Difference between revisions of "RTGlossary"

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This glossary covers RT terms, both the ones you'll find in version 3 and greater. You can find list of outdated terms from earlier versions at the bottom of the page. Outdated terms won't have definitions, but you'll be referred to the current term. Italics indicate a word that is defined elsewhere in the glossary. Terms in the left column may have a link to other page on this wiki with more info about the term.
+
This glossary covers RT terms found in version 3 and greater. Outdated terms won't have definitions, but you'll be referred to the current term. Underlined words are defined elsewhere in the glossary. Terms may have links to other pages in this wiki with more info about the term.
  
Some of these definitions are a bit circular - this is intentional, so you can see how concepts in RT relate to each other, but may be confusing for beginners. If you are new to RT, please read the [[ManualIntroduction]] to understand RT's basic concepts and terminology.
+
Some of these definitions are a bit circular; this is intentional, so you can see how concepts in RT relate to each other, but may be confusing for beginners. If you are new to RT, please read the [[ManualIntroduction]] to understand RT's basic concepts and terminology.
  
 
Feel free to add terms even without descriptions, maybe then somebody else will add a description, but surely adding a term with a description is much better :).
 
Feel free to add terms even without descriptions, maybe then somebody else will add a description, but surely adding a term with a description is much better :).
  
 
= A =
 
= A =
 
+
*'''ACE''' Access Control Entry; an entry in an <u>ACL</u>; see also <u>rights</u>.
 
* '''ACL''' Access Control List; a scheme that supports and keeps track of <u>rights</u>.
 
* '''ACL''' Access Control List; a scheme that supports and keeps track of <u>rights</u>.
* '''ACE''' Access Control Entry; entry in <u>ACL</u>; see also <u>rights</u>.
 
 
* '''action''' see <u>scrip action</u>, the preferred term. (See also [[ScripAction]].)
 
* '''action''' see <u>scrip action</u>, the preferred term. (See also [[ScripAction]].)
* '''Admin CC''' a <u>Cc</u> that also by default gets copies of <u>comments</u> and generally are allowed to work on the <u>ticket</u>.
+
* '''AdminCc''' a <u>Cc</u> that also by default gets copies of <u>comments</u> and generally is allowed to work on the <u>ticket</u>.
 +
* '''autoreply'''
  
 
= C =
 
= C =
  
* '''category''' class or division to which is referred the type of template, ticket or action (scrip)
+
* '''category''' class or division to which is referred the type of template, ticket or action (scrip).
* '''custom action''' see <u>scrip action</u>, the preferred term. (See also [[ScripAction]].)
 
* '''custom condition''' see <u>scrip condition</u>, the preferred term. (See also [[ScripCondition]].)
 
 
* '''Cc''' someone who should get copies of any <u>replies</u> that go to the <u>requestor</u>.
 
* '''Cc''' someone who should get copies of any <u>replies</u> that go to the <u>requestor</u>.
 
* '''child''' <u>relationship</u> indicating a smaller, narrower subproject of a larger, broader project (the <u>parent</u>.)
 
* '''child''' <u>relationship</u> indicating a smaller, narrower subproject of a larger, broader project (the <u>parent</u>.)
Line 22: Line 20:
 
* '''condition''' see <u>scrip condition</u>, the preferred term. (See also [[ScripCondition]].)
 
* '''condition''' see <u>scrip condition</u>, the preferred term. (See also [[ScripCondition]].)
 
* '''correspondence''' synonym for <u>reply</u>.
 
* '''correspondence''' synonym for <u>reply</u>.
 +
* '''custom action''' see <u>scrip action</u>, the preferred term. (See also [[ScripAction]].)
 +
* '''custom condition''' see <u>scrip condition</u>, the preferred term. (See also [[ScripCondition]].)
 
* '''custom field''' database fields that can be customized to each organization's needs.
 
* '''custom field''' database fields that can be customized to each organization's needs.
  
 
= D =
 
= D =
  
 +
* dead (outdated term; see <u>deleted</u>.)
 
* '''deleted''' <u>status</u> indicating that a <u>ticket</u> should not have been in the system and is being removed.
 
