Feature request - make the user request journey more intuative
Problem:
End user incorrectly chooses an Incident template instead or Service Catalog, or Visa Versa. This then reflects badly in the reporting as it looks as if the Service Desk team are just dealing with Incidents all day long instead of Service Catalog requests. Especially when the user clicks on the 'New Incident' button.
The current user interface for raising new requests is just too messy. It's not clear enough as to what they should be selecting.
It's confusing enough for admins to raise a ticket, let alone users. Especially when a lot of our users are web usability consultants, and even they can raise the correct requests type's!
I think this is saying something Manage Engine ;)
Workaround/s:
1. Set 'Disable default request template for requesters' to
true in the Self Service Portal settings
* No good as this still doesn't stop the user from selecting the incorrect template - especially when they are poorly merged in the Request Catalog drop-down.
2. Use the new Convert Incident to Service Request feature (coming in further release)
* No good as we want to prevent this from happening. Not fix it all the time. - We'd need to employee someone just to sit down all day long an convert requests!
Suggested feature:
Make it
very clear from the outset of the users journey on the Service Desk that they must choose from an Incident or Service Catalog Request. If the appropriate template is then not available for the user, then let the user choose to request a new Service Catalog request from a blank template, or an Incident from a blank template.