filter Binded With

|-
|"Hash Table" || "Name" || || Source Data Use source Ticket datasource (lookup only)
Use In Filter Binded With

|-
|"Hash Table" || "Code - Multiselect" || || Source Data Use source Ticket datasource (lookup only)
Use In Filter Binded With

|-
|"Hash Table" || "Name - Multiselect" || || Source Data Use source Ticket datasource (lookup only)
Use In Filter Binded With

|-
|"List Box" || "Single Selection" || A control shows a list of values, according to the datasource content and allows to select one value from it which feeds a target field. || Source Data Use source Ticket datasource (lookup only)
Use In Filter

|-
|"List Box" || "Multiple Selection" || A control shows a list of values, according to the datasource content and allows to select one or more value(s) from it which feeds a target field with multiple values. || Source Data Use source Ticket datasource (lookup only)
Use In Filter

|-
|"Multi Column List" || "Single Select - Single Feed" || A control shows a list of values with multiple columns, according to the datasource content, and allows to select one row from it which feeds a target field with the column value set as parameter. || Source Data Use source Ticket datasource (lookup only) Use In Filter Columns

|-
|"Multi Column List" || "Single Select - Multi Feed" || A control shows a list of values with multiple columns, according to the datasource content, and allows to select one row from which feeds multiple target fields with the column values set as parameter. || Source Data Use source Ticket datasource (lookup only) Use In Filter Columns

|-
|"Multi Column List" || "Multi Select - Single Feed" || A control shows a list of values with multiple columns, according to the datasource content, and allows to select one or more rows from it which feed the target field with the column values set as parameter. || Source Data Use source Ticket datasource (lookup only) Use In Filter Columns

|-
|"Multi Column List" || "Multi Select - Multi Feed" || A control shows a list of values with multiple columns, according to the datasource content, and allows to select one or more rows from it which feed multiple target fields with the column values set as parameter. || Source Data Use source Ticket datasource (lookup only) Use In Filter Columns

|-
|"Number" || "Number" || A single line number field. The field is plain and cannot be contain a text.
|| Source Data
Use In Filter

|-
|"Number" || "Currency" || A single line currency field. The field is plain, cannot be contain a text and take the currency setting.
|| Source Data
Use In Filter

|-
|"Number" || "Percentage" || A single line percentage field. The field is plain and cannot be contain a text.
|| Source Data
Use In Filter

|-
|"Radio Box" || Not available || || Source Data
Use In Filter

|-
|"Resource" || Name || || Include inactive resources Depends On

|-
|"Text" || "Single Line" || A single line text field. Text is plain and cannot be formatted. || Use In Filter

|-
|"Text" || "Multi Line" || A multi line text field. Text is plain and cannot be formatted. || Use In Filter

|-
|"Text" || "Rich Text" || A multi line text field. Text can be formatted (e.g. coloured, underlined). || Use In Filter

|-
|"Tree" || "Single Select - Single Feed" || A control shows a tree of values with multiple columns, according to the datasource content, and allows to select one leaf from it which feeds a target field with the column value set as parameter. || Source Data Use source Ticket datasource (lookup only) Use In Filter Columns

|-
|"Tree" || "Single Select - Multi Feed" || A control shows a tree of values with multiple columns, according to the datasource content, and allows to select one leaf from it which feeds multiple target fields with the column values set as parameter. || Source Data Use source Ticket datasource (lookup only) Use In Filter Columns

|-
|"Tree" || "Multi Select - Single Feed" || A control shows a tree of values with multiple columns, according to the datasource content, and allows to select one or more leafs from it which feed a target field with the column value set as parameter. || Source Data Use source Ticket datasource (lookup only) Use In Filter Columns

|-
|"Tree" || "Multi Select - Multi Feed" || A control shows a tree of values with multiple columns, according to the datasource content, and allows to select one or more leafs from it which feed a multiple target fields with the column values set as parameter. || Source Data Use source Ticket datasource (lookup only) Use In Filter Columns

|}
Source Data

Source Data allows to configure the source data available for the custom ''[[glossary|workflow field]]''. These are a set of records which shall be provided to the system. When choosing a source of data for the field it is possible to select it from the list of available ''[[glossary|data sources]]'' or creating a new one. ''[[glossary|Data sources]]'' can be created when editing custom'' [[glossary|workflow fields]]'' or with '''''General/Workflow/Source Data''''' functionality.

