Glossary

As the software has many definitions to be better understood, here is a list of the most widely used terms in Znuny.

Groups

Entities used by OTRS/Znuny to assign permissions to modules and queues.

Customer

A customer is an entity for bundling resources to many customer users.

Customer User

Requester assigned to a ticket. The person receiving support. The owner of an asset. A member of a customer entity.

Agent interface

This interface allows agents to communicate with customers.

Customer interface

This interface allows customers to submit and reply to requests and start processes.

OPM

Used as the short form of a package or add-on which can be installed in the system.