Glossary

Brief definitions of terms and concepts used in the R-Service system. Use a browser search on the page to quickly find the desired definition.

(Head)Space Administrator (Account Administrator / Directory Administrator) is the role assigned to the person responsible for maintaining the headspace (Directory account - DA).

Configuration Management Database (CMDB - Configuration Management Database)
This is not just a list of equipment. It is a centralized dynamic repository that stores information and links together hardware, software, and services.
Configuration items (CI) are based on products (this allows you to automatically fill in information in common fields), they are associated with contracts, invoices, service components, support teams, and other records. All this provides clear connections (parent, child, logical), which are clearly displayed in the Service Navigator.
Thus, the configuration management database is a logical model of IT infrastructure and services, which is a structured database of configuration items (CI) and the relationships between them. This approach makes it possible to effectively manage services and service level agreements (SLAs), and monitor the impact of incidents on services.

Knowledge Base (Knowledge Article)
Contains many articles with useful information. Opens from the Records Console. The knowledge base and knowledge base articles are indicated by the owl icon.

Service Hierarchy Browser (SHB – Service Hierarchy Browser)
The menu displayed on the right when viewing and editing requests. It has a structured hierarchy of services: it displays service components, open problems, known errors, etc. In fact, it navigates the hierarchy within different services.

Reservation is a type of record describing a reservation created for a specific configuration item (CI) (for which person the reservation is being made, for how long, etc.). The term is different from Reservation offering. The Reservation view can be opened from the Records Console.

Backup
A backup copy of data that is created separately from the original (on a separate medium or in the cloud) in case it needs to be restored due to damage, deletion, malfunction, or loss of the original medium.

Backlog
A prioritized list of outstanding assignments awaiting implementation to improve services.
The backlog view can be opened from the Records Console.

Webhook
A mechanism for interaction between web services that allows you to automatically send data in real time when a certain event occurs.

Time Allocation
Records that allow individuals to report on the time they spent on activities other than completing assignments.

Reaction time (Response target)
A value indicating when to respond to the request.

Solution time (Resolution target)
A value indicating when to end the request.

Headspace (DA – Directory Account)
Often, when an organization connects to the R-Service system, it creates a structure of spaces – the head space and its support domains. Only basic records are usually stored in the headspace: individuals, organizations, and sites. The head office also contains a single self-service Portal from which you can send a request to any department (support domain).

Deadline
A deadline is a fixed point in time by which you need to complete a job, task, or project.

Designer of the (head) space (Account Designer / Directory Designer)
The role assigned to the person managing the design elements of the (head) space.

A relationship of trust (Trust, Account Trusts, Space Trusts)
Connections established between spaces so that individuals from different support domains can interact with each other or so that different organizations can work together in the R-Service system.
Trusting relationships are established in The Settings Console. Accordingly, Trusted accounts are spaces that have established a trust relationship with each other.

Support Domain (SDA – Support Domain Account)
Or the "support domain space". Often, when an organization connects to the R-Service system, it creates a structure of spaces – the head space and support domains. The support domain is an element of this hierarchy. Usually, individual divisions or departments of an organization become support domains.

Task
One of the destination options. The view of all tasks can be opened from the Records Console. Tasks are also included in the Inbox if they are assigned to a person or their team. Tasks don't happen by themselves–they're usually part of a workflow or project.

Record
Any single unit (entity) within the system (configuration item, request, workflow task, etc.). Sometimes the term is used with clarification – for example, a record of a configuration unit, a record of a request, etc. In fact, records are any entities of the system expressed in the form of a specific form with information in the fields.

Request
A record that is registered to support the user or for system management methods that require performing an action. A new request record can be used to log all types of requests. Sometimes colloquially it sounds like a "ticket".
Requests can be recorded as incidents (deterioration or unavailability of the service), requests for changes (RFCs), requests for information (RFIs), complaints, compliments, etc.
A view of all queries can be opened from the Records Console.

Request For Information (RFI - Request For Information)
The request category that allows you to get the necessary information.

Request for Change (RFC - Request for Change)
The category of the request that initiates making the change.

Requested for
The person for whom the request was initiated and executed. The person "Requested for" does not necessarily match the initiator person.

Invoice
The type of record that allows you to track your actual expenses. The presentation of invoices is available in Records Console.

Initiator (Requester)
The person who initiated the request.

Incident
An incident is one of the categories of requests. This is a failure that affects the operation or functionality of the service (or system). Incidents can also be significant – these are the requests with the highest impact. In turn, the highest impact is when the service (functionality) is unavailable to several users.

