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!! 

[Bill_Ymr_61]

Sorry, should have explained better.  We created an inbound action to create a call when email was sent to our Service Desk's email address.

[Jerin5]

Oh interesting, I will have to look at that approach. Does your Service Desk use Agent workspace? The reason I ask is so I can do a round robin approach with incoming Incidents using Advanced Work Assignment as well.

[Bill_Ymr_61]

No, we are just now preparing to get it configured.

Baby steps, right?

[Jerin5]

I am working through the Agent Workspace setup and I am going through the Agent fundamentals and implementation course in ServiceNow Now Learning. It does help to understand some of the configurations. Just passing on the info!

[Bill_Ymr_61]

Appreciate it.