In Track-It! 2018, the ability to have Technician Groups along with customized Ticket Forms for each Group is game-changing feature that I really like.
My idea is that when Requestors go to the Self Service page, they could choose which Technician Group they need to submit a ticket to. Then, the appropriate Self Service Ticket form would appear and it would match the corresponding Technician Ticket Form for that Group.
For example, if a Requestor chooses to submit a ticket to the IT Group, there might be fields for Operating System, Software Title, etc. But, if they choose to submit a ticket to the Facilities Group they don't need those fields, instead they might have fields for Facilities related items.