What's the best way to deal with users selecting the wrong request type in self service?

[AlexOnTheHill]

I am in the process developing the default capture for incidents and requests and users will always be able to select the wrong option.

I can put the most helpful service name and description and people will always find it hard to discern what is an incident and what is a service request.

I was thinking that perhaps I give users a selection of options once they are in a capture and if the options they pick or free text they enter into a 'none of the above' field I can then use the workflow to determine whether the request type is correct and change accordingly.

I don't think this is possible at present (I tested with an auto-task) so I have decided to put up a link to the correct capture if the request looks like an incident and vice versa.

Are there better options available?

[Berto2002]

It's the perennial issue that goes to the core of the Hornbill design: The Service and Request Type are core to set right up-front.

However, how about having just a generic cat item with a generic form in a generic services that fires into an Incident and then always have a Human Task for triage in which your first line make the choice. The "It's an Incident" just continues with the IN as logged but the "It's a Request" choice logs a new SR with all the same information etc and cancels the original. Only then do you send an email to the Customer with confirmation of their Request reference. This approach relies on your triage being prompt to make that choice and you not needing any of the things that cannot be either included when creating a 'copy' or added afterwards.

We use this for our schools support where 'tickets' coming-in through inbound rules as IN every time and we triage them to SR if necessary as above.

[GJ06]

Yeah it's something we all experience and always will I think.

We have dedicated triage on self-service tickets each day and we have custom buttons to convert from IN to SR or vice versa.

We can't expect our users to know ITIL, sometimes I struggle to guess the "correct" request type based on a users ticket.