Thanks Dave. Thats really useful.
I already had those docs in my back pack for reading on the train to work - very sad, but also quite exiting to do new stuff. Anyway, it shows we are on the right track for doing our research.
I have also found LANDesk Service Desk 7.5: Part 1 - Self Service - YouTube videos from Andy Parker at LANDesk. In video number 1, he shows the sort of Self Service incident screen we would like to use and mentions use of templates. We are using templates for the hot topics our analysts use - they have preset text, incident categories etc.
Is Andy's approach the same as you are suggesting above with finding the incident windows, doing a copy and deleting fields? I have just experimented setting "show on window" to false a field, and miraculously, it does not appear! Can I preset a value in a field like an incident category and then hide it? If so, How do I do that?
Thanks for your help so far Dave. Its progressing.
Chris