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Chatbot checks the Knowledge Base articles and can help you to resolve your issue without raising a ticket.

You want to use an application which is not available today, or not running as usual, or the data has not refreshed correctly => This is an Incident
You want to change a calculation rule, or to add a new field in a report, or a new analysis axis in a dashboard => This is an Evolution | Small Enhancement (Change Request)
You want to promote your project in production, or receive advise on our technologies, or a new connection => This is a Service Request
You want to access a dashboard, or set of BW queries, or a Dataiku project => This is an Access Management Request