• Customer: All customers of the case organization.
• Product: All products of the case organization.
• Type: Different types of cases (for example incident,
problem, change request or known error).
• Project: All projects of the case organization
• Service Desk: SD of the case organization.
• Assigned to: The person who is responsible of the case.
• Classification: All cases are classified (for example
error in program, hardware problem or error in documentation).