I finally realized the difference between service requests and incidents. Having worked with it a while now, I think the difference needs to be more apparent in the UI and make it available to requesters.
We are rolling out service catalogue soon, Brian. Once that is out, requesters can directly opt for service requests based on the SLAs.
Would this help?
Narain, I'm really interested in seeing the Service Catalog capability; looking forward to it's release.
I've noticed in other topics that you have offered to email your roadmap to requesters, could I get a copy?
We'll be rolling out service catalogue soon enough, John.
I shall mail you the roadmap right away. :)
Could you email me the roadmap too?
The service catalog is great, but this feature is still needed. 1) not everyone will have the premium version with service catalog and 2) it's really nice to see on the main ticket list which is which quickly and visually.
Please could I also have a copy of the Roadmap?