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ITSM Core

This package adds new objects and basic functionalities needed for common features and processes of ITIL implementation.

Note

This package requires the General Catalog feature.

Contents

• Administrator Interface
  • Ticket Settings
    • Criticality ↔ Impact ↔ Priority
    • Service Level Agreements
      • Service Level Agreement Settings
    • Services
      • Service Settings
  • Users, Groups & Roles
    • Groups
      • New Group
  • Processes & Automation
    • Dynamic Fields
      • New Dynamic Fields
  • Administration
    • General Catalog
      • New Classes
• Agent Interface
  • Tickets
    • New Email Ticket
      • New Fields
    • New Phone Ticket
      • New Fields
    • Ticket Zoom
      • New Fields
  • Services
    • Service
    • Service Level Agreements
• External Interface