Question regarding Service Catalog vs Incident templates
Where do the incident templates show up for the user? For example, I have the service catalog configured with many catalogs. Examples include IT Admin Systems and Email, Phone, Instant Messaging. These Service Catalog templates all seem to be defaulted to service requests. When configuring a new Service Catalog, I do not see an option to make a Service Catalog an incident rather than a service request.
So when the user logs in, how do they submit a "hardware" incident rather than a service request? Or, does the "incident" still exist? Under the Admin tab, I can see there is an icon for Incident Templates but all of those templates show up under the Other category in the Service Catalog. So if a user finds something is not working with Hardware (incident), how would they know that they are supposed to click the Other category in the Service Catalog to find the Hardware incident rather than clicking the large, prominently displayed Hardware heading/icon in the Service Catalog?
So when the user logs in, how do they submit a "hardware" incident rather than a service request? Or, does the "incident" still exist? Under the Admin tab, I can see there is an icon for Incident Templates but all of those templates show up under the Other category in the Service Catalog. So if a user finds something is not working with Hardware (incident), how would they know that they are supposed to click the Other category in the Service Catalog to find the Hardware incident rather than clicking the large, prominently displayed Hardware heading/icon in the Service Catalog?