Hi all,
I've just rebuilt our NSD appliance, and have it up and running, primarily with 'incident' support.

We have a small team (for this appliance, we have 2 categories, and 1 tech per category). I'm trying to work out whether there is any benefit to using Incidents vs Service requests. We don't have the full ITIL stuff, so have no need to dig into that side. Our primary requirement is a helpdesk system that allows jobs to be created, tracked, and followed up, and eventually Closed.

If I have both Incidents and Service Requests, they seem to be listed on separate screens, from a Technician perspective. We need a 'single pane of glass' so a tech can see any issues he (or his team, since he is the only member) has.

I'd appreciate any thoughts on what others have done.