New Incident and self service resolutions
I would like to see in Service desk. When an end-user creates an incident and clicks on submit, they are redirected to the solutions page to the resolutions that matches the end users issue. If the solutions page does not provide the answer then they can submit the incident. This would cut down on time for a technician to investigate. The end-user could resolve the issue him or herself. I see many websites that offer this. The user would enter a question or statement, redirected to a knowledgebase. If the knowledge base does not supply the resolution the end user can submit the ticket.