Terms
Within the USU Self-Service Portal, the following terms are fundamental in understanding the function and processes:
Call | In the front end, a user creates a Call ticket type (not an Incident) when creating a new issue using Self-Service Portal. Only later Service Desk classifies the individual calls as Incidents and Service Requests. |
Chatbot | A chatting component which simulates a conversation with end-users and navigates them to the required response, solution or document automatically. |
Dashlet | An element for displaying information and providing actions within a Portal Page. See also Welcome page overview. |
Detailed list | A full list of tasks, tickets or requests. The list may be also referred to as customizable item list (CIL). |
Drawer | A sliding panel hidden in the right part of the frame. There are two drawer types: Detail view drawer and Form drawer. See also Welcome page overview. |
FAQs | Frequently asked questions. Basically a list of questions and answers intended to help customers understand a particular area of interest. |
Incident | An unplanned interruption to a service or reduction in the quality of a service. A ticket subcategory, see Ticket and Call. |
Knowledge Base | A centralized repository of information where you can find already existing answers to your issues. |
Knowledge Center | A central repository of documents which provide you with an easy access to the frequently used solution descriptions. |
Master/Detail View | A specific layout which enables efficient navigation by allowing users to view and manage individual items without leaving the main screen. Usually a dialog box is split into two sections: a Master Pane that lists all items, and a Detail Pane that shows additional information about the item selected in the Master Pane. |
Portal Page | Summary of multiple dashlets in one view. See also Welcome page overview. |
Request | Request or Service Request represents a requirement for delivery of a product or service. It is a central object of USU Shop. A ticket subcategory, see Ticket and Call. |
Search listener | A specific chatbot enhancement. When enabled, it actively monitors the search box for keywords and phrases and automatically initiates a response if relevant information is found in the system. |
Self-help services | This component is able to launch specific self-help actions. For example, adjust a screen resolution, reconnect network drives, delete the browser cache or execute quick repair functions for MS Office applications. |
Ticket | Ticket is the central item in USU Service Management and used to represent Incident / Problem / Change requests. In the Portal context, ticketing is the ability to create either a "full-form" ticket or a quick ticket. |
Ticket AI | AI assistance for ticketing based on USU Service Management . When enabled, this feature helps you efficiently identify existing matches for your ticket, making it easier to determine the root cause of your issue. |
Ticket creation, Ticketing | Ticket is the central item in USU Service Management - IPC Management. A Ticket is used to represent Incident / Problem / Change requests. In the Portal context, it is the ability to create either "full-form" ticket or a quick ticket. |
USU Shop | USU Shop is a self-contained application combining online shopping user experience with the power and flexibility characteristic of the USU approach to business administration software. In the Self-Service Portal context, USU Shop references mean creating or handling service requests. In Self-Service Portal, there are two integrations with Service Shops available:
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