''[[glossary|Data sources]]'' can be simple lists or multi level structure. The Type field of the ''[[glossary|data source]]'' allows to choose between "Plain" (simple list) and "Tuple" (multi level data) values. If "Tuple" is selected, the field Levels allows to choose the number of levels of the multi level data structure. The allowed are "1", "2" or "3", corresponding to the levels of the data structure. Once the ''[[glossary|data source]]'' is saved, its ''Records'' tab allows to populate it with its records of information. The behavior depends on the previous selections. If multi level was selected, the system allows to manage a tree structure for the defined number of levels. To add data, point the mouse on the element you want to change and click with the right button of the mouse. The '''Add New''' command will appear enabling to access the management screen. To update a record click on it to show the ''Update Source Data'' screen, as shown in the picture below, from where you can edit the selected records.[[File:Workflow data source configuration.JPG|none|thumb|850x850px|Data sources records management]]
In the previous screen it is also possible to view other configuration available for ''[[glossary|data sources]]'' of Type "Tuple":

{| class="wikitable"
! Field !! Description !! Comment

|-
|Name || This is the content (value) of the ''[[Glossary|data source]]'' record. ||

|-
|Default || This flag defines the default records for the ''[[glossary|data source]]''. ||

|-
|Status || This field defines the status of the ''[[Glossary|data source]]'' record. If set to "Active", the record will be visible. If set to "Inactive" the record will be hidden. ||

|-
|Reset STD tuple to default || TBC. ||

|-
|Solution Group || The ''[[glossary|data source]]'' can be used to drive the predefined'' [[glossary|workflow field]]'' . This means influencing either its value or the list of possible values for it. || In a ''[[glossary|workflow form]]'' there can be one or more ''[[glossary|workflow fields]]'' influencing the value of the Solution Group which is finally updated according to the last one changed.

|}

'''NOTE''': the ''[[glossary|data source]]'' can be used in different custom ''[[glossary|workflow]]''[[glossary| ''fields'']]. If multi level, the name appearing for each level shall be defined in the custom ''[[glossary|workflow field]]''.

Use In Filter

If set, this parameter makes available the custom ''[[glossary|workflow field]]'' in ''[[glossary|filters]]'' and ''[[glossary|views]]''.

=== Data source management ===
TBC

Workflow fields configuration

2017-11-04T11:48:10Z

Maxime.sottini: /* Custom workflow fields configuration */

This page contains detailed information on the configuration of ''[[glossary|workflow fields]]''.

== Predefined workflow fields configuration ==
The following table, provides details for the configuration of predefined'' [[glossary|workflow fields]]''.

{| class="wikitable"
! Field !! Description !! Manageable properties

|-
|TBC || TBC || TBC

|}

== Custom workflow fields configuration ==
The following table provides details for the configuration of custom '' [[glossary|workflow fields]]''. Each created custom'' [[glossary|workflow field]]'' shall have a Type and Subtype. Based on them some parameters are available for configuration. Parameters which are available for more than a Type and Subtype are explained below the table. Any custom workflow field shall be identified by a Name. However the Name is not a unique identifier so more than a custom'' [[glossary|workflow field]]'' may have the same one.

Custom'' [[glossary|workflow fields]]'' can be managed in '''''General/Workflow/Custom Fields''''' or in specific ''workflows'' ''Custom Fields'' which is a sub tab located in ''Fields'' tab.

The height (so number of lines for multi line fields) and width of ''[[glossary|workflow fields]]'' in defined in ''[[glossary|workflow forms]]'' (see [[Workflow configuration steps - Form|Form]] in [[Workflow engine configuration|Workflow Engine Configuration]]).

