what are the difference between case and incident in servicenow?

[Aravind31]

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

[bernyalvarado]

Hi Aravind,

The difference should be the same. To be sure... would you mind providing one or more screenshots of where the scenario where the agent selects a "case/incident" to make sure we're referring to the same?

Thanks,

Berny

[Aravind31]

Refer this screenshot as of now.but we can able to see in chat box as a agent solve/giving hands to customer when customer could able to ask help from customer portal.in reference video, speaker solving the issue by creating as Case which was email issues. bernyalvarado.