Currently, when a customer emails a request to the Service Desk email account, it is created and Issue Type of "Service Request",.. how do I change this so the Issue Type is created as "Incident"?
So to change the Issuetype means you need to break the association with the Request Type. Unfortunately you cannot edit the RT to change the IT. You will need to create a new RT and choose Incident for the IT then associate the RT to the email channel.
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