* '''deleted''' <u>status</u> indicating that a <u>ticket</u> should not have been in the system and is being removed.
 
* '''depended on by''' <u>relationship</u> indicating that this ticket must be resolved before another <u>ticket</u> can be <u>resolved</u>.
 
* '''depended on by''' <u>relationship</u> indicating that this ticket must be resolved before another <u>ticket</u> can be <u>resolved</u>.
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* '''history''' a permanent record of what has happened to the <u>ticket</u> since (and including) its creation.
 
* '''history''' a permanent record of what has happened to the <u>ticket</u> since (and including) its creation.
 +
 +
= I =
 +
 +
* interested party (outdated term; see <u>watcher</u>.)
 +
 +
= K =
 +
 +
* keyword (outdated term; see <u>custom field</u>.)
  
 
= L =
 
= L =
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= M =
 
= M =
 
+
* '''member''' a <u>user</u> or <u>subgroup</u> that is part of a <u>group</u>.
 
* '''merge''' to combine one <u>ticket</u> with another <u>ticket</u>.
 
* '''merge''' to combine one <u>ticket</u> with another <u>ticket</u>.
* '''member''' a <u>user</u> or <u>subgroup</u> that is part of a <u>group</u>.
 
  
 
= N =
 
= N =
 
 
* '''new''' <u>status</u> indicating that a <u>ticket</u> has just been created and has not been touched yet.
 
* '''new''' <u>status</u> indicating that a <u>ticket</u> has just been created and has not been touched yet.
 +
* non-staff user (outdated term; see <u>unprivileged user</u>.)
  
 
= O =
 
= O =
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= P =
 
= P =
 
 
* '''parent''' <u>relationship</u> indicating a large umbrella project containing subprojects (<u>children</u>).
 
* '''parent''' <u>relationship</u> indicating a large umbrella project containing subprojects (<u>children</u>).
 
* '''people''' a ticket's <u>watchers</u> and <u>owner</u>.
 
* '''people''' a ticket's <u>watchers</u> and <u>owner</u>.
* '''personal group''' a group set up by a staff user for a purpose like delegating rights to it.
+
* permission (outdated term; see <u>rights</u>.)
* '''Priority''' how important a ticket is, represented as numerical scale from 0-99, with 99 being the highest priority. See also <u>final priority</u>.
+
* '''personal group''' a group set up by a staff user for a purpose like delegating <u>rights</u> to it.
* '''privileged user''' a user who can be granted rights. See also <u>unprivileged user</u>.
+
* '''priority''' how important a ticket is, represented as numerical scale from 0-99, with 99 being the highest priority. See also <u>final priority</u>.
 +
* privilege (outdated term; see <u>right</u>s.)
 +
* '''privileged user''' a user who can be granted <u>rights</u>. See also <u>unprivileged user</u>.
 +
* pseudogroup (outdated term; see <u>system group</u>.)
  
 
= Q =
 
= Q =
  
* '''Queue''' the central administrative domain of RT. A line of tickets waiting to be worked on, but it's also, to some extent, a ticket's category.
+
* '''queue''' the central administrative domain of RT. A line of tickets waiting to be worked on, but it's also, to some extent, a ticket's category.
  
 
= R =
 
= R =
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* '''rejected''' <u>status</u> indicating that the <u>ticket</u> will not ever be <u>resolved</u> but will remain recorded in the system.
 
* '''rejected''' <u>status</u> indicating that the <u>ticket</u> will not ever be <u>resolved</u> but will remain recorded in the system.
 
* '''relationship''' one ticket's connection to another; either a loose association or a dependency. See also <u>depends on</u>, <u>depended on by</u>, <u>refers to</u>, <u>referred to by</u>, <u>parent</u>, and <u>child</u>.
 
* '''relationship''' one ticket's connection to another; either a loose association or a dependency. See also <u>depends on</u>, <u>depended on by</u>, <u>refers to</u>, <u>referred to by</u>, <u>parent</u>, and <u>child</u>.
* '''reply''' a public remark that a requestor can see. A synonym for <u>Correspondence</u>.
+
* '''reply''' a public remark that a requestor can see. A synonym for <u>correspondence</u>.
 
