Mail to ticket

Mail to ticket

Hi everyone, I'm starting to play with the Service Desk Plus, by configuring the Mail to Ticket I can verify that every email that arrives generates an incident.
I would need to know how to be able to use some configuration or script, to move the flag to Service Request if applicable.
That is, I want that, for example, if the subject in the email says "Query" it does not generate an INCIDENT, it generates a Service Request.

Did anyone do something like this?

Thanks in advance!
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