Terminology in Service Operations Workspace for ITSM
Use this reference to understand the key terms and roles in Service Operations Workspace which includes agent types, request, structures and configuration concepts.
| SOW terms | Description |
|---|---|
| Agent | A person within your company’s ecosystem (internal or external) who can view, work, and respond to your end-user's tickets. |
| Requester | An end-user (external or internal) who raises incidents or service requests in the IT Support Portal. |
| Configurable workspace | Workspace built using UI Builder components. |
| Tier 1 agent | An agent who belongs to a service desk group and handles first-level support requests such as incidents and catalog tasks from the Service Operations Workspace landing page. |
| Tier 2 agent | An agent who does not belong to a service desk group and handles complex or escalated work items such as problems, change requests, and incidents. |
| Universal request | A parent record that consolidates related primary tickets such as incidents and service requests — under a single request, giving agents a complete view of an end-user issue. |
| Primary ticket | An individual ticket either an incident or catalog task that is linked to an universal request as a child record. |
| Service desk group | An assignment group designated as a service desk, which determines whether agents in that group are routed to the Tier 1 landing page experience. |
| SOW admin center | A centralized administration interface for configuring Service Operations Workspace settings, migration tools, and workspace components. |
Parent Topic:Service Operations Workspace for ITSM reference
Related topics
Additional roles for SOW admin
Service Operations Workspace for ITSM data model
Components installed with Service Operations Workspace ITSM Applications