Hi James,
Sorry for taking a while to get back to you.
Yes I was referring to the Service Portal. Apologies, I must have started typing ticket types and continued onto Problems without thinking!
To me, it just feels a bit counter-intuitive. As a worked example, we are currently re-designing our Service Catalogue (in the ITIL sense of the word "service") and will probably end up with 15 - 20 services. For incidents, in particular, it seems inefficient to have 20 services displayed on the portal, with each one having an incident request catalogue entry underneath it. Wouldn't it be easier to have one big "Something's wrong, help!" button on the Service Portal and then as part of the BPM it is linked to the relevant service?
As a workaround at the moment we have a "Whats not working?" service, which is then linked to the service that is impact. However, that in itself causes a bit of a reporting headache as some ticket types are logged directly against a service and others are linked to a service.
Thanks,
Mike