Allow Service Desk to create Incidents

Release notes

Currently the Service Desk creates an issue type. Issue types can't be changed to Incidents (related: #268370 (closed)). It would seem logical that most types of things reported into a Service Desk would be an Incident.

Problem to solve

Align Incidents, Issues, and Service Desk.

Intended users

• Cameron (Compliance Manager)
• Parker (Product Manager)
• Rachel (Release Manager)
• Allison (Application Ops)

User experience goal

To effectively track customer and non-Gitlab user bugs.

Proposal

I can think of three options:

1. Default to creating an Incident instead of an issue. I think this makes more sense.
2. Allow the user to configure what the Service Desk creates in General settings.
3. Solve this issue instead: #268370 (closed)

Further details

The main benefit is assigning a similar triage process for Service Desk reported Incidents. Since they are issues they do not have the Severity value. Currently, as a user, I would have to manually translate the Issue to an incident.

Permissions and Security

Documentation

Availability & Testing

What does success look like, and how can we measure that?

What is the type of buyer?

Is this a cross-stage feature?

Links / references