In reviewing the business rules tied into ServiceDesk, it apprears as if there is no way to automatically set a rule to change an incident to a problem automatically.  We are looking for the ability to take an inbound email from our parent company (always from the same address), and automatically create a problem ticket from this. 

 

This then feeds into our Daily/Monthly reporting and notification mechanisms, so upper management has visibility into all application uptime.

 

Please let me know if this is on the radar for future releases.