Complaint
A formal expression of dissatisfaction by a customer or user about the quality of a service or product.
Incident
An Incident is defined as an unplanned interruption or reduction in quality of services (a Service Interruption).
Inquiry
A request for information or guidance for services.
Issue
Any problem or incident that is impacting the performance or availability of a service.
Report
A report is a document that provides information on the performance and status of services and processes. For example, a user report an incident of vandalism. It is a reduction in the quality of the physical environment. It is appropriate to file a report to notify the responsible party.
Request
A formal request from users requesting Services.
Suggestion
A recommendation or idea from a user or customer about how to improve a service, process, or system.
