Glossary of terms
Alphabetical, one line each. Where a term has a longer explanation, the link goes there.
Terms
- Agent
- The program installed on a machine. It only dials out, runs what it is sent, and reports the output. Read more →
- Always ask
- A list of commands that always wait for a person, even on a machine set to run everything. Read more →
- Approval
- A person's yes or no on a step that changes a machine. Read more →
- Approval mode
- The per-machine setting, shown as Autonomy, that decides which steps ask: Ask for everything, Auto-run safe commands or Auto-run everything. Read more →
- Audit log
- The record of what happened on machines and of what each person did. Read more →
- Authenticator app
- The app on your phone that makes the six-digit code needed at sign-in. Read more →
- Autopilot
- The feature that follows your saved plain-English instructions for a recurring problem. Read more →
- Autosend
- A chat message you schedule to arrive later. Distinct from a Windows Scheduled Task. Read more →
- Autosight
- The page, also called Automation Opportunities, that finds repeating problems in your ticket history. Read more →
- Company
- One of your clients. Machines belong to a company. Some screens still call it an office. Read more →
- Configuration item
- The PSA's record of an asset. It must be linked to a machine before a ticket about it can be worked. Read more →
- Endpoint
- A computer with the agent installed. Read more →
- Handed off
- A session state meaning the AI diagnosed the problem, could not act, and a technician has taken the ticket over. Read more →
- Install key
- A secret tied to one company that lets a new machine enrol under it. Read more →
- Mapping
- The saved link between a PSA configuration item and a machine. Read more →
- Never allowed
- A list of commands that are refused outright, whatever any setting or click says. Read more →
- Passkey
- A sign-in method using a fingerprint, face or device PIN instead of a password and code. Read more →
- Playbook
- The product's older word for an Autopilot instruction. Read more →
- PSA
- The system where tickets live. Autotask is the one RemediateDesk connects to. Read more →
- RMM
- A tool that monitors and manages a fleet. ConnectWise is supported for importing devices and deploying the agent. Read more →
- Scheduled
- A session state meaning a restart or a follow-up message is booked for later, so nothing needs you until then. It sits in the Scheduled tab of the Dashboard. Read more →
- Session
- One piece of work the AI does on one machine. Read more →
- Severity
- How serious a ticket is, kept separate from its state so a Critical item can outrank an older Low one. Read more →
- Trust level
- How much an Autopilot instruction may do unattended: Assisted, Trusted or Zero-touch. Read more →
- Undo
- A button that reverses one supported change on a Windows machine. Read more →
- Verification
- The check, run after a fix, that the real condition has improved. A fix is not resolved until it passes. Read more →
- Zero-touch
- The highest trust level. The reviewed instruction counts as approval given in advance, apart from restarts, explicit questions and the never-allowed list. Read more →
The five session states
Needs approval, Needs technician, Running, Scheduled, Resolved, Handed off. A session is always in exactly one of them.