Incoming ticket triage prior to creating Incident/Request/Problem/Change in ITSM

[Jerin5]

Hello, my friendly ServiceNow community folks! 

I am trying to understand the best way for end-users to create "tickets" which can be reviewed prior to the item being created as an Incident, Request, Change, Problem, etc. I would like this using ITSM. I know that for CSM, the default form/application are "Cases". 

How do y'all (yes, I'm from Texas) handle this? We want to help our Service Desk ensure the user's issue/request is categorized appropriately (without having to cancel one form and creating another). 

Any input is greatly appreciated! 

Happy Wednesday!! 

[Noah Drew]

Hi @Jerin !

Maybe the end-users can create standard Task [task] records and once reviewed, they can easily transfer to an Incident, Request, Problem, or Change since they all extend from the Task table. Then the additional information specific to those tables can be filled out.

This seems like the most logical approach to me.

Hope that helps!

If it did please mark as Helpful and consider setting this reply as the Correct Answer to the question, thanks!

[Jerin5]

That is an interesting take. Can I create a standard task record from an inbound action?

I tried to create a standard task as admin (since my ITIL account won't let me), but it makes me choose a specific task type. I attached the choices I see. Am I missing something simple?

I was hoping to create one so I can see how the user would convert said task. Do you have any docs/thoughts on this?

Thanks so much for your quick response!

[Bill_Ymr_61]

Our SD uses Calls to triage.  Worth a look...

Plugin: Service Desk Call (com.snc.service_desk_call)

[Jerin5]

We do use Calls when the user calls in and it helps for sure. I should have specified that I was more looking at the Incidents created via an inbound action to our support e-mail. 

Thanks so much for your quick  response!