Terminology

In this chapter, we will explain some of the terminology used throughout the User Manual. We recommend that you read this chapter, even if you are familiar with an older version of the service desk, or new to Pureservice.

Roles

• End user: An end user can only access Selfservice
• Agent: An agent can access both Selfservice and the Agent Console
• Zone administrator:
  A Zone Administrator has many of the same rights as an Administrator, but limited to the individual zone of which they are member of. Zone Administrators has restrictions in the Administrator Console on what they are allowed to configure. The most important limitation is that they will not have access to update the user role on agents or reset passwords. Zone Administrators will only be able to change/update agent team memberships for the individual zone for which they administrate.
  Zone Administrators will not be able to configure the following in the Administrator Console:
  - Asset- Types
  - Security- Api keys
  - General – Features
  - Maintenance – Messages(sending/receiving)
• Administrator: An administrator does not have any access restrictions, and can access both the Agent and Administrator Console, and Selfservice

In some chapters, we talk about users. A user can be an end user, agent or administrator.

Agent Console

In the Agent Console, Agents, Administrators and Zone Administrators can manage tickets, contacts and announcements posted in Selfservice, etc.

Administrator Console

Only administrators and Zone administrators can access the Administrator Console. You can read about the Administrator Console in the Pureservice – User manual for Administrator.

Ticket

A ticket, formerly referred to as an incident in previous versions of Pureservice, is by default either an incident, a problem, or a service request.

Change

A change request is defined as a formal proposal for an adjustment to a product or a system. Pureservice offers a Change module where you can handle these types of requests.

Pureservice Tab (tab)

Pureservice allows to work with tabs within the Agent Console, and can be used for tickets, changes, user profiles, company profiles, assets, announcements and FAQ’s.
Tabs can be pinned, as well as closed in the following ways: Close, Close all tabs or Close all but this tab