You use this object to report an incident to the service desk when something in the infrastructure is not working as expected. Either the user or the service desk agent creates the incident transaction.

A service desk agent then prioritizes the incident and searches for a related knowledge article that might provide a solution or workaround. If the agent cannot find an appropriate solution or workaround, they dispatch and track the incident until a solution is found.

Within service management, incident transactions are based on the service request business object. For more information, see Service Request.