Service Desk 7.01
Windows 2008

I have got the request creation via email working, so it creates a support ticket.

The issue I am having is that when the item type is assigned it is assigned as "Unknown", where a Customer is set as the owner of more than one Item. I have found out how to assign the correct type to the call, but it will be near on impossible to get the users to include "Item # (itemnumber)" in the subject of the email, let alone remember which codes are in use.

Is there a way to change the item type after the service request has been raised? I think without the ability to change this, the creation via email is not much use unless each user is only set as the owner on one Item Type.

Let me know if you need anything clarified.