SAP Knowledge Base Article - Preview

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

Symptom

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


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Environment

SAP ONE Support Launchpad tile "Report an Incident"

Create Incident.jpg

Keywords

ITIL, Record Type, Case, Incident, SAP for Me, SAP ONE Support Launchpad, Incident Wizard , 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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