By default, HelpMaster Pro uses the terminology of "Job" for each helpdesk call. This can be changed via the terminology screen (Look under the 'Administration > Terminology' menu), however I've just read an interesting blog post from the IT Skeptic. Here's how it starts..
"Call, contact, request, incident, issue, task, ticket, job - they are all the same thing really. The latest one I heard was the "case". They are all requests of one form or another. The incident is just a request that it be fixed. What is it about ITIL and its fixation with the Incident?..
You can read the rest here. http://www.itskeptic.org/node/408
This is an interesting thought, and it got me thinking about what other HelpMaster Pro users have called their "jobs". In my travels on-site to HelpMaster Pro installations I've personnally seen the following titles for "jobs"
- Jobs
- Calls
- Tickets
- Work Orders
- Incidents
Each has a certain amount of meaning attached that means something to the business involved. The issue gets a little more interesting when you consider how this meaning is complimented by the "Job Type" drop-down code on the "Job" screen.
Finding the right balance in terminology, system codes and their direct (and implied) meaning is an important configuration step in getting HelpMaster Pro to really perform well.
Best regards,
Rod