SAP Knowledge Base Article - Preview

3067028 - What is the difference between "Incident" and "Case"? Why is there a terminology change?

Symptom

  • Support Engineers or other SAP employees refer to 'Incident' as 'Case'. Is there any difference?
  • What is the difference between an incident and a case?
  • What is a case?
  • What is an incident?


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Environment

SAP for Me > 'Get Support' application (formerly known as Create Case)

Keywords

ITIL, Record Type, Case, Incident, Service Request, SAP for Me, SAP ONE Support Launchpad, Incident Wizard, Harmonized Support Case Creation, 'Get Support' application , KBA , XX-SER-FORME , SAP for Me , XX-SER-SAPSMP-SUP , Support Applications , How To

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