Incident vs Request

[Rodnei]

Hello everyone.
Sorry for my basic question.

I manage a L2 and L3 support team with no L1 team to perform tickets screening and categorization. Tickets are raised as incident directly but sometimes its just a request or user doubt.
Once we are using ServiceNow we can't turn the incident a request. This situation is making the dashboards useless.

Its up to me to redefine this process hence I'm here. Any sugestion?

Some alternatives I've been looking:
1 - raise everything as request so then turn the request an incident if required
2 - close the tickets raised as incident inappropriately and raise a request (worst scenario)

Thanks in advance

[jroberts]

We just implemented ServiceNow. From an incident you can create a Request (an associated child record) from the incident, however we can't do it the other way around