A customer is an organization that does business on a number of locations. For this business they use devices that may be subject to service.

A principal is an organization that has the principal responsibility for the service for (other) customers. In some respects a principal may be a customer themselves.

A project is the arrangement between a customer and a principal in which service is provided to the customer in accordance to agreed service levels, typically laid down in a contract.

A service level defines requirements on the execution of service, that are defined in a project, e.g. within a given duration after incidents are reported or received.

A location is a specific place where a customer performs its business, e.g. a store or an office building.

A section is a distinct place within a location that specifies exactly where an engineer has to provide service and where a number of inventory items can be found.

An inventory item is a physical item in the inventory of a location (section), such as a computer, POS-terminal, printer, network device, etc.

An incident is where a customer indicates that service needs to be provided at a location, e.g. something is broken or something needs to be installed.

A work order is where an engineer goes to a location to provide service to resolve an incident.

A flex field can be configured for items such as incidents and work orders, so that users can add specific details in a structured way.

A history item is added to the history of an incident or a work order (the subject) to add information to the subject, such as comments and pictures.

An engineer is an individual person who can provide service under a work order, either independently or as part of a sub-contractor. An engineer is a user of the system.

A sub-contractor is an organization that provides a number of engineers (users) that can provide service.

A country is a geographic organization of locations and engineers (users) which helps in assigning the right engineer to provide service at a location.

A language is a way to organize location and engineers (users) which helps in assigning the right engineer to provide service at a location.

A scope is a logical organization of locations and engineers (users), such as by technical specialties, geographical location, etc. Scopes help in assigning the right engineer to provide service at a location.

A manager is an individual person who manages the assignment of work orders to engineers and makes sure that incidents are properly resolved. A manager is a user of the system.

A user is a real person that interacts with the system, e.g. engineers and managers. Also see: Role.

A role is is what allows a user to behave as e.g. an engineer or a manager.

An audit log is a snapshot in time of an item (such as an incident or a work order) for auditing purposes.

A report is a collection of information that can be extracted from the system.