Action Log : A detailed history of a job that includes the times, dates and details of any changes made to that job. Every job has an action log.
Asset : A piece of equipment that has a unique number assigned to it. The asset number is usually stamped or affixed to the equipment and may have been done so by either the original manufacturer or by the organisation. The asset number may be any combination of numbers or letters.
Assign Job Status : A Yes or No indication as to whether a staff member is able to be assigned any jobs.
Assigning Jobs : Assigning, or re-assigning a job is the process of giving, or allocating a job to a certain staff. Once a job has been assigned to someone, that job will appear in their job queue and it becomes their responsibility for further action
Availability Status : A short description of either the whereabouts, or the capacity of a staff member to provide job support. The Availability Status gives meaning to the Assign Job Status. eg. Out of Office, Available after 2.00pm, Gone Fishing etc. (see also Assign Job Status)
Client : Refers to the person that the helpdesk provides a service to. They are the user that is having the problem, and often the person reporting it.
Client ID : A short code that identifies a client. Usually made up from details of a client's surname and firstname. eg. Joe Bloggs = BLOGGSJ
Job Number : A unique number that is allocated to a job when it is logged.
Job Request : The initial call from the client reporting a problem or other difficulty.
Job Status : A short code that is attached to a job that indicates what stage of the job life cycle a job is currently in. eg. Open, Closed, Testing etc.
Job Queue : A list of jobs that are currently assigned to either an individual staff member, or a skill group.
Logon ID : A unique code that identifies a valid user of HelpMaster. Must be entered correctly before logging onto HelpMaster. Every user of HelpMaster has a logon ID.
Log Time : The time that was taken to log a job, starting from when a valid ClientID is specified, to when the job is logged.
Priority Code: A code that is attached to a job that indicates how urgent it is.
Progress Notes : Additional notes that may be added to a job while it is still open. Any text may be entered.
Quick Close : A method of closing a job before it is actually logged and assigned to someone. Used when the problem has been solved as it is reported, or if the problem no longer exists.
Queue Holder : The name of the staff member that the job queue belongs to.
Received By Code : A short description that indicates how the job was reported.
Refresh Rate : The time interval that determines how often a screen containing information will be refreshed or updated. May be changed via the system options.
Skill Group : A group of staff members that share a common expertise or office employment. ie. Network Specialists, Systems Development, Hardware, Software.
Staff Member : A person that is a user of HelpMaster and a possible Job Queue holder. They are the personel that provide support to the clients. A staff member belongs to a Skill Group. (see Skill Group)
System Administrator
: A user of HelpMaster with special
administrative priveledges to create, update or delete system codes and other
information used by HelpMaster.