About Incidents and Service Requests

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

In CSM, Incidents and Service Requests are stored together in the Incident Business 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.