Before contacting Support, and contrary to logic, I tried following the steps in that article and it work perfectly. Maybe it overwrote some setting elsewhere. Setting the Time-out and Idle Timeout values in IIS to :40 minutes, I've verified in my test environment that the submission time is changed. Clicking [Save] to submit an incident after :36 minutes works fine now. Clicking [Save] after :43 minutes results in an error. Specifically, "There has been an unexpected error. Click Continue to return to the previous page. Class type not specified." So, just needed to do it anyways.
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