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

Symptom

Support Engineers or other SAP employees sometimes refer to my SAP ONE Support Launchpad "Incident" as "Case". Is there any difference?

Environment

SAP ONE Support Launchpad tile "Report an Incident"

Create Incident.jpg

Keywords

ITIL, Record Type, Case, Incident, Service Request, SAP for Me, SAP ONE Support Launchpad, Incident Wizard, Harmonized Support Case Creation (HSCC) , KBA , XX-SER-FORME , SAP for ME , XX-SER-SAPSMP-IBX , Service Channel (Inbox) , XX-SER-SAPSMP-LAUNCH , SAP Support Portal Launchpad , XX-SER-SAPSMP-SUP , Support Applications , Product Enhancement

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