Well I figured since the SDP tech support team isn't going to reply to my support request, maybe I'll have better luck with the forums.  Here's the problem:

 

We are excited for the new features in 8.1 and are ready to upgrade however we first ran a test environment to pinpoint any possible problems.  In doing this we have noticed that our incident templates and service templates do not merge properly in the user portal, even though we have selected for them to merge in the Admin.  Basically we have Service Categories that don't have and actual "service template" in them.  They do however have incident templates that are defaulted to that service category.  For those categories, my incident templates don't show up in the user portal after clicking "submit your request". 

 

If the Service Category has active service templates in it, the category shows up whether there are incident templates or not, and if there are incident templates they show up too.  The request catalog drop down does show all of the categories however we are trying to simplify for the end user not complicate.  

 

Please let me know if you have encountered this and were able to resolve...   I'm a little lost on this one and SDP support isn't helping.  I've opened 2 tickets over the phone with them (the first they didn't log).  Now they don't even reply to emails asking for status updates....

 

Thanks,

Matt