Incident Management Practical By Samson Tanimawo, PhD Published Jan 18, 2026 4 min read

Non-Incident Tickets: Don't Confuse Them With Incidents

Customer tickets aren't all incidents. The discipline that separates.

Sort

Single user issue: ticket. Multiple users: investigate; possibly incident.

Pattern emerging: declare incident.

5+ similar tickets in 1 hour. Probably incident.

Trend over 24 hours. Possibly an incident class.

Calling everything an incident. Devalues the term.

Ignoring multi-customer issues. Real incidents hide there.