| action request |
AR. A collection of information that describes
an event (transaction), such as a problem or a service request. |
| access control |
Security feature that lets you limit the access
users have to specific fields within a schema and to specific functions
within the system. See also access control
group, permissions. |
| access control group |
Facility of the Action Request System used primarily
to define user access to the contents of a schema field. Each group can
have its own member list defining users who belong to that group. The AR
System defines five special groups: Public, Administrator, Customize,
Submitter, and Assignee. You can define additional groups through the Group
schema. Once you have defined a group, you can specify the type of access
that the group will have to specific fields within a schema. See also
access control, permissions. |
| access permissions |
See permissions. |
| active link |
A cause and effect relationship that you define
on a per schema basis. Active links cause the Action Request System to
perform specific operations in response to specific user actions. The AR
System administrator can define active links that run macros, set fields
to specified values, run independent system processes, send an interactive
message to the user, change field characteristics, or execute a DDE operation
on a Windows User Tool. Active links run on the client machine. |
| administrator |
Individual responsible for the management of the
AR System, including setting up schemas, setting access rights for users,
and designing the workflow process. |
| administrator default |
Value that the administrator assigns to a field
while designing the schema. When the user sets defaults, this value is
used unless the user has assigned their own default. When a user submits
an AR, the AR System automatically enters this value in the field unless
the user has assigned their own default or has entered a different value.
|
| Administrator group |
One of five special access control groups provided
by the AR System. Members of this group have full and unlimited access
to the AR System. You must be a member of this group to be able to create
schemas, filters, active links, menus, and administrator commands. |
| Administrator Tool |
The part of the AR System used exclusively by
administrators to set up the system for use by support staff and end users.
This includes setting up schemas, setting access permissions (users and
groups), and creating filters, active links, menus, and administrator commands.
|
| administrator view |
The layout of a schema that was designed by the
AR System administrator. This is the view that users will see unless they
customize their view. |
| API |
Application program interface. A set of functions
that provide application programmers with access to the full functionality
of a product. The AR System API provides a complete interface to the AR
System server. |
| AR |
See action request. |
| ARWeb license |
Fixed or floating license that allows a user access
to the ARWeb product. |
| AR System client |
1. Subset of AR System software necessary to allow
a user to access an AR System server on the network and run the AR System
tools on the local workstation. 2. Hardware (workstation,
terminal, Macintosh, or PC) running the AR System client software. |
| AR System server |
1. Full set of AR System software. When installed
on a workstation on the network, the server software provides access to
the full feature set of the AR System and can be accessed by workstations,
Macintoshes, terminals and PCs on the network that are running the AR System
client software. 2. Hardware (workstation) running
the AR System server software. |
| assignee |
The person who is assigned responsibility for
resolving an action request. |
| Assignee group |
One of five special access control groups provided
by the AR System. This is an implicit group; users automatically
belong to this group and, if they have a valid AR System license, are granted
change access for ARs for which they have been assigned responsibility
(their name is in the Assigned-to field). |
| character data type |
Data type used for fields where you will be entering
text data. The AR System administrator can specify a maximum length for
the field or leave the length unlimited. The administrator can also specify
a pattern to restrict the data that users can enter or attach a character
menu to the field. |
| character menu |
A type of menu that opens up to different levels
as you "pull" a selected item to the right using the mouse. You
can create a character menu and attach it to any character-type data field.
|
| client |
See AR System client. |
| command line options |
Parameters that you can combine with the commands
to start the User, Administrator, and Notification Tools that allow you
to specify how the tools will run. For the User Tool, you can execute a
macro or open to the Query or Submit window. For the Administrator Tool,
you can attach to a specific server or open the tool with a specific category
displayed. |
| core field |
One of a set of basic fields that are common to
all AR System schemas. Additional limits, such as fixed or maximum sizes,
are placed on some core fields. |
| configuration |
1. The process of setting up hardware and/or software
so that it operates in a manner consistent with the needs of a location.
