Major Newbie here.
Currently we are using Service desk 7.3, but we are only utilising Incident Management. We treat all emails from end users to the Service Desk as incidents regardless whether they are Service Requests or Incidents.
We are moving towards v7.5 soon and are looking at dealing with our service requests 'properly' with a view to eventually incorporate self service and service catalogue.
We would need the ability to change an incident to a request and vice versa.
I would like some advice of what is the most simple way to deal with service requests. Do you use a separate process?, would just two high level categories suffice?
Apologies for the newbie style!