The New Incident button is simply a button which allows you to create a new ticket of the classification currently set as the default for that Ticketing application in Admin > Ticketing Applications > [select your ticket app]
. Going to this location will show a list of the classifications available, allow you to edit the classifications, and select which one is the default.
If your classification for Service Request is not Active in Admin
, you will not be able to set it as default so the button for "New Incident" will change to say "New Service Request". If all you want though is to allow a new Service Request to be made from the "+New" button, just go to the Admin
location and activate it. Setting it to default would not be necessary in that case.
Let me know if you have any questions with this.