Configuration Item – CI
Hardware, firmware, and software components configured to work together to provide a service.
The configuration items view opens from the Records Console.

Team
A group of people working together to provide support for one or more services and/or configuration items.

Comment (Note)
A communication tool within the system in certain records. The comment fields support basic text formatting and the feature of mentioning people.

Service Component (Service Instance) (Service Instance – SI)
In the system, this term is used as a "service component", but sometimes the term "service instance" is found in the documentation (including online help). It's the same thing. A service instance (component) is an environment that makes the functionality of a service available. There may be several such environments that provide essentially the same functionality, but for different purposes and/or for different users.
The service component view can be opened from the Records Console.

End User
The default role assigned to a person for using the Self-Service Portal.

Console
The icons of each console are located on the left side of the open system window in the specialist's interface (on the side toolbar). There are 5 consoles available in total: Inbox, Service Desk, Records, Analytics, Settings.

Inbox Console – My Inbox
The first icon at the top in the left part of the open system window (on the sidebar) opens the Inbox view. This is a list of all requests, tasks, and problems assigned to a person or team (for the team, the My Team's Inbox view is also located in this console).

Service Desk (Service Desk console)
The second icon (with headphones) at the top of the left side of the open system window (on the side toolbar) opens the Service Desk console, through which you can submit requests from the specialist interface.

Records Console
The third icon (with two leaves) at the top of the left side of the open system window (on the side toolbar) opens a menu with the available types of system records (tasks, requests, knowledge articles, problems, etc.). From this menu, you can open a view of a specific type of records.

Analytics console
The fourth icon (with a pie chart) at the top left of the open system window (on the sidebar) provides information about various statistical data of the system.

Settings console
The fifth icon at the top left of the open system window (on the sidebar) provides information about various system settings and allows you to change them.

Person and People
A specific person in the system. There is also the term "person record" – this is a record that displays information about this person (full name, contact details, roles, etc.).
The face records view opens from the Records Console.

Media Library
Contains all the media files of the space. Available from the Settings Console.

Action Menu
The "gears" icon on the upper toolbar. Opens a menu with available actions for the selected entry or for the selected view.

Service Navigator
Graphical representation of dependencies between services and relationships between configuration items. Available from the Analytics Console or from the Actions menu (for certain record types).

Assignment
Entries in the system that require specific work on the part of a person or team and that can be assigned to a specific person or team. For example, assignments include: requests (of all types), workflow tasks, and project tasks.

Feedback
It is provided, for example, for the knowledge article or for the result of the request execution – how satisfied the initiator of the request is with how the request was executed. It can be positive and negative.

Workaround
A temporary solution used to eliminate incidents caused by the problem until the structural solution is implemented.

Online Help (Help)
Located at https://help.r-service.tech/help/home/
Description of the main functionality of the R-Service system, its records, sections, consoles, fields, etc.

Alert (Broadcast)
A type of recording that allows you to transmit information relevant to a certain group of people in the form of a constantly broadcast message for a specified period of time.
Alerts are available in The Settings Console.

Survey
A tool for evaluating a service by users.
Surveys are available in The Settings Console.

Organization
A record that allows you to register both an external organization (suppliers, service providers (MSPs), external customers, etc.) and an internal organization (for example, structural divisions, business departments, departments, etc.).
Organization records are available in Recording Consoles.

Toolbar
There is one on the left side of the screen (side) and one on top (top). Console icons are located on the side, and various icons related to actions regarding recordings or the presentation of recordings are located on the top. There are also common icons on the top toolbar: Notification Center, work hours spent today, etc.

Dashboard
The interface for visualizing key indicators (KPIs). The monitoring panels are located in Analytics Consoles in the section with the same name. The dashboard is created using any report from the corresponding section of reports Analytics Consoles.

First Line or First Line Team
Typically, a team that is responsible for providing a single point of contact where end users can request support for the services they use. This is usually a Service Desk command. In fact, this is the command that first accepts the request from the user and passes it on or executes it independently.
The first line team is specified in the First Line Support Agreement (FLSA).

Space Switcher (Account Switcher)
A button in the lower-left part of the screen (at the bottom of the view) that allows you to move from one space to another without having to log in or log out.

Personal Token (Personal Access Token)
A temporary and secure authentication method for accessing personal resources and services through the system's API.

Field
A string with certain information in any record.

Custom Collection
A tool for creating and managing a set of records in the R-Service system in cases where none of the standard record types are suitable for this set.

