Side Note: One of the annoying aspects of ServiceDesk are the feature differences between incident and request based templates. While I understand the ITIL based separation/justification for this, the trade-offs I have to make between the two template types is often very frustrating. 

Examples:

1) I often need multi-select fields or radio buttons on an incident form but these are only available if you use the request template "resource info" area

2) I can't measure "response" time unless I use an incident template but I actually do have request types that the business wants a response time measured on-- Sadly these templates leverage request info field types so I can't "cheat" and use an incident template and mark request type as "request"