incident
termops culturesecurity
An unplanned interruption or reduction in quality of a service, as distinct from a request for something new.
The distinction matters because the two need different queues and different clocks. Treating a request as an incident inflates the numbers; treating an incident as a request buries it. Where the two are logged in the same system, the classification is usually the first thing to get wrong.
Also known as: service incident, outage