E-mail systems, unlike instant messaging systems, do provide capabilities of an incident management system, so analysts aren't typically required to record any status updates obtained via e-mail in the service desk's incident management system.

Question

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E-mail systems do not inherently provide the capabilities of an incident management system. Analysts are typically required to record status updates and relevant information obtained via e-mail in the service desk's incident management system to ensure proper tracking and resolution of incidents.

E-Mail Systems, Unlike Instant Messaging Systems, Do Provide Capabilities of an Incident