By default, all incoming emails and tickets raised through the new incident form on the portal would have the type as Incident and all tickets raised from the Service Catalog would have type as Service Request. If you would like to have the type to be set as Service Request or Incident based on the subject or certain conditions on the workflow Automator you would be able to configure the same using workflow Automator.
Modified on: Tue, 17 Sep, 2019 at 11:02 PM
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