I am trying to automate a request that we receive via email. Currently when a request is automatically created via email, our service desk manually converts it to a service request using a specific template. After the conversion, they fill in several of the fields and then trigger the tasks defined in the service request workflow.

Since the sender and subject are fixed, it is easy to create a business rule to detect it, but how can I convert it to a service request?

I tried to assign it to an incident template that I duplicated from the service template (yuk) and then change it to a service request, but the assign to template action always ends up last in the list (double yuk).

If I can convert the request to a service request template, my life would be better. Being able to define the order of the actions would also be of great benefit.