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Incident Catalog

It would be awesome if there was a catalog for incident tickets, rather then relying on custom forms and dynamic rules that require a user to pick a specific category and subcategory to have a incident ticket for a specific peice of software.

Like if someone needs help with outlook, they can click the outlook option.

I don't want to use a service request form for an incident as they should be tracked separately, and having a separate incident catalog would work perfectly.

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Comments

TheZeak

@deric.hensel This may be a overhaul for you as it was for us also to get around this limitation we acutely streamlined our Category & SubCats and in a few cases spun up custom Cat 3 were we needed extra detail for reporting.

So in our case Category defines if its a Request, Incident, Change, Or system alert. Doing this allows us to use the Service Catalog items for either Request, Incident, or Change request tickets.

Along with this we revamped our front portal with a few Hot Topic buttons to allow for fast user submission using Service catalog items.