We are using your product with the enterprise version of Service Desk plus. I would like to check with you on the below queries for some customization. Please let me know if these can be done.

 1.       Once clicked on the Request module, the option shows as to create a “New Incident” . Requests & Incidents are two different things and we need to differentiate them. Is there any way possible to rename or add additional header fields?

Ex1: The top header shows the module name as  “ Helpdesk or Service Desk” instead of just “Requests” and once clicked on it , we need to see two options “ New Request” & “ New Incident”

Ex2: The top header can still show “Requests” with request templates & add one more module “INCIDENTS” with Incident templates alone.

NOTE : I know that we have some tabs named “ Incident Catalog” & “Service Catalog” but I am not really comfortable in its visibility as it can lead to confusions.  

2.      The ID number associated with each ticket displays or identified only with the numbers. Is there any way possible to add a Pre-fix to it accordingly so we can differentiate between Incidents, Requests, Problems, PO, Tasks, Self Service portal tickets etc.

EX: Incident tickets can have the ID number starts with INC***, Requests with REQ***, Problem with PB**, Tasks with TASK** etc.

I can understand that there are few other ways to differentiate them with the options Request type or Mode. But this is not much helpful when comes to reporting for accuracy and we may need to do lots of manual work.