Whenenver End User(Employee) logs ticket , normally he does not have idea to fill details in Incident or Request page like Incident Area, Summary, Description. Whenever user moves his/her mouse on these fields , a mouse over preview or field name display which is same as field name. It should be customization and we can add description to every specific fields like for the Summary, it should display like short sentence of the problem. And for Incident Area , Problem categorization or something as per customer requirement.
It will help the end user to fill all the form details at the time of ticket logging.