Is it possible to parse email based on body of email contents as well as subject that requestor sends? We need to be able to fulfil the mandatory parts of a ticket via parsing of email contents sent by requestor / incident reporter.

Perhaps unusual compared to most set ups, most of our end users will not log into Service Desk plus but will provide all the mandatory information on sending such as proposed Priority, Environment, Application / Service  etc. related  email requests and incidents to our Service Desk. These fields will then auto-populate ticket template  and can be validated and acted upon by our  Service Desk. All updates, resolution, would be sent via email notification to end users. .

External parties would also email with same format and this should be parsed also. 

Is this possible with end-user / requestor status? It would be very beneficial if this could be easily customised / more flexible if not..

Finally, I'm unsure, if following ITIL, why there isnt more of a distinction between a service request and an incident. Can the naming conventions be customised to reflect this? It seems odd reporting a potential issue /general issue  "User request". One of the reasons we dont want end users logging tickets via requestor page.

Thanks,