[otrs-cvs] doc-itsm/en itsm.xml,1.2,1.3

[CVS commits notifications of OTRS.org]

Comments:
Update of /home/cvs/doc-itsm/en
In directory lancelot:/tmp/cvs-serv3451

Modified Files:
	itsm.xml 
Log Message:
Substitution of textually used quotation marks by correct tag <quote></quote>.

Author: cep

Index: itsm.xml
===================================================================
RCS file: /home/cvs/doc-itsm/en/itsm.xml,v
retrieving revision 1.2
retrieving revision 1.3
diff -C2 -d -r1.2 -r1.3
*** itsm.xml	27 Jun 2007 13:19:08 -0000	1.2
--- itsm.xml	3 May 2008 08:51:53 -0000	1.3
***************
*** 23,27 ****
          <title>The The OTRS framework features relevant for OTRS::ITSM are:</title>
          <listitem>
!             <para>Services and SLAs: The new attributes "service" and "service level agreements (SLA)" were integrated in OTRS 2.2 on its way to becoming an IT service management tool. When creating a ticket, the customer can select a service (e.g. e-mail service) and a corresponding SLA. SLA attributes are &quot;response time&quot;, &quot;update time&quot; and &quot;solution time&quot;. IT service can use these attributes for notifications or ticket escalation in order to meet existing SLAs. Service and SLA specific information in the header of new e-mails can be analyzed as usual with the PostMaster filter module.</para>
          </listitem>
          <listitem>
--- 23,27 ----
          <title>The The OTRS framework features relevant for OTRS::ITSM are:</title>
          <listitem>
!             <para>Services and SLAs: The new attributes <quote>service</quote> and <quote>service level agreements (SLA)</quote> were integrated in OTRS 2.2 on its way to becoming an IT service management tool. When creating a ticket, the customer can select a service (e.g. e-mail service) and a corresponding SLA. SLA attributes are &quot;response time&quot;, &quot;update time&quot; and &quot;solution time&quot;. IT service can use these attributes for notifications or ticket escalation in order to meet existing SLAs. Service and SLA specific information in the header of new e-mails can be analyzed as usual with the PostMaster filter module.</para>
          </listitem>
          <listitem>
***************
*** 122,126 ****
          </listitem>
          <listitem>
!             <para>(Automatic) recording of "articles" for tickets (activity record)</para>
          </listitem>
          <listitem>
--- 122,126 ----
          </listitem>
          <listitem>
!             <para>(Automatic) recording of <quote>articles</quote> for tickets (activity record)</para>
          </listitem>
          <listitem>