The problem seems to be is at one point I think I understand what I need to enter in..say Category, but then when making tickets I find it does not make sense anymore.

I can't seem to find hardly any examples out there.  There are some that provide a good start, but I would really like some real world examples if possible.

What kinds of Incident templates do people use?  Do you have more reply templates then actual incident templates?

Could anyone point out a Detailed example of a production setup of ServiceDesk Plus?  OR anyone able to provide screen shots of their setups that have worked for them?

I think I have tried to invent the wheel numerous times now and need more guidance.  Thanks