Service Request and Incident ticket classification

[JALuna]

Good day all.

We are on Cherwell ITSM and currently exploring ServiceNow as our next ITSM tool.

I am trying to understand how classifications work for Requests and Incidents.

In our current setup, service desk can create request or incident tickets then classify (category + subcategory) it as necessary. While navigating through the test SNow instance, I can only see configurations for incident classifications and was unable to see how Requests are handled except via the service catalog.

Can anyone please point me to the right direction on how to handle service request classifications? incase someone calls the helpdesk and we have to create the SR manually from our end.

[swathisarang98]

Hi @JALuna ,

You can go trough the below article which explains service request clearly,

https://www.servicenow.com/community/itsm-articles/what-is-a-service-request-in-itsm/ta-p/2307381 

Please mark this comment as Correct Answer/Helpful if it helped you.

Regards,

Swathi Sarang

[JALuna]

thanks for your reply. I've seen the article and it didn't have the answer to my question. We already know what a service request is.

[Dr Atul G- LNG · Accepted solution]

Hi @JALuna 

Greetings!!

Very interesting and debatable question and it is very tough to say what goes in Incident and what goes in SR.

In Simple words

Incident: Something broken or degraded. Like Your internet is not working.

SR: When you need some access, like access for share point. 

This is also important that agent be educated so that as soon user raises a record, the Agent must classify.

For SR, prefer to use always Service Portal and create catalog item , which sort the classification. 

Best part is, you can visit to Now Create and check Incident and SR process workshop decks. 

[Dr Atul G- LNG]

@JALuna  Any thoughts on my answer?