Hi, I need to discuss about the below scenario in Incident Management: If an end user have submitted Service request as an Incident or vise versa then what would be the best way to deal with these kind of situation. Also what should be the process
If Incident was submitted as Service Request (or vice versa) it should be re-routed right at the beginning i.e. before further activities take place. This means that, usually Service Desk staff or technician who took over the ticket, should change Incident into Service Request (or vice versa) and "send" it to the right process.