I noticed on the planning tab that when you link tickets to it they all display as incidents when requests are equally initiators of the change management process

I think the term incidents here misleads technicians to only link incidents thinking that's all that should be associated to a change; when in fact the linkage should be for any incident or request.

I suggest altering that language of incicent to something like "Incident / Requests" or using splitting it into three categories: Problem Incident Request