(Originally posted on 13, June 2016)
Change auto-emails to refer to "Tickets" rather than "Incidents" (these emails are sent for both Service Catalogue and Incident tickets).
This is confusing employees who raise a "Service Request" (i.e. Service Catalog item) and then get a notification that they can view their "Incident".
Changing text to say "View Ticket #...? instead of "View Incident #...? would be more accurate (and more ITIL).
|What problem will this feature solve?:|