* '''request''' see <u>ticket</u>, the preferred term.
 
* '''request''' see <u>ticket</u>, the preferred term.
* '''Requestor''' the person who asked for something to get done; the ticket's reason for being.
+
* '''requestor''' the person who asked for something to get done; the ticket's reason for being.
 
* '''resolved''' <u>status</u> indicating that work on a <u>ticket</u> has been completed.
 
* '''resolved''' <u>status</u> indicating that work on a <u>ticket</u> has been completed.
 
* '''REST'''
 
* '''REST'''
* '''Rights''' ability given to a <u>user</u> or <u>group</u> to do something in RT. Rights can be granted by <u>queue</u> or for the entire system. Rights can be given to <u>groups</u>, <u>roles</u>, or individual <u>users</u>.
+
* '''rights''' ability given to a <u>user</u> or <u>group</u> to do something in RT. Rights can be granted by <u>queue</u> or for the entire system. Rights can be given to <u>groups</u>, <u>roles</u>, or individual <u>users</u>.
* '''role''' type of <u>watcher</u>, such as <u>owner</u>, <u>requestor</u>, <u>Cc</u>, and _AdminCC_.
+
* '''role''' type of <u>watcher</u>, such as <u>owner</u>, <u>requestor</u>, <u>Cc</u>, and <u>AdminCc</u>.
  
 
= S =
 
= S =
 +
* '''scrip''' a custom notification that will automatically take a certain <u>scrip action</u> in response to a certain <u>scrip condition</u>, often using a <u>template</u>.
 +
* '''scrip action''' something a <u>scrip</u> does in response to a <u>scrip condition</u>. (See also [[ScripAction]].)
 +
* '''scrip condition''' something that has to happen to activate a <u>scrip</u>, like a <u>ticket</u> being created or a <u>comment</u> being made. (See also [[ScripCondition]].)
 +
* '''self service''' (See also [[SelfService]].)
 +
* staff user (outdated term; see <u>privileged user</u>.)
  
* '''self service''' (See also [[SelfService]].)
 
* '''Scrip scrip''' a custom notification that will automatically take a certain <u>scrip action</u> in response to a certain <u>scrip condition</u>, often using a <u>template</u>.
 
* '''scrip action''' something a <u>scrip</u> does in response to a <u>scrip condition</u>. (See also [[ScripAction]] .)
 
* '''scrip condition''' something that has to happen to activate a <u>scrip</u>, like a <u>ticket</u> being created or a <u>comment</u> being made. (See also [[ScripCondition]].)
 
 
* '''stalled''' <u>status</u> indicating that a <u>ticket</u> cannot be worked on for now, but will <u>open</u> again when someone adds a <u>comment</u> or <u>reply</u>.
 
* '''stalled''' <u>status</u> indicating that a <u>ticket</u> cannot be worked on for now, but will <u>open</u> again when someone adds a <u>comment</u> or <u>reply</u>.
 
* '''status''' classification that shows a <u>ticket's</u> progress through the system. See also <u>new</u>, <u>open</u>, <u>stalled</u>, <u>resolved</u>, <u>rejected</u> and <u>deleted</u>.
 
* '''status''' classification that shows a <u>ticket's</u> progress through the system. See also <u>new</u>, <u>open</u>, <u>stalled</u>, <u>resolved</u>, <u>rejected</u> and <u>deleted</u>.
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= T =
 
= T =
  
* '''Template template''' essentially an email form letter that goes along with a <u>scrip action</u> in a <u>scrip</u>.
+
* '''template''' essentially an email form letter that goes along with a <u>scrip action</u> in a <u>scrip</u>.
* '''Ticket ticket''' the central object in RT, the thing that needs to get done. Tickets have metadata attached to them such as <u>owner</u>, <u>status</u>, <u>queue</u>, etc.
+
* '''ticket''' the central object in RT, the thing that needs to get done. Tickets have metadata attached to them such as <u>owner</u>, <u>status</u>, <u>queue</u>, etc.
 +
* [[TicketSQL]]
 