{| class="wikitable sortable"
! Type !! Subtype !! Description !! Parameters

|-
|"Birt Report" || Not available || TBC. || Use In Filter

|-
|"Check Box" || Not available || A check box. Source Data is used to define the available values to check. || Source Data
Use In Filter

|-
|"Check Button" || Not available || A check button (Boolean, true if checked). || Use In Filter

|-
|"CMS View" || Not available || || Source Data
Use In Filter

|-
|"Command Button" || "Action Execution" || A button field used to active a [[glossary|Action]].
|| Source Data
Use In Filter

|-
|"Date" || Date

|| A field to set a calendar date (dd-mm-yyyy).
|| Source Data
Use In Filter

|-
|"Date" || Time

|| A field to set a time (hh:mm).
|| Source Data
Use In Filter

|-
|"Date" || Datetime

|| A field to set a date and time (dd-mm-yyyy hh:mm)
|| Source Data
Use In Filter

|-
|"Dependent" || Not available ||
|| Source Data
Use In Filter

|-
|"Drop down" || "Plain" || || Source Data
Use In Filter

|-
|"Drop down" || "Tuple" || || Source Data
Use In Filter

|-
|"Hash Table" || "Code" || || Source Data Use source Ticket datasource (lookup only)
Use In Filter Binded With

|-
|"Hash Table" || "Name" || || Source Data Use source Ticket datasource (lookup only)
Use In Filter Binded With

|-
|"Hash Table" || "Code - Multiselect" || || Source Data Use source Ticket datasource (lookup only)
Use In Filter Binded With

|-
|"Hash Table" || "Name - Multiselect" || || Source Data Use source Ticket datasource (lookup only)
Use In Filter Binded With

|-
|"List Box" || "Single Selection" || A control shows a list of values, according to the datasource content and allows to select one value from it which feeds a target field. || Source Data Use source Ticket datasource (lookup only)
Use In Filter

|-
|"List Box" || "Multiple Selection" || A control shows a list of values, according to the datasource content and allows to select one or more value(s) from it which feeds a target field with multiple values. || Source Data Use source Ticket datasource (lookup only)
Use In Filter

|-
|"Multi Column List" || "Single Select - Single Feed" || A control shows a list of values with multiple columns, according to the datasource content, and allows to select one row from it which feeds a target field with the column value set as parameter. || Source Data Use source Ticket datasource (lookup only) Use In Filter Columns

|-
|"Multi Column List" || "Single Select - Multi Feed" || A control shows a list of values with multiple columns, according to the datasource content, and allows to select one row from which feeds multiple target fields with the column values set as parameter. || Source Data Use source Ticket datasource (lookup only) Use In Filter Columns

|-
|"Multi Column List" || "Multi Select - Single Feed" || A control shows a list of values with multiple columns, according to the datasource content, and allows to select one or more rows from it which feed the target field with the column values set as parameter. || Source Data Use source Ticket datasource (lookup only) Use In Filter Columns

|-
|"Multi Column List" || "Multi Select - Multi Feed" || A control shows a list of values with multiple columns, according to the datasource content, and allows to select one or more rows from it which feed multiple target fields with the column values set as parameter. || Source Data Use source Ticket datasource (lookup only) Use In Filter Columns

|-
|"Number" || "Number" || A single line number field. The field is plain and cannot be contain a text.
|| Source Data
Use In Filter

|-
|"Number" || "Currency" || A single line currency field. The field is plain, cannot be contain a text and take the currency setting.
|| Source Data
Use In Filter

|-
|"Number" || "Percentage" || A single line percentage field. The field is plain and cannot be contain a text.
|| Source Data
Use In Filter

|-
|"Radio Box" || Not available || || Source Data
Use In Filter

|-
|"Resource" || Name || || Include inactive resources Depends On

|-
|"Text" || "Single Line" || A single line text field. Text is plain and cannot be formatted. || Use In Filter

|-
|"Text" || "Multi Line" || A multi line text field. Text is plain and cannot be formatted. || Use In Filter

|-
|"Text" || "Rich Text" || A multi line text field. Text can be formatted (e.g. coloured, underlined). || Use In Filter

|-
|"Tree" || "Single Select - Single Feed" || A control shows a tree of values with multiple columns, according to the datasource content, and allows to select one leaf from it which feeds a target field with the column value set as parameter. || Source Data Use source Ticket datasource (lookup only) Use In Filter Columns

