Enable Incident Entry in Self-Service-Portal

Due to processing by IBM, this request was reassigned to have the following updated attributes:
Brand - Cloud
Product family - Workload Automation and Control Desk
Product - IBM Control Desk

For recording keeping, the previous attributes were:
Brand - WebSphere
Product family - ITSM Automation and Control Desk
Product - IBM Control Desk

This is a lacking feature that all of our customers request when enabling Self Service. Would be very appreciated if this gets into the final product.

Due to processing by IBM, this request was reassigned to have the following updated attributes:
Brand - WebSphere
Product family - ITSM Automation and Control Desk
Product - IBM Control Desk

For recording keeping, the previous attributes were:
Brand - Tivoli
Product family - Asset Management
Product - IBM Control Desk

I see value in potentially having a holding Ticket class for the self submitted requests and then an agent determining the actual class to use (SR or INCIDENT), as other help desk systems do this already, but I definitely don't want end users being able to send in Incidents directly as their idea of an incident is often different than what's been established (IE them forgetting their password is not an incident that goes against our SLA, their application being down is).

I think if a holding ticket class isn't an option and you choose to enable self service users to create incidents, then it needs to be configurable similar to the other options on self service portal so it can be turned off (or ideally, turned on when needed but off by default).