Service Request Vs Incident

[David Moore]

I have a problem where a lot our users will create a service request that are incidents. Do anybody else deal with this and how do you manage it?

[Allen Andreas]

Hello,

This is a basic problem everyone faces at one time or another.

The big things are that you need to help make it easy for users to submit a ticket and then ensure the branding and communications are clear as to when they pick one or the other.

If you put your request and incident buttons close together, but it's not clear when to use one or the other, you can cause the end-users to be confused (this is just one example).

We don't know your messaging to users or how you have your portal and other things setup...so the above is just basic guidance.

You can also search the forum for other conversations related to this topic, as again, it's pretty common and there's been great info posted out there.

Please mark reply as Helpful/Correct, if applicable. Thanks!