First, let's explain the difference between Incident and Evolution:

INCIDENT Request: 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.

EVOLUTION Request: You will create an evolution 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.

• 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