When an agent hits the + button to create a new ticket, it always creates an incident. It would be nice if the agent had an option between Incident and Service Request when pressing this button.
Tickets come in from phone or walk-ins, which agents have to enter. These tickets are not always incidents, and creating a new Service Request from this view would require many steps (going into the Service Catalog, finding the service you want, and hitting "Request", or going to the Portal View and requesting there.) Allowing a new Service Request via the + button would simplify this process quite a bit.
Even the + button at the top of the screen does not give the option to create a new Service Request. Only an Incident is available from there as well.