|-
|"Tree" || "Single Select - Multi Feed" || A control shows a tree of values with multiple columns, according to the datasource content, and allows to select one leaf from it which feeds multiple target fields with the column values set as parameter. || Source Data Use source Ticket datasource (lookup only) Use In Filter Columns

|-
|"Tree" || "Multi Select - Single Feed" || A control shows a tree of values with multiple columns, according to the datasource content, and allows to select one or more leafs from it which feed a target field with the column value set as parameter. || Source Data Use source Ticket datasource (lookup only) Use In Filter Columns

|-
|"Tree" || "Multi Select - Multi Feed" || A control shows a tree of values with multiple columns, according to the datasource content, and allows to select one or more leafs from it which feed a multiple target fields with the column values set as parameter. || Source Data Use source Ticket datasource (lookup only) Use In Filter Columns

|}
Source Data

Source Data allows to configure the source data available for the custom ''[[glossary|workflow field]]''. These are a set of records which shall be provided to the system. When choosing a source of data for the field it is possible to select it from the list of available ''[[glossary|data sources]]'' or creating a new one. ''[[glossary|Data sources]]'' can be created when editing custom'' [[glossary|workflow fields]]'' or with '''''General/Workflow/Source Data''''' functionality.

''[[glossary|Data sources]]'' can be simple lists or multi level structure. The Type field of the ''[[glossary|data source]]'' allows to choose between "Plain" (simple list) and "Tuple" (multi level data) values. If "Tuple" is selected, the field Levels allows to choose the number of levels of the multi level data structure. The allowed are "1", "2" or "3", corresponding to the levels of the data structure. Once the ''[[glossary|data source]]'' is saved, its ''Records'' tab allows to populate it with its records of information. The behavior depends on the previous selections. If multi level was selected, the system allows to manage a tree structure for the defined number of levels. To add data, point the mouse on the element you want to change and click with the right button of the mouse. The '''Add New''' command will appear enabling to access the management screen. To update a record click on it to show the ''Update Source Data'' screen, as shown in the picture below, from where you can edit the selected records.[[File:Workflow data source configuration.JPG|none|thumb|850x850px|Data sources records management]]
In the previous screen it is also possible to view other configuration available for ''[[glossary|data sources]]'' of Type "Tuple":

{| class="wikitable"
! Field !! Description !! Comment

|-
|Name || This is the content (value) of the ''[[Glossary|data source]]'' record. ||

|-
|Default || This flag defines the default records for the ''[[glossary|data source]]''. ||

|-
|Status || This field defines the status of the ''[[Glossary|data source]]'' record. If set to "Active", the record will be visible. If set to "Inactive" the record will be hidden. ||

|-
|Reset STD tuple to default || TBC. ||

|-
|Solution Group || The ''[[glossary|data source]]'' can be used to drive the predefined'' [[glossary|workflow field]]'' . This means influencing either its value or the list of possible values for it. || In a ''[[glossary|workflow form]]'' there can be one or more ''[[glossary|workflow fields]]'' influencing the value of the Solution Group which is finally updated according to the last one changed.

|}

'''NOTE''': the ''[[glossary|data source]]'' can be used in different custom ''[[glossary|workflow]]''[[glossary| ''fields'']]. If multi level, the name appearing for each level shall be defined in the custom ''[[glossary|workflow field]]''.

Use In Filter

If set, this parameter makes available the custom ''[[glossary|workflow field]]'' in ''[[glossary|filters]]'' and ''[[glossary|views]]''.

=== Data source management ===
TBC

Workflow fields configuration

2017-11-04T11:32:46Z

Maxime.sottini: /* Custom workflow fields configuration */

This page contains detailed information on the configuration of ''[[glossary|workflow fields]]''.

== Predefined workflow fields configuration ==
The following table, provides details for the configuration of predefined'' [[glossary|workflow fields]]''.

