Incident Management 
Incident Management includes the following tasks:
As a user or customer, you can create support message and display and reply to solutions suggested by support.
As a support employee, you can edit and administer support messages.
Features
There are various ways of using the Incident Management functions:
As a support employee and as user or customer, you have the following options:
Use the Incident Management Work Center to work in Solution Manager
Use the transaction-based Service Desk
Recommendation
Use the more transparent Work Center Incident Management in Solution Manager. It replaces the Service Desk but you can still use the Service Desk.
Workcenter Incident Management is a web-based communication center that enables problem reporters and support employees to communicate directly. The exchange is no longer dependent on e-mails as in the Service Desk.
Note
Only the Service Desk covers the full functionality of Incident Management including, for example, the updating of the solution database. You can execute such extended functionalities of the Service Desk in Work Center Incident Management in expert mode, if you have the authorization to do so.
For the support of non-SAP applications you can continue using an external service desk of a third party provider or the Standard Service Desk via an extended license (Service Desk XT).