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About Incidents and Service Requests

An Incident is an unplanned interruption to a Service or a reduction in the quality of a Service (ex: Something is not working). A Service Request is a request for information, advice, a Standard Change, or access to a Service (ex: Installation of new software).

In CSM, Incidents and Service Requests (often called Requests) are stored together in the Incident Business Object (this is a Major Object). The categorization (Service/category/subcategory) identifies the record as either an Incident or Request. A categorization often requires a unique form to capture the correct information. For example, an Incident for a non-working network printer would require different information than a Request for printer toner cartridge. To facilitate gathering this specific information, CSM embeds and uses several OOTB Specifics forms, which are automatically displayed when you categorize the record.

The OOTB Incident and Request forms help to create, manage, and track Incidents and Requests:

Note how the categorization (Service=Printing, Category=Desktop, and Subcategory=Submit Incident) in the following figure categorizes the record as an Incident. The Print Incident Specifics form captures the relevant printer information.

Incident Form

Note how the categorization (Service=Printing, Category=Network, and Subcategory=Request Toner/Ink) in the following figure categorizes this record as a Request. The Toner Order Specifics form captures the relevant toner information.

Service Request Form

In This Section

Incident/Service Request Workflow

See Also

Incident and Service Request Implementation

Log an Incident

Incident Design Ideas

Summary