2. Use Cases

This section describes use cases. Note that the field values for each setting in the descriptions in this chapter are examples.
For details on the roles required for each task, see “Roles (by function)”.

Chapter structure

2.1 Use cases for FAQ articles (knowledge)
2.2 Use cases for configuration management (CMDB)
2.3 Use cases for incident management
2.4 Use cases for statistics
2.5 Use cases for customer management
2.6 Use cases for notifications and email-based ticket creation