Cannot edit incident that was created from service catalog item

Idea created by 7305678 on May 25, 2016
    Under Consideration
    Score90

    (Originally posted on 11, February 2015)

    So, we're trying to use a service catalog item for users to request Verizon Wireless device/plan changes.  The form we created works fine, and when you click the details to view it looks ok.  The problem is in the email notification you cannot see any details on the request.  Also, if you need to change anything about the request...ex: phone size change from 16gb to 64gb, you cannot.  When you click EDIT INCIDENT, the unlocked incident screen is basically empty besides the description (which is canned as part of the service catalog item). See screenshots showing comment only view, vs. edit view.

     

    What problem will this feature solve?: