I can see from the SDP demo that in line with ITIL v3, your product separates out Incidents to Service Requests up to a point.  However, it seems that to be classed as Service Request, the request has to be raised via the Service Catalogue.

 

However, I can see a couple of issues with this. In the Request Module, there is the option to open a default Incident.  Is it possible to do the same with a Service Request?

 

I can also see an issue if a user requests a service via email.  The request will then be logged automatically as an Incident.  Is it possible to convert an Incident into a Service Request?

 

The main issue is that this means that we cannot accurately report on Incidents & Service Requests as separate entities.