Currently, the only way to identify if an incident is an incident and not a service request is to click on Actions to see what the conversion option is. This means that when triage teams don't convert tickets correctly, it is not apparent until a ticket breaches the wrong SLA. We are then unable to remove this from the incident which affects our stats.
Option 1 would be to have the correct label display on the Incident Page, preferably colour code to attract attention:
Option 2 would be to allow administrators to remove breach flags on the occasions where an incident is incorrectly classified.
Both would be wonderful!