2. The physical setup of a device or devices. 3.
The operating characteristics of software. |
| Customize group |
One of five special access control groups provided
by the AR System. This group grants users the right to customize their
schema layout and create custom commands in the User Tool. |
| database |
A collection of information maintained in the
form of individual entries. The AR System allows you to create and maintain
a history of trouble reporting information. |
| data type |
Property of a field that determines what type
of information the field contains. The choices are character, date and
time, diary, integer, real, and selection. |
| date and time data type |
Fields with this data type are limited to calendar
dates and time. |
| DDE |
Dynamic Date Exchange. This is a standard inter-application
communication feature used in Windows applications. For more information,
see your Windows documentation. |
| default |
System or user defined setting or value that automatically
applies to a field if users do not supply a different setting or value
when submitting a new action request. |
| diary data type |
Fields with this data type allow you to capture
a history of the actions taken for an AR. Each multiple character entry
is stamped with the time, date, and name of the user who entered the item.
|
| dynamic menu |
Menu that performs a query at the time a user
selects the menu icon and uses the results of the query to build the list
of menu items from which the user chooses. |
| end user |
In the AR System, an end user is the person who
is responsible for notifying support staff of problems and service requests
by submitting ARs. |
| email |
Electronic mail. The AR System allows you to set
up an electronic mail handler so that users can submit ARs through email
if they do not have access to a User Tool or if the AR server is inaccessible.
(If you are running the client tools on a PC, your PC must be equipped
with an SMTP gateway to allow email submissions.) |
| export |
Facility that lets you move schemas, filters,
active links, menus, administrator commands, and mail templates to a file.
Exporting is useful if you want to share schemas with another server or
generate mail templates. |
| filter |
Facility that tests every server transaction to
see if certain conditions are met and responds to the conditions by taking
a specific action or actions. The AR System administrator can define filters
that set fields to specified values, run independent system processes,
send an interactive message to the user, notify the user when the state
of an AR changes, or make an entry in an audit trail log. Filters run on
the server. |
| fixed license |
Write license that is permanently assigned to
a user so that the user always has access to the AR System. See
also floating license, write license. |
| Flashboards license |
Fixed or floating license that allows a user access
to the AR System Flashboards product. |
| floating license |
Write license that exists on a server and is allocated
to any user who requests a license and who is defined in the User database
as having a floating license type. If no floating license is available
at the time of the user request, the user must wait until a license becomes
available. See also fixed license, write license.
|
| FTS |
See full text search. |
| FTS license |
Fixed or floating license that allows a user to
perform a full text search in any large text or diary field indexed for
FTS. |
| full text search (FTS) |
Facility that allows a user to quickly search
for information in large text or diary fields. The fields must be indexed
and FTS-enabled by the AR System administrator, and the user must have
an FTS license. |
| group access |
See group type. |
| Group schema |
Schema that lets you add new groups and modify
group permissions. |
| group type |
The maximum permission type allowed for a group.
May be None, View, or Change. (Note that permission may be set below the
group's maximum at the field level.) |
| guest user |
An unregistered user with a limited set of capabilities
(submit ARs and possibly review those ARs). Unregistered users may not
be allowed at your site. |
| hidden field |
A field that exists but is not visible in a user's
view of the schema. |
| Import Tool |
Facility that lets you share schemas, filters,
active links, menus, and administrator commands that were created on another
server. First, you must export the definitions from the server on which
they were created to an ASCII file, then you can import the file to your
own server. |
| integer data type |
Fields with this data type contain numeric values
between
-2147483648 and 2147483647. (The range for a particular field may be limited
by the administrator.) |
| license |
See fixed license, floating license, read license,
write license. |
| login window |
Window that allows you to login to the AR System
when you first start an AR System tool. |
| macro |
A set of operations recorded for later execution.
Macros are useful for automating frequently used or complex query operations.
