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Being that I got some good information from my last post (thank you) I wanted to ask one more thing. I am ITIL based and have been tasked with stream lining and finding efficiencies to our system. Below is a list of the options that we give the customers who are entering a ticket in to the system. Instead of changing the options (since other projects use these) I was hoping there was a way to classify the ticket once it came in? So for password reset (and all of the other options except the last one) would be a service request, The last option would be an incident. How can I classify these so I can pull a report on how many Incidents vs service request we had?