Hi,
We have many users who select to open a new request and then click on the ‘New Issue’ button.
As a result we have tons of incidents which should be Service Requests.
Hardly any users know the true difference between a Service Request / Incident and neither do they really care. Not only this but the interface is confusing for ALL of our users. They shouldn’t have to watch a video to know how to user a Service Desk to raise a request! In my opinion the interface is very confusing for all users. It’s not wizard driven enough.
At the moment they don’t know whether to click on New Issue or choose an option from the Service Request templates. Giving a user a quick choice from the outset (Request OR Incident) should then present the user with either the appropriate templates, or if the appropriate template does not exists then to raise a generic Incident or Service Request. The admins can then change the appropriate fields after the user has raised their request.
Not clearly seperating this choices - Incident / Service Request is asking for problems ;)
It’s made far worse by merging the Service Request templates with the Incident templates in the Request Catalog drop down!
So, how do I convert an incident to a Service Request, and Visa Versa, and are there any plans in the future to make the user interface more obvious to the user. At least some very clear seperation between Service Requests and Incidents.
Thanks,
John