Software report error, incident or service request?

An open discussion on issues related directly or primarily to the service or help desk.
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Posts: 2
Joined: Fri Jun 28, 2019 11:38 am

Thu Aug 01, 2019 9:17 am

My software ERP have a report about some items, for example.
This report never was used. First use, we identify a error of data and need a correction with our software partner.
In this case, the correct path is an incident ticket to verify the error or a service request to correct the software report?

Senior Itiler
Senior Itiler
Posts: 31
Joined: Fri Apr 05, 2019 10:25 am

Sun Aug 04, 2019 6:32 am

It’s an incident because it is abnormal operation - the report did not execute correctly. As a result of incident investigation, you may raise an RfC within Change Management to correct the error. It is a ‘change’ and not a ‘service request’ because the data (if I understand your question) will be modified.

Hope this helps!
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