what are the difference between case and incident in servicenow?

Aravind31
Mega Expert

difference between case and incident in servicenow.both looks similar in servicenow.kindly give answer.@

1 ACCEPTED SOLUTION

bernyalvarado
Mega Sage

Does this help aravindelumalai? Do you have any further questions?



Thanks,


Berny


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6 REPLIES 6

bernyalvarado
Mega Sage

Hi Aravind,



Cases are focused for the HR management module. Incidents are focused towards ITSM. They have a similar structure but follow a different set of rules / business logic.



Thanks,


Berny


bernyalvarado
Mega Sage

Case Management: Case management



Incident Management: Incident Management process



Thanks,


Berny


bernyalvarado
Mega Sage

Does this help aravindelumalai? Do you have any further questions?



Thanks,


Berny


bernyalvarado . as of now somewhat clear on mind.from chat portal as a customer could able to ask help to agent but agent shall create as case/incident.what's the difference over there?