What is difference between the HR case & Incident

[a41022639]

Hello Community,

What is the difference between HR case & Incident?

[Abhishek_Thakur · Accepted solution]

Hello @a41022639 ,

Incident is always an interruption or when something has broken down whereas HR case always may not be an issue, it may be an inquiry raised by an employee.

[Sandeep Rajput · Accepted solution]

@a41022639 Please refer to this article to know the difference https://www.servicenow.com/community/service-management-forum/what-are-the-difference-between-case-a...

[Abhishek_Thakur · Accepted solution]

Hello @a41022639 ,

Incident is always an interruption or when something has broken down whereas HR case always may not be an issue, it may be an inquiry raised by an employee.

[Sandeep Rajput · Accepted solution]

@a41022639 Please refer to this article to know the difference https://www.servicenow.com/community/service-management-forum/what-are-the-difference-between-case-a...

[Yashsvi · Accepted solution]

Hi @a41022639,

please check below link:

https://www.servicenow.com/community/csm-forum/difference-between-a-case-and-incident/m-p/385075

Thank you, please make helpful if you accept the solution.

[Dr Atul G- LNG]

Hi @a41022639 

These 2 terms are part of 2 different products of SN.

Incident - ITSM - From IT workflow- used by IT user

HR - HRSD - Employee Workflow - Used by employee

Case has different life cycle then Inc and also stored in 2 different tables.

I will not say both are Synonym of each other but yes, looks like similar. 

If a employee face, he/ she logged a request which is called case but same user said, his /her laptop not working or net is down, log a Incident.