|
| mail template |
Template that contains the fields that you need
to fill in to submit an action request using electronic mail. Templates
are generated by the administrator from existing schema using the export
facility. (If you are running the client tools on a PC, your PC must be
equipped with an SMTP gateway to allow email submissions.) |
| notification |
An alert that tells you that an AR System event
has occurred. The alert may be a system beep, flash, the display of a notice
window, or the opening of the Notification Tool. |
| Notification Tool |
The part of the AR System that alerts you when
specific changes are made to ARs. Also referred to as the Notifier. |
| operator |
One of a number of functions that let you define
complex queries or build filter qualifications. The AR System operators
are available through use of the query bar palette or the filter qualification
palette or you can type them in directly. |
| permissions |
Field property setting that allows you to control
who can view and change individual fields of a schema. Permissions are
defined for each access control group. View permission limits group members
to reading the contents of a field. Change permission allows group members
to read and write the contents of a field. See also access control
group. |
| pick list |
See selection list. |
| property |
An attribute that is defined. For example, the
properties of a field include its data type, physical characteristics such
as length, and whether it is required or optional. |
| Public group |
One of five special access control groups provided
by the AR System. Every user is automatically a member of this view only
group. |
| pull-right menu |
See character menu. |
| query |
Process that lets you select a subset of ARs according
to search criteria that you define and then perform one of several operations
on the selected ARs. See also query operation. |
| query bar |
Part of the Query window, Active Link Qualification
window, and the Filter Qualification window that lets you define complex
query criteria. Includes a palette of operators that you can use in the
query you build. |
| query list |
A list that includes a one-line summary of each
AR matching a query. |
| query operation |
Action that you can perform on the entries that
match the criteria defined in a query. The possible operations are: Query
List, Display, Modify, Report, and Delete. |
| query statement |
A complete definition of query criteria constructed
in the query bar. |
| Query window |
The User Tool window that lets you search the
database for ARs that match specific criteria and display the results of
the search. You also use the Query window to view or modify an existing
AR. See also Submit window. |
| range |
Defines the upper and lower limits of acceptable
values. For example, if a field's range is -10 to 100, you will be able
to enter any number from negative 10 to positive 100 inclusive. |
| read license |
License that allows a user to query the AR System
schemas and submit new ARs but does not allow the user to modify or save
data on existing ARs. See also write license. |
| real data type |
Fields with this data type contain a floating-point
number. The range is set by the administrator. |
| report format |
The layout that you specify when you generate
a report from an AR System query. You can format a report in columns or
as a list of records. You can also choose selected fields to print or print
them all. To create a more sophisticated layout, you can export the report
to a file and import the file into a desktop publishing application. |
| reserved field |
One of a set of fields defined with specific interpretations.
You can use these fields in any schema, if desired. |
| schema |
The definition of the data fields in a database.
Each schema represents a database on an AR System server. The AR System
comes with several sample schemas and you can build as many additional
schemas as needed. |
| scroll bar |
Window element that appears when there is more
information to view than will fit in the window. You use the mouse to slide
the scroll bar and shift the view area. A scroll bar at the bottom of the
window lets you move the viewing area left and right. A scroll bar on the
right side of the window lets you move the viewing area up and down. |
| selection data type |
Fields with this data type present a set of mutually
exclusive choices from which the user is to choose. The selections are
displayed as checkbox items or as options on a menu. |
| selection list |
List that appears as a result of an active link
that performs a query that returns more than one AR. The selection list
lets the user pick the appropriate AR. |
| server |
See AR System Server. |
| status field |
Core field that lets you keep a record as an AR
moves through the various stages of the process you are using to resolve
ARs. The defined states should reflect the workflow process. |
| status history |
Information that shows the progress that has been
made on an AR. You can view status history from the Display or Modify window.
|
| Submit window |
The User Tool window that lets you enter the appropriate
information to create and submit a new AR. See also Query window.
|
| submitter |
The person who submits an action request. The
submitter's name is entered in the Submitter field. |
| Submitter group |
One of five special access control groups provided
by the AR System. This is an implicit group; users submitting ARs
automatically belong to this group and, if they have a valid AR System
license, are granted change access for ARs that are submitted with their
name in the Submitter field. |
| support staff |
Person or group responsible for resolving action
requests. They assign and are assigned ARs, log their progress in appropriate
fields, and use information stored in previous ARs to help resolve problems.
|
| user default |
Value that a user who has customize permission
can assign to a field. When the user sets defaults, the AR System loads
this value into the field. When the user submits an AR, the AR System automatically
loads this value into the field unless the user has entered a different
value. |
| User schema |
Schema that lets you add users to the AR System
and specify the type of access each user will have. |
| User Tool |
The part of the AR System that lets users enter
new ARs and track them through the troubleshooting process. Users can also
query the database for ARs that match specified criteria, generate reports,
and modify existing ARs with the User Tool. |
| user view |
What the user sees when they bring up a schema.
If users have permission to customize their views, they are able to change
the physical layout and other properties of the schema and schema fields
as they appear for that user. |
| variable |
Data element that changes according to user input.
In macros, you can include variable definitions that will cause the AR
System to prompt the user for certain information when the macro executes.
|
| version |
The system release number. To display the version
of the AR System that you are running, select On Version under the Help
menu in the User Tool. |
| view layout |
The location of fields in a user's view of a schema.
|
| wild card |
Character that you can enter to represent other
characters in a search string. In query statements, for example, you can
use wild card characters to match single characters, strings, or characters
within a range or set. |
| write license |
License that allows a user to modify and save
data on existing ARs as field and schema permission settings allow. Write
licenses may be either fixed (permanently attached to a single user) or
floating (allocated to users as required). See also
fixed license, floating license, read license. |
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