Re: I selected rich incident as default in incident mang. and it show up fine in the console view, now I'd like to get it to show up in the web desk. i selected short cut manager, helpdesk for web desk shortcut bar, new incident, modify and selected rich

I can't see what the rest of the issue is in your title as it is cut off.  However, I will assume you cant see the form you want in Webdesk.  In the Windows Manager, you need to click the form you want and enable it for web access.  You might also have a view set to show something different, in that case you need to look at the view rules within the Windows Manager also.