Hello,

 

Many of our users are unable to distinguish the difference between an 'incident' and a 'service request' when using our self service portal to log a request.

Despite help text sitting beside the large icons on the portal homepage, we regularly have service requests logged as incidents - maybe because it's the first icon they see.

 

To reduce this problem I decided to track the source image of the incident icon and replaced it with something that was obviously to be selected when something was wrong - a big, red exclamation mark I think.

My problem is that next time I did an upgrade, the icon reverted back to the original.

 

Could anyone advise on how I can use a custom image for the self service home page, and have it remain in place after an upgrade?

 

Otherwise ManageEngine, perhaps the out of the box image for an incident could be updated to be something a little more obvious?

 

 

Many thanks,

Frank