Custom View
Customized record display interface, adapted to the specific requirements of the person.

Self-service Portal (Self Service)
An interface not only for specialists, but also for end users, through which you can submit requests. It has some more functionality, quite wide.

Automation Rules
Customized "scenarios" with the "if, then" principle, which allow you to automate the execution of actions with various system records.

Reservation Offering
A type of record that provides information about the possibility of reservation a specific configuration item (CI) and the conditions of such reservation. The presentation of reservation offering can be opened from the Records Console.

Service Offering
The service offering describes the level of service that a customer can receive when using a particular service.
The presentation of service offering can be opened from the Records Console.

View (Presentation)
The part of the window containing the list of records of a certain type. For example: requests view, workflow task representation.

OAuth Application
Any application that uses the OAuth protocol.

Problem
The cause of one or more incidents.

Provisioning Client
An access client that is a source of reliable information containing user identification data.

Downtime
Forced unavailability of the service due to malfunctions, failures, or other problems.

Space (Account)
In fact, the account of a specific organization or its division. But the term "space" is broader and includes all records of the organization, its persons, their work and all their interactions. This is an area, an environment (actually, a space, that's why it's called that), where records, connections, relationships, settings, etc. are contained. This is the main work area of the organization.

Skill Pool
People with certain abilities. Unlike teams, participants in the skill pool do not necessarily have to have a specialist role.

Workflow
One of the system's record types. It is usually divided into several tasks assigned to a team or individual.
You can open the workflow view from the Records Console.

Release
The type of record that allows you to manage a group of workflows.
The release view opens from the Records Console.

User Interface Extension (UI Extension)
A mechanism that allows you to add additional sections and fields required by a specific organization to different types of records.
You can open the UI extensions view from the Settings Console.

Rich Text
A visual editor that allows you to design text content with basic formatting and content inserts. Bold, italics, underscores and strikeouts, headings and paragraphs, lists, insertion of images, videos, tables and spoilers, etc. are usually available.

Role
Additional access rights and rights to certain actions. Assigned to one person or another.
There are many roles in the R-Service system: from the administrator of the space to the end user. The roles of the person are indicated in his record.

Service Desk
A single point of contact between the service provider (IT department, external support) and users/clients. It is a tool for automating the registration, processing, and management of requests from various individuals. It is mainly used in the context of the Service Desk console, the Service Desk analyst role, and the Service Desk command.

Script
A small program, a sequence of instructions, or a set of commands written in a programming language that automatically performs a specific task.

Snapshot
A "snapshot" technology that allows you to capture the state of a data or system at a certain point in time, so that you can quickly return to that state if necessary.

Approval
The system contains "matching tasks". These are tasks that require approval from specific specified persons – the so-called "approving persons" or simply "approving persons" (Approvals). In fact, coordination is one of the categories of tasks.

First Line Support Agreement (FLSA)
The First Line of Support Agreement (FLSA) defines which team is responsible for providing a single point of contact where end users can contact to support the services they use. The First Line of Support Agreement (FLSA) also specifies the hours at which you can contact this team to receive support.
The First Line of Support Agreements (FLSA) view can be accessed from the Records Console.

Service Level Agreement (SLA)
An agreement between the service provider and the customer for the provision of a specific service.
The Service Level Agreements (SLAs) view opens from the Records Console. There are also Affected Service Level Agreements (SLAs) (Affected SLAs), which are records that are automatically added to a query each time a query needs to be included in a service level management report.

Watchlist
A mechanism that allows you to track various requests, problems, releases, workflows, workflow tasks, projects, or project tasks. You can add the selected entry to the watch list by using the corresponding icon on the upper toolbar.
To view the existing watchlist, go to Inbox Console and switch the view to WatchList. You can also open the watch list from the Notification Center.

Standard Space (Standard Account)
A space that represents an ordinary organizational unit – a department, a legal entity, or a division. It is used for work, requests, approvals, etc. – everything that the R-Service system offers. The main difference: it does not have a hierarchical structure in the form of a headspace and support domains.

Status
The status of a specific record within its lifecycle. The possible statuses for each record type can be found in the Online Help for a specific record type.

Service Level Agreement (SLA) Notification Schemes (SLA Notification Schemes)
An automated mechanism that warns of approaching violations or the likelihood of violations of the target time for resolving incidents and requests.

Timesheet
The mechanism of fixing people's working hours.

Subject
A brief description of a specific record. A broader concept than just a "name".

Token
See Personal Token.

