Simple ITIL aligned service desk

[Simon Teppett]

My Service desk manager has asked if we could change our JSD in order to simplify the interface for our customers. 

He has suggested we just have 2 options :

• Report a problem
• Request a change

The service desk team would then determine which issue type (and associated workflow) would apply to the ticket and update it accordingly. 

The problem that I have with this is that the process of changing the issue type involves moving through 4 screens which feels very cumbersome.

Has anyone done something similar and if so could they offer any suggestions?

Thanks

[Nic Brough -Adaptavist-]

The best thing you can do is correct the mismatch.  Stop changing the issue type and have your request types mapped correctly so that agents don't have to do it.