We currently have our requests setup so the user picks the category (service action) they would like to raise a ticket against e.g. Account Changes / Devices and Equipment. Within these we have CMDB items which relate to the associated request types.

What we experience, with a number of requests potentially falling into more than 1 category, the wrong service action and request is logged. What would be great is to be able to change the service action / screen set on the request, enabling us to update to the correct option(s) and then return the task back to the requestor to provide the information we require for the respective request type.

Without this we have to reject/close the request and ask the user to re-log using the correct option available.