Service Desk administrators need to be able to map the "New incident" and "Create Ticket" buttons to our own Service catalog items.
My organization has created a single dynamic form that, using form logic, creates a decision tree to guide the user into the proper workflow for their needs.
Their ticket/incident/request may require approvals, or tasks, to be created. This limits all end-user ticket submissions to a single URL.
Our issue is that Service Desk prominently, or exclusively in the Teams app, displays a spartan "new incident" (+) or "Create Ticket" button. This unused form causes confusion for our users and problems for our Service Desk. When a user submits a ticket using the "new incident" (+) button in the top-right corner of the web interface, or the "Create Ticket" button in the MS Teams chat bot app, the service desk must either recreate the request in the proper form or instruct the user to do so. This wastes time and provokes the ire of the end user. I've heard "If we're not supposed to use that link, then why do you put it there!?!" on several occasions.
(above) New incident button in the user interface solarwinds.com
(below) "Create Ticket" button in the Solarwinds Service Desk app for MS Teams
Service Desk administrators need to be able to map both the "New incident" and "Create Ticket" buttons to our own Service catalog items as everyone's workflow needs are different.
