[DidYouKnow -11] Simple method to distinguish between a Incident & Service ticket.
In any IT organization, we come across two types of tickets/requests "Incident" and "Service" requests.
An IT incident is any disruption to an organization's IT services that affects anything from a single user or the entire business. In short, an incident is anything that interrupts business continuity.
An IT Service is a process, where the user raises a formal service ticket, to request and avail services that are offered by the organization. Like access to servers, access to an application, password reset, etc.
In situations, we would have faced difficulties in distinguishing between Incident and Service requests, from the request list view. In Service Desk we have allocated symbols for easy identification, the incident request has a symbol with "exclamation mark inside a triangle" service request has a symbol like a "palm lifting a dialog box" Refer screenshots given below for a better understanding.
Screenshot of the request list view
Screenshot of a ticket view
Note:
The Service request (Service Catalog ) is one of the default features in the "Enterprise edition" of Service Desk. However, this feature can be availed as "Add-on" on Professional and Standard editions.