The New Ticket menu on the Service Portal will allow you to create a new incident or a help desk ticket within SolarWinds. After searching the Service Catalog and Solutions menu, if you are unable to find the results you are looking for you can log an incident to request help from your organization.
An incident should only be created when there is no Service Catalog item available or when you have a break/fix issue. For example, if you come across:
a broken printer
or an application that will not load properly
you would create a new incident.
To ensure time efficient resolution, please provide as much information as possible in the New ticket window. This decreases back and forth correspondence.