As the software has many definitions to be better understood, here is a list of the most widely used terms in Znuny.
- Agent interface
This interface allows agents to communicate with customers.
Entities used by OTRS/Znuny to assign permissions to modules and queues.
A customer is an entity for bundling resources to many customer users.
- Customer interface
This interface allows customers to submit and reply to requests and start processes.
- Customer User
Requester assigned to a ticket. The person receiving support. The owner of an asset. A member of a customer entity.
An object used to represent the service applied to a ticket, in the ITIL sense.
- Service Level Agreement
In the sense of ITIL, and agreed upon time frame for responding to, updating, and solving of specific requests.
A service level agreement.
Used as the short form of a package or add-on which can be installed in the system.