I was wondering if you could implement Dynamic Fields in an incident template.
A user\technician is creating a new request and chooses a group, we have General IT support, Cad Support, Sharepoint Support and Infor Support.
Depending on what group they choose the category option appears, then after selecting a category the correct subcategory appears.
Another upside of this is that you can make a subcategory and assign it to multiple categories instead of how it is now.
i hope you could do something with it.