What is the difference between an Incident and Request ticket?
Incident tickets are used for Break/Fix scenarios. An Incident ticket should be opened when you need to report something that is not working properly, or when something is down or broken. A Request ticket is used for an increase of existing functionality and is not used for Break/Fix events. A Request ticket should be opened when you need to request a service or something new, such as equipment moves or project initiations.
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