It is vital to use the correct channel to ensure your request is routed to the right team.
Service Orders: These represent predefined operational actions found in the Service Catalog (e.g., "Please change this DNS record," "Update a license," or "Reboot a server"). They follow a fulfilment workflow and are tracked in the Orders section .
Support Cases: These are used when something is broken or behaving unexpectedly (e.g., "Teams is down," "I see an error message"). They follow an incident resolution workflow and are tracked in the Cases section .