What is the difference between Case ticket in Customer service management and Incident ticket?

[ashish211]

What is the difference between Case ticket in Customer service management and   Incident ticket?

Why we need case when we have Incident option available?

[phanindra1 · Accepted solution]

Case is a generalized term for all type of customer tickets. It can be referring to issues or requests or Inquiries.

On the other hand, incidents are used only/primarily for issues.

[Pradeep Sharma]

Hi Ashish,

CSM : The customer service case is the primary entity of the customer service application.

Case activities include any action that is taken to resolve an issue. This can include phone calls or emails, knowledge base research, conversations with subject matter experts, and dispatch requests to field service agents, as well as other activities.

Customer Service Management

Incident Management : The ServiceNow platform supports the incident management process with the ability to log incidents, classify according to impact and urgency, assign to appropriate groups, escalate, and manage through to resolution and reporting. Any ESS user can log in to ServiceNow to record the incident and track it through the entire incident life cycle until service has been restored and the issue has been completely resolved.

http://wiki.servicenow.com/index.php?title=Incident_Management#gsc.tab=0