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Object documentationMessage Types in IT Service Management Locate this document in the navigation structure

 

Message

Message is the collective term for the IT service management transaction types.

This information describes events (incidents) or causes (problems) that are not an integral part of the standard IT service process and impair it, as well as describes requests with which customers request services.

Incident

An incident is an occurrence that is not a standard part of a service, and impairs the quality of a service.

Business transaction that captures this information.

Problem

A problem is a usually unknown cause of one or more incidents.

Business transaction that captures this information.

A problem message can summarize a number of incident messages that report the same problem.

Service request

A service request is a user request for a specified service, for example resetting a password, or moving hardware.

Business transaction that captures this information.

 

The message can contain different information, depending on the transaction type. There are different templates for incidents, problems, and service requests.

More Information

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