SAP Knowledge Base Article - Public

2840837 - One Issue per Incident


You have been asked to create a new incident for an issue already present in an existing ticket, and would like to know why.


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Why only one issue per incident?

Reporting one issue per incident guarantees quicker assignment & incident processing because separate issues may be worked on by different Support Engineers in parallel rather than by one engineer in succession. The one issue per incident rule also reduces complexity by narrowing the scope. This allows the engineer to focus on one topic and reach a resolution sooner.

Separating issues into separate incidents also serves for reporting purposes and to ensure equal workload among all Support Engineers.


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