Customer raising either Incident or Service Request

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Introduction In creating a Progressive capture for an Incident, you might want to branch from one Progressive Capture to another as outlined on https://wiki.hornbill.com/index.php/Switch_Between_Progressive_Captures or you might wish to give the customer the option of raising either an Incident to Service Request. For example, a customer may access the portal with the desire to log an Incident if they have an issue with an existing service or the option to raise a Service Request regarding a service they wish to request.

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Customer raising either Incident or Service Request

In such a scenario, it would be best to use the catalog items against the services. For the Incident, use one Service and catalog Item pertaining to Incidents and for the Service Request, use either the same service and a different catalog item or another service altogether. It all depends on the configuration you choose in the Service.

One service can have a Catalog Item specifically for raising Incidents.

The same service can have a Catalog Item that can be used for raising Service Requests.

So depending on the customer's issue they can either use one catalog item or the other to raise either an Incident or Service Request.