| Activity / History |
Feed |
A chronological audit log (system activity + communication) of updates, comments, and status changes made to a record. |
| Assignee |
Responsible (User or Group) |
The designated individual or team currently accountable for resolving or executing a work item. |
| Attachment |
Attachments / Briefcase |
Files, documents, or screenshots uploaded and associated with a record. |
| Comment |
Feed Entry / Update |
Notes or communication added to a record for collaboration and documentation. |
| Component |
Service Category OR Custom Dropdown / Checkbox Field |
Sub-sections used to group issues into logical technical or business parts. |
| Dashboard |
Dashboard |
Use drag-and-drop HTML layout blocks to show ticket queues, upcoming project milestones, and individual workloads. |
| Description |
Description / Body |
The detailed, free-form text narrative outlining the core issue, request, or requirements. |
| Due Date |
Estimated Completion Date / Due Date |
The targeted or committed calendar date by which a work item must be completed. |
| Filter |
Report / Custom Search / Saved Search |
A saved set of criteria used to isolate and display a specific subset of records. |
| Help Center (SUNY Geneseo) |
Client Portal |
One-stop digital help desk for finding answers and requesting campus services. |
| Issue Type |
Ticket / Task |
The generic, baseline foundational item representing any unit of work being tracked. |
| Issue Key (CITSD-180865) |
Ticket ID (ITSM) or Task ID / Card ID (PPM) |
The unique system-generated alphanumeric or numeric identifier assigned to a record. |
| Issue Link |
Relationships / Associated Items |
A formal mapped association showing how two distinct records relate (e.g., depends on, blocks, duplicates). |
| Issue Type |
Classification / Ticket Type |
The operational categorizations defining the work shape (e.g., Incident, Service Request, Bug, Enhancement). |
| Label |
Tags |
Free-form metadata keywords used for ad-hoc filtering and basic reporting. |
| Priority |
Priority (Impact + Urgency) |
The ranking system indicating the relative operational importance or urgency of a work item. |
| Reporter |
Requestor / Creator |
The individual who originally initiated, submitted, or formally opened the record in the system. |
| Resolution |
Closure Reason Code |
The required categorical reason picked when a ticket enters a "Completed" or "Cancelled" state. |
| Self Help |
Knowledge Base |
Centralized, self-service library for storing and sharing information. |
| Service Desk |
Service Catalog |
A digital menu where users can order IT, HR, or facilities services/support. |
| Status |
Status |
The explicit operational stage a record currently occupies in its lifecycle (e.g., New, In Progress, On Hold). |
| Subtask |
Task / Sub-task |
A granular split unit of execution nested directly underdog a primary ticket or issue. |
| Summary |
Title / Subject |
The short, one-line header explaining the issue. |
| Watcher |
Notification List |
The roster of internal or external users who get email alerts when updates are made. |
| Worklog |
Time Entry / Time Tracking |
The logging of active labor hours against the specific ticket or task. |