List Default template with other Incident Templates in Request Catalog

List Default template with other Incident Templates in Request Catalog

Background

  • We're using SDP 9.2 Standard (so no Service Catalog)
  • We have a few different Inicident Templates, some of which are visible to Requesters
  • We do not disable the "Default Template" for users, and 99% of our requests use this template

Usability Issue

When a Requestor clicks the big "Submit your request" button on their homepage:

They are presented with the "Request Catalog / Template Categories" screen:

The problem here is that most of them miss the "New Request" button as their instinct is to look in the main list. This leads them to pick a random template which, in some cases, has lead to requests in completely the wrong queue and getting missed.

A better design would be to have the Default template listed alongside the other templates and no New Request button. Something like this:

Can this be done?

Actually, I'm aware I'm halfway there with what I've done for the mockup above. I could create a custom "Default" template as above and then hide the real default template from users using the Self-Service Portal settings, but that would lead to portal-created requests and email-created requests having different Incident templates, which I don't want.

So, I'm really looking for a UI change.

Thanks,
Richard

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