01
Case / ticket
A structured record of an issue, request or activity with owner, status and history.
Related topicGLOSSARY
08 / OPEARIATechnical terms in business language.
Short explanations of language used across the platform, implementation and security review.
The glossary explains concepts. Final technical and contractual definitions depend on the specific implementation.
DECISION STRUCTURE
From a question to a documented decision.
01Process and accountability
02Access and data
03Product operation
04Specialist terms
05Parts and mobile alignment
06Service and reliability
07Service metrics
Process and accountability
02
03
Work order
A set of activities assigned for execution, often connected with a site, asset and work evidence.
Related topic04
Access and data
01
Tenant
An organizational context separating memberships, configuration and permitted data.
02
Role
A set of responsibilities and permitted actions, separate from the identity of one person.
03
Scope
The boundary of functions or data covered for a user, team, company or contract.
04
RLS
A database control restricting row access according to context and rules.
Product operation
01
Offline-first
An approach where supported field activities may continue without constant connectivity and synchronize in a controlled way when available.
Related topic02
Controlled synchronization
Reliable delivery of supported mobile changes when connectivity is available, with protection against duplicate records.
Related topic03
Core
The shared product foundation extended by contracted modules and industry packages.
Related topic04
Acceptance
Documented confirmation that agreed criteria and test scenarios produced an acceptable outcome.
Related topicSpecialist terms
01
Equipment 360
A structured view of the identity, location, configuration and service history of a specific asset.
02
Client 360
A controlled view of a client relationship, sites, contacts and relevant activity.
03
Module entitlement
A company's contractual right to use a specific module or package.
04
Service cycle
A connected flow from intake and execution through confirmation, work order and final audit.
Parts and mobile alignment
01
Corrective work order
A new intervention record created after reopening without changing the original work order.
02
Technician custody
A record of parts for which a specific technician is currently accountable.
03
Lot / batch and quarantine
The provenance of a group of parts and a controlled state where a part is unavailable pending review.
04
Android parity
Alignment of Web capabilities with mobile contracts, offline rules and cross-platform acceptance criteria.
Service and reliability
01
Field service
Coordination and execution of work at a site with the request, work order, asset and evidence kept connected.
Related topic02
Preventive maintenance
A planned activity with a deadline, accountable technician, control steps and completion confirmation.
Related topic03
Corrective maintenance
An intervention triggered by a fault or failed outcome, with a new linked record of work.
Related topic04
Service history
Chronological context for cases, work orders, interventions, evidence and confirmed outcomes related to an asset.
Related topicService metrics
01
MTTR
A measure of average time required to restore or resolve within a clearly defined service context.
Related topic02
Downtime
The period in which equipment or a service is not operationally available according to an agreed definition.
Related topic03
First response time
Time from intake to the first required service reaction under the applicable SLA rule.
Related topic04
Resolution time
Time from intake to the agreed outcome, with pauses and exceptions defined by the service process.
Related topic