@mastersThesis{SaraAlexandraTeixeiradaSilva_12_2018,
   author = "Sara Alexandra Teixeira da Silva",
   title = "Ticket Management on ServiceNow",
   school = "Iscte",
   year = 2018,
   month = dec,
   type = "Master's Thesis",
   BibTexOrigem = "13938 www.Inesc-ID.pt 2021-01-16"
}

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