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
• Administrator: An administrator does not have any access restrictions, and can access both the Agent and Administrator Console, and Selfservice
• Zoneadministrator: A zoneadministrator has many of the same rights as an administrator, but limited to the individual zone of which they are a member of.

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 zoneadministrator can manage tickets, contacts, announcements posted in Selfservice, etc.

Administrator Console

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

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.