Incident vs Request

General discussion on all aspects of the IT Infrastructure Library (ITIL)
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Rodnei
Newbie
Newbie
Posts: 1
Joined: Tue Jan 28, 2020 2:29 pm

Tue Jan 28, 2020 2:52 pm

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. This situation is making the dashboards useless.

Its up to me to redefine this process hence I'm here. Any sugestion?

Some alternatives I've been looking:
1 - raise everything as request so then turn the request an incident if required
2 - close the tickets raised as incident inappropriately and raise a request (worst scenario)

Thanks in advance


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