From e25dcf891ddecc4ba568efeae0c58599d461031e Mon Sep 17 00:00:00 2001 From: Roy Kaldung Date: Tue, 21 Jan 2014 22:49:22 +0100 Subject: [PATCH] Update GLOSSARY.md initial terms added --- doc/GLOSSARY.md | 33 +++++++++++++++++++++++++++++++++ 1 file changed, 33 insertions(+) diff --git a/doc/GLOSSARY.md b/doc/GLOSSARY.md index fd0b9ba1d..5bdeb7e7c 100644 --- a/doc/GLOSSARY.md +++ b/doc/GLOSSARY.md @@ -1,2 +1,35 @@ +* article + + A case consists of multiple articles. An article goes through a channel. + * case + All request are named case. In other systems this is also called issues, ticket, etc. + +* channel + Channels are the incoming and outgoing ways where articles flow. There are assigned to groups. Channels can be e-mail, chat, twitter, etc. New channels can be added via the plugin mechanism. + +* group + + A group is a structure element like a container where cases are assigned to. A case can only be assigned to one group. + +* organization + + Organizations are used to group users. The common use case is to group the employees of a company to one organization. + +* overview + Overviews are configurable lists of cases. There are system wide overviews, defined by an administrator and user defined. They are available for all roles. + +* role + + All permissions are role based. Access to groups are assigned to a role and also specific actions on requests depending on a users role. + +* textmodule + + While writing an article are textmodules available to assist the agent's work. + +* user + + Every persons which are used in Zammad are called person. Each person needs a minimum of one assigned role. Three roles are predefined: Administrator, Agent, Customer + +