* '''ticket stub''' email message received by a <u>requestor</u> to confirm that his request has been received and a <u>ticket</u> <u>created</u>. See also <u>autoreply</u>
 
* '''ticket stub''' email message received by a <u>requestor</u> to confirm that his request has been received and a <u>ticket</u> <u>created</u>. See also <u>autoreply</u>
 
* '''transaction''' (definition needed)
 
* '''transaction''' (definition needed)
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= U =
 
= U =
  
* '''Unprivileged unprivileged user''' a user who usually has no rights to do things in RT; often a <u>requestor</u> whose account was automatically created when the <u>ticket</u> was sent; see also <u>privileged</u>.
+
* '''unprivileged user''' a user who usually has no <u>rights</u> to do things in RT; often a <u>requestor</u> whose account was automatically created when the <u>ticket</u> was sent; see also <u>privileged user</u>.
 
* '''updates''' see <u>comment</u> and <u>reply</u>, the more specific terms for updates.
 
* '''updates''' see <u>comment</u> and <u>reply</u>, the more specific terms for updates.
* '''user''' anyone who interacts with RT in any way. See staff and non-staff.
+
* '''user''' anyone who interacts with RT in any way. See <u>privileged user</u> and <u>unprivileged user</u>.
  
 
= W =
 
= W =
  
* '''Watcher''' someone who is interested in a <u>ticket</u>. Normally the watchers get emails whenever the ticket is changed. See also <u>owner</u>, <u>requestor</u>, <u>Cc</u> and _AdminCc_.
+
* '''watcher''' someone who is interested in a <u>ticket</u>. Normally the watchers get emails whenever the ticket is changed. See also <u>owner</u>, <u>requestor</u>, <u>Cc</u> and <u>AdminCc</u>.
 
+
[[Category:RT User Manual]]
= Outdated terms =
 
 
 
* '''dead''' see <u>deleted</u>.
 
* '''interested party''' see <u>watcher</u>.
 
* '''keyword''' see <u>custom field</u>.
 
* '''non-staff user''' see <u>unprivileged user</u>.
 
* '''permission''' see <u>right</u>.
 
* '''privilege''' see <u>right</u>.
 
* '''pseudogroup''' see <u>system group</u>.
 
* '''staff user''' see <u>privileged user</u>.
 

Latest revision as of 15:24, 6 April 2016

This glossary covers RT terms found in version 3 and greater. Outdated terms won't have definitions, but you'll be referred to the current term. Underlined words are defined elsewhere in the glossary. Terms may have links to other pages in this wiki with more info about the term.

Some of these definitions are a bit circular; this is intentional, so you can see how concepts in RT relate to each other, but may be confusing for beginners. If you are new to RT, please read the ManualIntroduction to understand RT's basic concepts and terminology.

Feel free to add terms even without descriptions, maybe then somebody else will add a description, but surely adding a term with a description is much better :).

A

  • ACE Access Control Entry; an entry in an ACL; see also rights.
  • ACL Access Control List; a scheme that supports and keeps track of rights.
  • action see scrip action, the preferred term. (See also ScripAction.)
  • AdminCc a Cc that also by default gets copies of comments and generally is allowed to work on the ticket.
  • autoreply

C

  • category class or division to which is referred the type of template, ticket or action (scrip).
  • Cc someone who should get copies of any replies that go to the requestor.
  • child relationship indicating a smaller, narrower subproject of a larger, broader project (the parent.)
  • comment a private note for staff not visible to the requestor by default.
  • condition see scrip condition, the preferred term. (See also ScripCondition.)
  • correspondence synonym for reply.
  • custom action see scrip action, the preferred term. (See also ScripAction.)
  • custom condition see scrip condition, the preferred term. (See also ScripCondition.)
  • custom field database fields that can be customized to each organization's needs.

