Hi all.
Could you please guide me a problem I'm facing?
1)Background & Problem
Currently, I'm configuring ITSM for my customer and I serated users into two groups, End-User purpose and Processor purpose. The problem happenes when I access with an End-User ID and display incidents what I created before.
When I create an incident at the beginning, it shows below shape of incident template as defaulte.
However, once I completed the incident creation and display again through the menu 'Home' -> 'My message', it showed with a different template.
3)Role Assignment
I'm suspecting it might be related with restricted roles assigned for the End-User but not sure.
Currently, below users are assigned on this user.
SAP_SMWORK_INCIDENT_MAN
ZSAP_SM_CRM_UIU_FRAMEWORK
ZSAP_SM_CRM_UIU_SOLMANPRO_CREA
ZSAP_SM_CRM_UIU_SOLMANREQU
ZSAP_SMWORK_BASIC_INCIDENT
ZSAP_SUPPDESK_CREATE
ZSAP_SUPPDESK_DISPATCH
Is anybody can help me to consolidate the incident template no matter it is a processor user or an end user. Please understand that I don't have that much technical background thus it might be really appreciated if you can describe any recommendations a bit more specifically 
Best Regards,
Seong Do Lee