Glossary
Auto-assignment
Configure assignment routing to an individual or a support group so that system automatically assigns records such as problem investigations or change requests to the appropriate individual or support group.
Assignment menu
The fields that include the support groups on a ticket are referred as assignment menus. For example, if you are creating an incident by using the HPD:Help Desk form, the Assigned Group and Owner Group fields include the support groups that are relevant to the companies specified in the company fields. These fields are referred as assignment menus in the documentation.
Customer company
Customers who request support belong to the customer company. For example, Allen raises an Incident Management ticket for Calbro Services. Calbro Services is referred as customer company for this ticket.
-Global-
-Global- is an option available in the company list while creating or modifying a knowledge article, task, or a solution. For example, while creating a knowledge article, if you select -Global- in the company field, the knowledge article is available for all companies.
-Global- is an option available in the company field on the Support Group Assignment Configuration form. If you select this option and define a support group for it, the defined support group is available for all companies for assignment.
Location company
The company associated with a location where the changes requested through a ticket are implemented. For example, Calbro Services is located in New York. Allen raises a ticket for Calbro Services to resume the email server which is located in Paris. Invention Inc is associated with the Paris office of Calbro Services. For this ticket, Invention Inc is the location company.
load balancer
A transparent network device that distributes the traffic from multiple tenants to several tenant s, preventing each from becoming overloaded. Distributing workload among several s leads to performance benefits and cost savings.
cluster
A group of Tomcat servers with the application running on them. The cluster acts as a single system and provides high-availability, failover, and load-balancing capabilities.
multitenancy
The ability of a single instance of an application running on a server to serve multiple customers. Customers, in this case, are called the tenants. In the multitenant environment, each tenant is given the provision to customize the application according to their requirements.
server group
Multiple servers that are connected to each other and operate together; they share and balance the work load. One server in the server group is usually designated as the primary server, which performs administrative activities, and others are designated as secondary servers.
shared service
The consolidation of business operations that are used by multiple parts of the same organization.
tenant
A customer subscribing to the services provided in the SAAS model.