D

  • dead (outdated term; see deleted.)
  • deleted status indicating that a ticket should not have been in the system and is being removed.
  • depended on by relationship indicating that this ticket must be resolved before another ticket can be resolved.
  • depends on relationship indicating that this ticket can't be resolved unless another ticket is resolved first.
  • due date the date by which the ticket should be resolved. See also final priority.

F

  • final priority the priority a ticket moves towards as it approaches its DueDate.

G

  • global across the entire system.
  • group a set of related users; useful when assigning rights.

H

  • history a permanent record of what has happened to the ticket since (and including) its creation.

I

  • interested party (outdated term; see watcher.)

K

  • keyword (outdated term; see custom field.)

L

  • link synonym for relationship.

M

  • member a user or subgroup that is part of a group.
  • merge to combine one ticket with another ticket.

N

  • new status indicating that a ticket has just been created and has not been touched yet.
  • non-staff user (outdated term; see unprivileged user.)

O

  • open status indicating that a ticket is getting worked on.
  • owner the person responsible for a ticket and its resolution.

P

  • parent relationship indicating a large umbrella project containing subprojects (children).
  • people a ticket's watchers and owner.
  • permission (outdated term; see rights.)
  • personal group a group set up by a staff user for a purpose like delegating rights to it.
  • priority how important a ticket is, represented as numerical scale from 0-99, with 99 being the highest priority. See also final priority.
  • privilege (outdated term; see rights.)
  • privileged user a user who can be granted rights. See also unprivileged user.
  • pseudogroup (outdated term; see system group.)

Q

  • queue the central administrative domain of RT. A line of tickets waiting to be worked on, but it's also, to some extent, a ticket's category.

R

  • referred to by relationship indicating that this ticket is relevant to another ticket; watchers of the second ticket should consult the ticket for context.
  • refers to relationship indicating that another ticket is relevant to this one; watchers should consult the second ticket for context.
  • rejected status indicating that the ticket will not ever be resolved but will remain recorded in the system.
  • relationship one ticket's connection to another; either a loose association or a dependency. See also depends on, depended on by, refers to, referred to by, parent, and child.
  • reply a public remark that a requestor can see. A synonym for correspondence.
  • request see ticket, the preferred term.
  • requestor the person who asked for something to get done; the ticket's reason for being.
  • resolved status indicating that work on a ticket has been completed.
  • REST
  • rights ability given to a user or group to do something in RT. Rights can be granted by queue or for the entire system. Rights can be given to groups, roles, or individual users.
  • role type of watcher, such as owner, requestor, Cc, and AdminCc.

S

  • scrip a custom notification that will automatically take a certain scrip action in response to a certain scrip condition, often using a template.
  • scrip action something a scrip does in response to a scrip condition. (See also ScripAction.)
  • scrip condition something that has to happen to activate a scrip, like a ticket being created or a comment being made. (See also ScripCondition.)
  • self service (See also SelfService.)
  • staff user (outdated term; see privileged user.)
  • stalled status indicating that a ticket cannot be worked on for now, but will open again when someone adds a comment or reply.
  • status classification that shows a ticket's progress through the system. See also new, open, stalled, resolved, rejected and deleted.
  • subgroup a group that's part of another group, generally to illustrate a hierarchy.
  • system group a group across RT such as "Privileged" (all privileged users), "Unprivileged" (all unprivileged users), and "Everyone" (every user). You can't change the membership of system groups, however, you grant them rights

T

  • template essentially an email form letter that goes along with a scrip action in a scrip.
  • ticket the central object in RT, the thing that needs to get done. Tickets have metadata attached to them such as owner, status, queue, etc.
  • TicketSQL
  • ticket stub email message received by a requestor to confirm that his request has been received and a ticket created. See also autoreply
  • transaction (definition needed)

U

  • unprivileged user a user who usually has no rights to do things in RT; often a requestor whose account was automatically created when the ticket was sent; see also privileged user.
  • updates see comment and reply, the more specific terms for updates.
  • user anyone who interacts with RT in any way. See privileged user and unprivileged user.

W

  • watcher someone who is interested in a ticket. Normally the watchers get emails whenever the ticket is changed. See also owner, requestor, Cc and AdminCc.