Hello team,
I would like to share with you a very common scenario unfortunately. Many customers (especially where there is no ITIL culture) are not comfortable with the split between Incident and Service Request, i.e. they think that requesters get confused and ask us for a single Service Request catalog with the double choice so that for each object in the catalog the requester has the option to report an issue or make a request. 
Technically this would not be a problem, the only limitation is that you would lose the solution suggester present in the Incident module (you can do without it) but most importantly, the Paragraph fields in the Service Items do not have HTML formatting so you cannot paste screenshots (very common for issues) but only attach physical files (inconvenient).
Are we the only ones with this situation? Couldn't the description field common to all service requests be added (perhaps deciding to enable it or not?) In roadmap by any chance is there provision for the Description field to accept screenshots?
Please let me know if there are other ways to handle this.
For a recap:
Instead of having the requester choose on the homepage whether service request or incident, make the catalog available and for each object allow the requester to report an incident or make a service request
Thank you very much!