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You will create an Incident when the application is not working anymore or has an abnormal behavior, like missing data which used to be available in the past, very long response time, something which worked in the past and not anymore.

You will create an Evolution/Change Request in two situations:

  1. When you have a small change in something which already exists, without changing the current scope. For example, change some format in a report or dashboard, make available data in the report....
  2. When you need something new, even if it is in an existing application like to create or duplicate a BW query, add a new KPI in a dashboard. For this one, it is subject to validation under the TSA (Transactional Service Agreement) rules. Please refer to this communication to better understand.

  3. You will create an Access Request when you need access to a dashboard, BW query, Dataiku project, etc.

  4. You will create a Service Request when you need any other kind of support from DA&AI platform.