Glossary

Glossary

Quick-reference for TekReady-specific terms.

Engagement A single customer onboarding. Has a code, a customer name, a set of members (Editors, Managers, Partner approvers, Viewers), and one instance of every Section. Section A chapter of ITSM configuration (Active Directory, Service Levels, Incident Categories, etc.). Sections are fixed by TekReady — every engagement has the same set. Each section has its own page, its own data, and its own approval state. State Where in the approval workflow a section sits: Draft, Submitted, Manager Approved, or Final. Editor A role granted per engagement. Editors can change any Draft section. Manager A role granted per engagement — the customer-side approver. Approves submitted sections to the Manager Approved state. Partner approver A role granted per engagement — the consultancy-side final approver (the brand-neutral name for what was previously called the “Tekwurx approver”). Approves Manager Approved sections to Final. Viewer Read-only role on an engagement. Administrator Platform-level role. Manages users, AI provider keys, and licence. Always has full Editor / Manager / Partner rights on every engagement. Due by A per-section target delivery date, set on the engagement overview. Independent of the approval state machine — can be revised at any time. Submit for review The Editor action that moves a Draft section to Submitted. Reject → Draft A reviewer action that reopens a Submitted, Manager Approved or Final section for further editing. Requires a reason. Workflow A named sequence of lifecycle steps a ticket walks through. Comes in three kinds: Main, Immediate, and Closing. Workflow roll-up The auto-computed state of the Workflows section based on the state of each individual workflow row. Category row A row in either the Incident Categories or the Request Categories section. Has a hierarchical category path (one to N levels — five by default) plus a code, an SLA, an Impact, an Urgency, an owning Group, and one or more Workflows. Category prefix A single text value (one per tab, separate for Incidents and Requests) that is prepended to every category row’s Full Category — the engagement’s organisational anchor (e.g. IT / Corporate). Concatenation The display string formed by joining the category prefix and every populated level with slashes. What the ITSM tool typically shows in its category dropdown. Bulk apply The bulk action that sets one or more fields (SLA, Impact, Urgency, Group, Workflow) across many selected rows in one go. ✨ Suggest priorities The AI feature that picks SLA / Impact / Urgency for category rows. Available per-row and as a bulk action; respects row selection when invoked from the bulk bar. ✨ Suggest items The AI feature that generates ~10 candidate Category rows from a topic seed (“Intune”, “Microsoft 365 email”), pre-filled with SLA / Impact / Urgency. AI workflow assistance The AI feature on the Workflows section that helps you build out the lifecycle steps for a request type. Opt-in and preview-only, aware of the engagement’s own option lists; nothing is applied until you confirm. HLD / HLD document The generated High-Level Design deliverable — a Word (.docx) document built from the engagement’s configuration. A download-time language picker lets you produce it in any of five languages (English, French, German, Spanish, Italian). See Generating & Downloading the HLD. Language / locale preference The interface language a user sees (English, French, German, Spanish or Italian), set per user on the Profile page and applied with locale-aware dates. The global default is set under Settings → General. Audit trail The full log of every change made on the engagement — create, update, submit, approve, reject, delete. Includes actor, timestamp and before / after values.