Is there anything that can be done to hide the default request (new incident) entirely?
Is there a way to hide or even rename the default request, new incident request from technicians? I already have it hidden from requestors via the self service portal settings. However, I believe it will cause many incorrectly cataloged requests by the technicians as well. This is because the new incident template is right at the top of the drop down when techs click the arrow next to the request catalog. They have to actually click the words on the request catalog button to access the RC templates. Also, since RC templates can be created as service requests or incidents, there really is no reason to have a defautl request that is an incident that cant be hidden.