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by Rodnei
Tue Jan 28, 2020 2:52 pm
Forum: ITIL Discussion
Topic: Incident vs Request
Replies: 0
Views: 1055

Incident vs Request

Hello everyone. Sorry for my basic question. I manage a L2 and L3 support team with no L1 team to perform tickets screening and categorization. Tickets are raised as incident directly but sometimes its just a request or user doubt. Once we are using ServiceNow we can't turn the incident a request. T...