Incident vs Service Request. When to use and how to train users?

[sncubs]

We have constant issues with users not understanding when to open an Incident record verses when to open a Service Request. We have documented that an Incident record is used when something is broken and needs to be fixed. Use a Service Request when you need something such as a phone, server,laptop, etc. Any training secrets that clearly explained this to non-IT users would be appreciated.

[sachin_namjoshi]

Instead of giving direct access to user to create SR/INC, you can configure catatog items, record producers\

Fulfillment of these catalog items and record producers will be containing logic to create SR or incident based on users' input to question.

Regards,

Sachin

[Travers M]

I'm curious to see the answers here as well.   In my experiences it seems that if you find a way to make sure they do it "right" then they find a different way to do it "wrong".   Unless you have an entire organization that's versed in the ITIL terminologies, I think this will be a fight you'll be fighting for a long time.  

I do like Sachin's idea of having one form that creates a record based on selections, but how do you pin that down to work so things don't still end up in the wrong place?   Is it broke or do you need to order something?     Well, what if I need to order something because something is broken?   I think it becomes more clear to the end users as time goes on

[Brent Sutton]

Hi Greg,

We face the same issue with users creating service requests instead of incidents.

We mitigated the issue by including a "Something broken" record producer in all Service Catalog categories and included a "Something Broken" quick link prominently on the Service Portal index page. When users do select the wrong request type we allow our itil users to convert it to an Incident using a custom UI Action. I have outlined how to create this UI Action here - Convert an RITM to an Incident

Hope this helps,

Brent

[Marc A Love]

Like Brent and others have mentioned...we went the route of big buttons on the portal "I Need Something" -- a request and "Something is Broken" -- an incident.   Not perfect..but definitely more user friendly on the terminology.

ML