Creating Incident Offerings
Background, the Cireson portal I nurture services IT functions for IT professionals (think massive multi-conglomerate); a bit meta with a dash of Inception I agree. We are now in the process of finishing up bonding together our SCSM ticketing system with an external vendors who use other service management solutions; in which we sync tickets between our systems allowing for multi-source vendor management through a single interface that is the Cireson portal. The issue is my customers (non-analysts) will have the need to create incidents that will be sent to our external vendors to handle. The problem I run into is the only way to create the frontispiece in the Cireson portal is by creating request offerings which can only take service request templates and not incident templates in SCSM.