In the Service Desk we have Incidents, Change Requests and Problems.
But lets say we receive a wish for some new hardware to a enduser, or someone wants access to a folder on our fileshare. This is not a Incident. I just want to know what you consider the best practice for handling those sort of cases.
You are correct in 8.5 it will be consider as an incident even thought is shouldn’t.
In SysAid SysAid's 9th Generation Available currently for Cloud Users we have implemented request that address your need.
Please review under the below link FR#9596