Message Types in IT Service Management
Message
Message is the collective term for the IT service management transaction types.
Incident
An incident is an event that is not part of the standard operation of a service, and that impairs the quality of that 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.
Processors use problems to group a number of incident messages to detect their common cause.
Service request
In a service request, a user requests a specified service, for example resetting a password, or moving hardware.
Business transaction that captures this information.
Service order
Users issue service orders to order several items or services from a service catalog.
Knowledge article
Processors create knowledge articles to provide information about a subject, usually about resolving incidents.
Operations task
Operations tasks are used to manage recurring tasks.
The message can contain different information, depending on the transaction type. For most transaction types, templates can be configured.
More Information
For more information about typical workflows for the transaction types in IT Service Management, see Message Processing.
For more information about configuring transaction types for IT Service Management, see SAP Solution Manager Configuration, IT Service Management scenario, step 
Perform Standard Configuration
Maintain Transaction Types
.
For more information about transaction types in SAP Customer Relationship Management, see the SAP Library for SAP Customer Relationship Management in the SAP Help Portal, under http://help.sap.com/crm
<current release>
Application Help
<language>
Basic Functions
Business Transaction