What to do with IT questions in the Incident process?

[Per5]

We are setting up the incident process out-of-the-box but it's unclear how ServiceNow wants to handle non-incidents, like questions and spam.

There is a Category in Incident table called "Inquiry / Help". Should questions be incidents records with this category?

We are also discussing if we could use Interaction as a triage table for emails and questions. Is this the correct process?

We are aware of Universal requests but will not implement it at this time (maybe in the future).

[Mark Manders · Accepted solution]

Yes. You put them in the category 'Inquiry / Help' that is exactly created for this purpose.

Unclear why you have spam as tickets. They should be filtered out before they become tickets, since your ticket handlers have better things to do than to handle spam. 

[Per5]

Thanks, this is the answer I wanted. 

Spam might have been the wrong word, but there are few emails that get through the filters and inbound actions and create incidents. 

[Dr Atul G- LNG]

Hi @Per5 

Non incidents is like Feedback/complaint etc. OOTB SN use these categories' values for incident and if you want , you can add own category value and map in incidents. 

We are also discussing if we could use Interaction as a triage table for emails and questions. Is this the correct process?

Interaction is best way and based in interaction, agent can decision to raise incident or request.

We are aware of Universal requests but will not implement it at this time (maybe in the future).

Worth exploring , but in this case OOTB incident get created but user will get only  1 record.