WSU CallTracker Glossary of Terms

AccessID
A unique identifier that is assigned to all registered WSU students, current employees, and some WSU retirees. It is a personal key to electronic services and resources at WSU. The form of the AccessID is xy6789.

The AccessID can be used as an identifier when creating a new ticket.
 
Assigned person
The person to whom the ticket is given. This person is responsible for resolving the problem or giving it to another person who can resolve the problem.
 
Authorized user
A person who is able to handle tickets to some degree, such as submitting them, updating them, and assigning them to someone who can fix them. Some users are given administrative access and are able to add, remove, or change the status of other authorized users.
 
CallTracker
An online problem tracking and escalation service that is available to participating Wayne State departments. Using CallTracker a person in a participating WSU department can create a ticket about a problem and enter it into the tracking system. Then both the customer and the person to whom the problem is assigned are sent an e-mail message with the ticket number and the URL for the Web site where the ticket can be tracked online. Anyone with a WSU AccessID can check on a ticket. Only authorized persons are allowed to create new tickets or make changes to them.
 
Call Tracker user name
The name and CallTracker ID of a person who is authorized to handle tickets to some degree, such as submitting them, updating them, and assigning them to someone who can fix them.
 
Customer
The person who reports the problem for which the ticket is written.
 
Group
Each ticket is assigned to a specific group and to a specific person in that group. One way authorized users can search is for all tickets assigned to a particular group.
 
LDAP
Lightweight Directory Access Protocol (LDAP) is the protocol CallTracker uses to access WSU's online directory and bring up information about the person who owns a particular WSU AccessID.
 
Priority
Each new or updated ticket is given a priority level. The priority level tells the person assigned the ticket how important the request is and suggests a time span in which it needs to be resolved.
 
Ticket
The report that is entered into CallTracker.
 
Ticket Number
The number of the report entered into CallTracker.


Also see:
– Log in to CallTracker
– About WSU CallTracker
– Search by Ticket Number (for customers)
– Get an Authorized User Account
– Create New Ticket (Authorized User Only)
– Search and Update (Authorized User Only)
– Create a Spreadsheet Report (Authorized User Only)