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Glossary of terms: EQMS Issue Manager

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Here are a few key terms from the EQMS Issue Manager module. For further terms, either use the in site help guidance within EQMS or contact your system administrator.

Term Definition
Action A component step in a Workflow (or Change Path) having a Title, Instructions, an Actionee and a Target Period (Days) in which to complete the Action.  
Active Indicates that the entity is available for linking / association with another entity.  
Association (Documents List)  The title of the entity instance with which the Document is associated. 
Between (SLA)  The label for a fields that indicate the start and end dates within which the SLA specifies response and resolution. 
Call Source The channel of communication used to report the Issue.
Category Allows you to define different processes separately so you can then create different workflows to handle each different process.
Change Path An entity which pre-defines a Workflow, with a Code, Title, Description, Owner, Target Period, Active marker and set of Actions (see Action) in a defined sequence, with Actioners (doers) and Target Periods.  
Code (Change Path) An identifier for a Change Path.
Comment The essential text of a Journal. 
Company The organisation associated with the Contact.
Completion (Issue Type) Refers to Completion Date.
Contact The person who reported the Issue.
Date Cleared The date on which the Issue’s status is set to Cleared.
Date In The date the data about an Issue data is first saved (normally date reported).
Days (SLA)  The pair of weekdays on and between which the SLA specifies response and resolution action. 
Detail A full text description of the Issue.
Document A data file of any type that can be handled, uploaded and stored by EQMS.
E-mail The  valid email address of a Contact or Company.
Enforce A yes/no attribute given to some fields in an Issue Type record, presented as a checkbox, that if ticked prevent any other value being entered into that field in the Issue record. 
Expand A checkbox switch that when ticked presents the full text of the Comments of a Journal. 
Favourites  See My Favourites.
Follow Up Date The date upon which the system should send an email to the current Issue handler and displays the Issues list row as red, if it is not closed. 
Follow Up Days (Issue Type)  The number of days after the input date that sets the Follow Up Date.
Forename The first or commonly used name of a Contact.
Handling Used in the Issues details to indicate which person (user) the Issue was last passed to for action.  
ID A reference to an entity used to identify it by and to the system.
Include Inactive Used in filter settings to include records which are not Active in the filtered list.   
Input By The identity of the logged in system user who first saves the data about a new Issue.  
Input By (Journal) The user who created the Journal.
Instructions Text that defines the task to be undertaken Actioner in an Action.
Issue A matter, situation or event requiring attention.
Issue ID The reference number of an Issue used to identify it by and to the system. 
Issue Type A characterisation of an Issue that governs the data collected about it and it’s subsequent handling.
Job Categories  See Category.
Journal A record of a query, progress, proposal, explanation, etc.  
Keywords Filter fields for Issues into which character strings can be entered to match against the text fields Subject, Details and Progress.
Level (SLA)  Numeric value for SLA event severity.
Lifecycle A set of statuses that are selected as appropriate to an Issue Type.    
Mine (checkbox) A filtering yes/no switch that filters for Issues or Issue Types that are Owned by the logged in user. For Issues this is the user to whom the Issue is currently assigned (Passed to, or being handled by).   
Mobile The mobile telephone number for a Contact 
My Favourites A filtering yes/no switch that filters for Issues that are currently marked as Favourites of the logged in user.   
Nature (SLA) Description of event in terms of consequences.
Nonconformance A Yes/No classification of an Issue applied if the nature of the Issue indicates that there has been a compliance failure.
Not Applicable (Issue Type -Product) A Yes/No switch that permits the omission of Product as an attribute of an Issue – i.e for use when no Product is applicable 
Owner (Change Path) The user with permission to modify the Change Path details.  
Owner (Issue Type) The user with permission to modify the Issue Type details.  
Owner (Issue) The user to whom the Issue is currently assigned (passed to, or being handled by).   
Passed To The identity of the person to whom the Issue is first referred (by email and ToDo list). The person will be a known system user.  
Phrase A text string used as a label for a field, tab or checkbox, or title of a form, or error message. 
Priority (Issue Details) Set initially by the Issue Type. 
Product The object about which an Issue is raised.
Progress Text record of progress made toward resolution of an Issue. 
Recent (Issues Filters) A yes/No filter that if ticked will include all Issues with opened within the System Settings number of days. See Recent (System Settings - Days).
Recent (System Settings - Days) The number of days after the opening date of an Issue within which it can be filtered in by the Recent filter. See Recent (Issues Filters).
Recent Additions See Recent (Issues Filters).
Resolve By (SLA) Label for the number of days and hours allowed to make a response to a reported Issue.
Respond By (SLA) Label for the number of days and hours allowed to resolve a reported Issue.
Sequence (Products, Sources) The numeric value given to a record that positions it in a drop list. 
Service Level Agreement Specifies a set of commitments to act. Usually specifies times of day, days of week, dates, response and resolution durations. 
Severity (SLA) The degree of impact of an Issue.
SLA See Service Level Agreement.
Source See Call Source.
Stage The position of an Issue in broad terms. A Stage can be associated with have one or more Statuses. 
Status An indication in text form with a numeric characterisation of an Issue’s progress through its Liifecycle. 
Subject A short text description of the Issue.
Surname The “second“ or family name of a Contact.
Target Date The date by which the Issue should be resolved.  Based on today’s date and the days allowed by the Issue Type.
Target Days (Issue Type) The number of days after the input date that sets the Target Date.
Target Period The number of days allowed for completion of a Workflow or a for a single Action.
Telephone The landline telephone number of a Contact or Company.
Times (SLA) The pair of times of day between which the SLA specifies response and resolution action. 
Title  A helpful textual identifier given to a an entity.
Urgent (System Settings - Days) The number of days before the follow up date of an Issue that it will be included in a Filter search if the Urgent checkbox is set.
Workflow A definition of a set of Actions (see Action) in a defined sequence, with Actionees (doers) and Target Periods, with a  Code, Title, Description, Owner, Target Period and Active marker.  
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