Trigger
An action, factor, or cause that provokes a subsequent event.

Service Level
The level at which the service is provided by the supplier. The description of the service level is reflected in the Service Level Agreement (SLA).

Effort
A quantitative measure of the time and resources spent on completing an assignment. In the R-Service system, there are also effort classes (Effort Class) – they are used to add an additional classification to the time records that affect the calculation of the cost of time spent.

Service
What the organization provides to customers. The term "service record" is also used.
The view of all services (service records) can be opened from the Records Console.

Site (Branch)
A record that allows you to register specific buildings, facilities where the organization's employees, long-term contractors, and the organization's configuration items are located.

Fulfillment
A range of logistics services for the full execution of an order from the moment of its execution to the receipt of the goods.

Notification Center
The bell icon is on the upper toolbar in the right part (next to the "avatar"). It contains notifications about events for the logged-in person (mentions of this person in the comments, registration and completion of requests for him, etc.). You can also open the WatchList from the Notification Center.

Support hours
The period during which you can contact the team for support.

Template
A pre-configured form for a specific record (request, task, workflow, etc.) used to standardize work.

Custom Collection Element
Special records that cannot be registered using the standard record types available in the R-Service system. Each item in a custom collection belongs to a single custom collection.

Active Directory
Microsoft Directory Services for Windows server networks that centrally manage users, computers, printers, and other resources on a corporate network.

Agile
A philosophy and family of project and workflow management methodologies in which work is divided into short iterations, and the team quickly adapts to changes and regularly delivers a working result to the customer.

Agile Board
A visual methodology tool that helps teams plan, monitor, and organize their workflow (Agile). It displays tasks in the form of "cards" (assignments) on a conditional "board" with columns representing the stages of work.

API (Application Programming Interface)
It is a set of rules, protocols, and tools that allow one computer program to interact with another by exchanging data and functions.

CMDB (Configuration Management Database)
See Configuration Management Database.

CSS (Cascading Style Sheets)
The language for describing the appearance of web pages and HTML documents.

CSS injection
Adding or connecting your own CSS rules on top of standard interface styles to change the appearance of pages without editing the source template or product code.

CSV (Comma‑Separated Values)
A simple text format for storing tabular data, where each line of the file represents one record, and the fields in the line are separated by a separator character (usually a comma or semicolon).

GraphQL API
An open source query language and server environment for the API. It allows the client to describe very precisely which data it needs, and the server only gives this data.

HTML (HyperText Markup Language)
The main language in which web pages are written and from which the structure of the site that the browser sees is assembled.

IP address (Internet Protocol address)
The unique identifier of a device in a computer network is a network address indicating where the device is located on the network.

JavaScript
A programming language used mainly to interactivity web pages and to work with their contents in the browser.

JSON (JavaScript Object Notation)
A text format for storing and transmitting structured data based on, but independent of, the JavaScript syntax.

JWT (JSON Web Token)
An open standard for creating compact encrypted tokens that contain data about an authorized user or session in JSON format.

Kanban
Agile is a visual workflow management technique in which each task goes through a clear sequence of steps.

MAC address (Media Access Control address)
The unique identifier of the network interface assigned to each device connected to the network is the hardware (physical) identifier of the device - "who" it is.

NFC (Near Field Communication)
Wireless data transmission technology over very short distances, usually up to 10 cm.

OAuth (Open Authorization)
An open authorization protocol that allows one application or service to gain limited access to user data on another service without giving them a username and password.

PDF (Portable Document Format)
A universal electronic file format that preserves the exact design of a document (text, fonts, images, layout) regardless of the computer, operating system, or program where it is opened.

PNG (Portable Network Graphics)
A raster format for graphic files that uses lossless compression and is often used in web design.

QR code (Quick Response code)
A two-dimensional barcode containing encrypted information (links, text, contacts) that can be read by a smartphone camera or scanner. This is usually a black-and-white or colored pattern of squares.

REST API (Representational State Transfer)
An architectural style that defines the rules for data exchange between the client and the server.

SCIM (System for Cross‑domain Identity Management)
An identification management system between domains. An open standard protocol designed to automate the management of user accounts between systems.

Scrum
A type of record that allows a team to work according to the methodology of organizing a joint workflow by small teams of specialists of various profiles (Scrum).

URI (Uniform Resource Identifier)
A string of characters that uniquely designates a resource on the network or system.

URL (Uniform Resource Locator)
The address of the Internet resource that the browser uses to find and open the desired page, file, or service.