SAP Knowledge Base Article - Preview

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


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



SAP ONE Support Launchpad tile "Report an Incident"

Create Incident.jpg


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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