A
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ACF is the abbreviation of Activity Control Form. ACFs can be used in workflow activities to force the engineer to fill out certain fields before proceeding.
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Activity item - entry in the history section of a ticket (e.g., comment, e-mail, attachment, time booking entry).
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Microsoft Active Directory - an LDAP-based directory service for Microsoft Windows domain networks.
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Additional customers are customers (companies or contacts) who are interested in the ticket. They are optional and usually have a role indicating the reason why they were added.
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Additional engineers are engineers who have a specific purpose, which depends on your business process. Usually, they have to carry out certain tasks within the process.
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ConSol CM component, graphical application to configure and manage a ConSol CM system. Uses Java Web Start.
B
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Business Intelligence - methods, technologies, and architectures to transform data into useful information for business purposes.
C
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Custom Field Expression Language - Java classes and methods of the ConSol CM API to access data in Custom Fields, Data Object Group Fields and resource fields.
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A standard module of ConSol CM which enables the engineer via ConSol CM Web Client to work with Microsoft Word or OpenOffice documents pre-filled with ConSol CM ticket or customer parameters.
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The ConSol CM module which provides CTI for CM.
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CM.Resource Pool is an optional add-on which allows to store different kinds of objects as resources in ConSol CM.
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CM.Track is the portal of ConSol CM. Customers can access their tickets through CM.Track.
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ConSol CM database - the working database of the CM system.
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ConSol CM Reporting Framework - a JEE application which synchronizes data between the ConSol CM database and the DWH.
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The company is the upper hierarchical level of a two-level customer model. A company can have several contacts.
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The contact is the lower hierarchical level of a two-level customer model. A contact can only belong to one company.
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Computer Telephony Integration - a denomination for any technology that facilitates interaction between a telephone and a computer.
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A field where ticket data can be stored.
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A group of Custom Fields where ticket data can be stored.
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The customer represents the external side of a ticket. It designates the person or object that gave the reason for creating a ticket. A customer can either be a company or a contact.
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Part of the Action Framework. An action which is performed for a customer object, i.e., a contact or company object.
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The customer data model is the definition of the customers. It determines the available data fields and possible relations.
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The customer group determines which customer data model is used for its customers and which actions are available.
D
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A customer (a contact or a company). Formerly Unit.
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A group of fields where data for customers (contacts or companies) can be stored. Similar to Custom Field Group for ticket data.
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A field where data for customers (contacts or companies) can be stored. Similar to Custom Field for ticket data.
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Data Warehouse - A database used for reporting and data analysis. In a standard ConSol CM distribution, a DWH is included and only has to be installed and configured.
E
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Engineers are the users who work on the tickets in the Web Client
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Enterprise Resource Planning - often used for this type of enterprise management software.
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Enterprise Service Bus - a software architecture used for communication between mutually interacting software applications in a service-oriented architecture (SOA).
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Extract Transform Load - extracts data from one source (a database or other source), transforms it, and loads it into a database, e.g., a data warehouse.
F
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Flexible Customer Data Model - the customer data model introduced in ConSol CM in version 6.9. For each customer group, a specific customer data model can be defined.
G
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Graphical User Interface
H
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The history contains all changes which were carried out for the ticket, customer, or resource.
I
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Internet Message Access Protocol - Internet standard protocol to access e-mail on a remote e-mail server. Can be used as plain IMAP or as secure IMAP (IMAPs). In the latter case, proper certificates are required.
J
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Java Enterprise Edition
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Java Message Service - Java EE component used to send messages between JMS clients.
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Java Runtime Environment. Provides a Java Virtual Machine for Clients.
K
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A network authentication protocol based on (Kerberos) tickets which requires a special infrastructure.
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Key Performance Indicator - parameter used for performance measurement for companies, projects, etc.
L
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LDAP is the abbreviation of Lightweight Directory Access Protocol. It is a protocol used to manage login information for several applications.
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LDAP over SSL
M
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Destination to which e-mail messages are delivered. Mailboxes are managed on an e-mail server. ConSol CM can access one or more mailboxes to retrieve e-mails.
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The main customer is the customer who gave the reason for creating the ticket. The main customer is mandatory for a ticket.
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An open source Java-based Enterprise Service Bus (ESB).
N
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New Incoming Mail Handler - module for retrieving incoming e-mails, new in version 6.9.4.
P
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Page Customization Definition Section
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PentahoTM is a business intelligence (BI) suite which is available in open source and as enterprise editions.
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Permissions determine which tickets an engineer can see in the Web Client and which actions he is allowed to perform. Permissions are always granted via roles, i.e., they are not assigned to a single user but to a group of users sharing a common role. Usually these users belong to the same team and/or have similar functions in the company.
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Post Office Protocol - Internet standard protocol to retrieve e-mails from a remote server via TCP/IP. Can be used as plain POP or as secure POP (POPs). In the latter case, proper certificates are required.
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CM.Track - provides customer access to ConSol CM.
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ConSol CM component used to design, develop, and deploy workflows.
Q
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The queue contains thematically related tickets which should be handled in the same way and follow the same business process (workflow). Permissions and other parameters are also defined based on queues.
R
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Relational Database Management System - e.g. Oracle ® , MS SQL Server ® , MySQL.
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Relations are connections between different data objects in ConSol CM. This can be a relation between two objects of the same type, e.g., between tickets, customers, and resources, or a relation between objects of different types, e.g., between a ticket and a resource or a customer and a resource.
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Resources are objects managed in CM.Resource Pool.
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Part of the Action Framework. An action performed for a resource object.
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A field where resource data can be stored.
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A group of fields where data for resources can be stored. Similar to Custom Field Group for ticket data.
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The resource type is the definition of the resources. It determines the available data fields and possible relations and actions.
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Representational State Transfer - conventions for transferring data over HTTP connections.
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Roles are assigned to engineers. They define the engineers' access permissions and views.
S
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Program written for a specific run-time environment that can interpret and automate the execution of tasks. In ConSol CM, scripts are stored in the Admin Tool and are stored as scripts for activities in workflows.
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Part of the Action Framework. An action performed for the result set of a search.
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Simple Message Transfer Protocol - standard protocol for sending e-mails.
T
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Telephony Application Programming Interface - a Microsoft Windows API which provides computer/telephony integration and enables PCs running Microsoft Windows to use telephone services.
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Task Execution Framework - a ConSol CM module which can execute tasks asynchronously. A new feature as of version 6.9.4.
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Templates contain predefined and preformatted text. They can be used for comments, e-mails, and documents.
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The ticket is the request of the customer which the engineer works on. It is the object which runs through the business process defined by the workflow.
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Time bookings allow the engineers to register the time they worked on a ticket or project.
V
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Views limit the tickets which are shown in the ticket list in the ConSol CM Web Client to those tickets matching specific criteria (scopes from one or more workflows). Views are assigned to roles.
W
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The Web Client is the primary access to the system for the engineers.
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The workflow is the implementation of the business process managed in ConSol CM. It contains a series of steps which are carried out by the engineers.