{| class="wikitable"
! Field !! Description !! Manageable properties

|-
|TBC || TBC || TBC

|}

== Custom workflow fields configuration ==
The following table provides details for the configuration of custom '' [[glossary|workflow fields]]''. Each created custom'' [[glossary|workflow field]]'' shall have a Type and Subtype. Based on them some parameters are available for configuration. Parameters which are available for more than a Type and Subtype are explained below the table. Any custom workflow field shall be identified by a Name. However the Name is not a unique identifier so more than a custom'' [[glossary|workflow field]]'' may have the same one.

Custom'' [[glossary|workflow fields]]'' can be managed in '''''General/Workflow/Custom Fields''''' or in specific ''workflows'' ''Custom Fields'' which is a sub tab located in ''Fields'' tab.

The height (so number of lines for multi line fields) and width of ''[[glossary|workflow fields]]'' in defined in ''[[glossary|workflow forms]]'' (see [[Workflow configuration steps - Form|Form]] in [[Workflow engine configuration|Workflow Engine Configuration]]).

{| class="wikitable sortable"
! Type !! Subtype !! Description !! Parameters

|-
|"Birt Report" || Not available || TBC. || Use In Filter

|-
|"Check Box" || Not available || A check box. Source Data is used to define the available values to check. || Source Data
Use In Filter

|-
|"Check Button" || Not available || A check button (Boolean, true if checked). || Use In Filter

|-
|"CMS View" || Not available || || Source Data
Use In Filter

|-
|"Command Button" || "Action Execution" || A button field used to active a [[glossary|Action]].
|| Source Data
Use In Filter

|-
|"Date" || Date

|| A field to set a calendar date (dd-mm-yyyy).
|| Source Data
Use In Filter

|-
|"Date" || Time

|| A field to set a time (hh:mm).
|| Source Data
Use In Filter

|-
|"Date" || Datetime

|| A field to set a date and time (dd-mm-yyyy hh:mm)
|| Source Data
Use In Filter

|-
|"Dependent" || Not available ||
|| Source Data
Use In Filter

|-
|"Drop down" || "Plain" || || Source Data
Use In Filter

|-
|"Drop down" || "Tuple" || || Source Data
Use In Filter

|-
|"Hash Table" || "Code" || || Source Data Use source Ticket datasource (lookup only)
Use In Filter Binded With

|-
|"Hash Table" || "Name" || || Source Data Use source Ticket datasource (lookup only)
Use In Filter Binded With

|-
|"Hash Table" || "Code - Multiselect" || || Source Data Use source Ticket datasource (lookup only)
Use In Filter Binded With

|-
|"Hash Table" || "Name - Multiselect" || || Source Data Use source Ticket datasource (lookup only)
Use In Filter Binded With

|-
|"List Box" || "Single Selection" || A control shows a list of values, according to the datasource content and allows to select one value from it which feeds the field. || Source Data Use source Ticket datasource (lookup only)
Use In Filter

|-
|"List Box" || "Multiple Selection" || A control shows a list of values, according to the datasource content and allows to select one or more value(s) from it, feeding a multi value field. || Source Data Use source Ticket datasource (lookup only)
Use In Filter

|-
|"Multi Column List" || "Single Select - Single Feed" || A control shows a list of values with multiple columns, according to the datasource content and allows to select one row from it which feeds the field according to the column value set as parameter. || Source Data Use source Ticket datasource (lookup only) Use In Filter Columns

|-
|"Multi Column List" || "Single Select - Multi Feed" || A control shows a list of values with multiple columns, according to the datasource content and allows to select one row from it which feed multiple related fields according to the column values set as parameter. || Source Data Use source Ticket datasource (lookup only) Use In Filter Columns

|-
|"Multi Column List" || "Multi Select - Single Feed" || A control shows a list of values with multiple columns, according to the datasource content and allows to select one or more rows from it which feeds the field according to the column value set as parameter. || Source Data Use source Ticket datasource (lookup only) Use In Filter Columns

|-
|"Multi Column List" || "Multi Select - Multi Feed" || A control shows a list of values with multiple columns, according to the datasource content and allows to select one or more rows from it which feed multiple related fields according to the column values set as parameter. || Source Data Use source Ticket datasource (lookup only) Use In Filter Columns

