Objectives:
- To describe each of the 3 issue types for which a ticket is submitted.
- That the Requester understands how to differentiate between types of issues.
Types of Issue
- Consult: It is the request for information about functionality on the platform. They are used to clarify doubts about how something works, or why something is the way it is. Such an inquiry is essential on a user level.
- Incident: It is the unplanned interruption of an IT service or the reduction of the quality of an IT service. This can be an unwanted behavior on the platform or a bug.
- Feedback: it is the process by which the user provides opinions on how the platform can be improved.