Directing users to report an Incident or Request a Service

[jdonily]

I'm looking for examples of how other companies have set up their options to Report an Incident or Request a Service. Currently we have a widget on the home page (Report an Incident and Request IT Support - generic request) and our users are defaulting to use Request IT Support for everything that isn't an Incident instead of navigating through the topics to the required request type.

[bammar]

Eventually you would want to set up a Service Catalog where users input their requests/incident via different catalog items. How you start is analyze say the top 10  requests/ incidents types and make a dedicated catalog item for each. So if PW reset is 24 percent of all submissions users natuarlly searching for a pw reset would find the dedicated item- this in and of itself takes away the initial decision. To us as devs/admins they are requests and incidents but to the user that isnt privy to ITIL they dont think like that so you may eve consider  consolidation of that initial Catch all item Request/Incident and just list everything in same place. As the catalog grows, the catch all should be the last resort. There are many solutions but hope that helps

[jdonily]

We have multiple topics and catalogs, however they are not going past the first page with the list of topics. They just stop at Report an Incident, Request IT Support.