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