Glossary

CAB / eCAB — Change Advisory Board (standard / emergency) for change approval.
CI — Configuration Item, a configuration element tracked in the CMDB.
CMDB — Configuration Management Database.
Queue — ticket container linked to a working team.
Composer — the ticket creation window (Composer, ticket creation).
Domain — functional macro-area (ITSM, HR, NOC, SOC, …) that classifies services and queues.
Ticket editor — the drawer where you work on a ticket (Ticket editor).
Issue type / Ticket type — the category that determines lifecycle and fields.
KEDB — Known Error Database.
PAM — Privileged Access Management.
PIR — Post-Incident Review (post-mortem).
Process — work model structured in stages.
RBAC — Role-Based Access Control.
RCA — Root Cause Analysis.
SLA — Service Level Agreement (target times); some schemes are pause-aware.
Tenant — the customer/organisation you are working on ({TENANT}).
Workflow — the sequence of statuses and transitions of a ticket type.

Priority and severity (P1–P5)

The platform uses a single priority/severity scale from P1 (highest) to P5 (lowest). For Major Incidents the P0–P3 classification also applies (Major Incident classification): P0 Critical/Catastrophic, P1 High, P2 Medium, P3 Low.