|-
|"Number" || "Number" || A single line number field. The field is plain and cannot be contain a text.
|| Source Data
Use In Filter

|-
|"Number" || "Currency" || A single line currency field. The field is plain, cannot be contain a text and take the currency setting.
|| Source Data
Use In Filter

|-
|"Number" || "Percentage" || A single line percentage field. The field is plain and cannot be contain a text.
|| Source Data
Use In Filter

|-
|"Radio Box" || Not available || || Source Data
Use In Filter

|-
|"Resource" || Name || || Include inactive resources Depends On

|-
|"Text" || "Single Line" || A single line text field. Text is plain and cannot be formatted. || Use In Filter

|-
|"Text" || "Multi Line" || A multi line text field. Text is plain and cannot be formatted. || Use In Filter

|-
|"Text" || "Rich Text" || A multi line text field. Text can be formatted (e.g. coloured, underlined). || Use In Filter

|-
|"Tree" || "Single Select - Single Feed" || || Source Data Use source Ticket datasource (lookup only) Use In Filter Columns

|-
|"Tree" || "Single Select - Multi Feed" || || Source Data Use source Ticket datasource (lookup only) Use In Filter Columns

|-
|"Tree" || "Multi Select - Single Feed" || || Source Data Use source Ticket datasource (lookup only) Use In Filter Columns

|-
|"Tree" || "Multi Select - Multi Feed" || || Source Data Use source Ticket datasource (lookup only) Use In Filter Columns

|}
Source Data

Source Data allows to configure the source data available for the custom ''[[glossary|workflow field]]''. These are a set of records which shall be provided to the system. When choosing a source of data for the field it is possible to select it from the list of available ''[[glossary|data sources]]'' or creating a new one. ''[[glossary|Data sources]]'' can be created when editing custom'' [[glossary|workflow fields]]'' or with '''''General/Workflow/Source Data''''' functionality.

''[[glossary|Data sources]]'' can be simple lists or multi level structure. The Type field of the ''[[glossary|data source]]'' allows to choose between "Plain" (simple list) and "Tuple" (multi level data) values. If "Tuple" is selected, the field Levels allows to choose the number of levels of the multi level data structure. The allowed are "1", "2" or "3", corresponding to the levels of the data structure. Once the ''[[glossary|data source]]'' is saved, its ''Records'' tab allows to populate it with its records of information. The behavior depends on the previous selections. If multi level was selected, the system allows to manage a tree structure for the defined number of levels. To add data, point the mouse on the element you want to change and click with the right button of the mouse. The '''Add New''' command will appear enabling to access the management screen. To update a record click on it to show the ''Update Source Data'' screen, as shown in the picture below, from where you can edit the selected records.[[File:Workflow data source configuration.JPG|none|thumb|850x850px|Data sources records management]]
In the previous screen it is also possible to view other configuration available for ''[[glossary|data sources]]'' of Type "Tuple":

{| class="wikitable"
! Field !! Description !! Comment

|-
|Name || This is the content (value) of the ''[[Glossary|data source]]'' record. ||

|-
|Default || This flag defines the default records for the ''[[glossary|data source]]''. ||

|-
|Status || This field defines the status of the ''[[Glossary|data source]]'' record. If set to "Active", the record will be visible. If set to "Inactive" the record will be hidden. ||

|-
|Reset STD tuple to default || TBC. ||

|-
|Solution Group || The ''[[glossary|data source]]'' can be used to drive the predefined'' [[glossary|workflow field]]'' . This means influencing either its value or the list of possible values for it. || In a ''[[glossary|workflow form]]'' there can be one or more ''[[glossary|workflow fields]]'' influencing the value of the Solution Group which is finally updated according to the last one changed.

|}

'''NOTE''': the ''[[glossary|data source]]'' can be used in different custom ''[[glossary|workflow]]''[[glossary| ''fields'']]. If multi level, the name appearing for each level shall be defined in the custom ''[[glossary|workflow field]]''.

Use In Filter

If set, this parameter makes available the custom ''[[glossary|workflow field]]'' in ''[[glossary|filters]]'' and ''[[glossary|views]]''.

=== Data source management ===
TBC