I'm fishing for ideas here. I want to put in a top level process that's independent of Change/incident/request etc. Reason being we are properly separating incident and request out. Up until now they have been handled by the same process. When a call comes in however or is logged automatically it isn't known whether it is a request or incident until an analyst decides it is.So I want a system where by it logs to some generic triage module/process and then the incident or request job is created from it after it is decided which direction it is going in.
I have heard/seen mention of a module copy tool which might work but I don't know how to get it; any other suggestions as to how to achieve this would be appreciated.