Determine the type of the service request.  Input from a user is initially received as a service request, although the actual content may later be determined to be something else.  This may require obtaining additional information. This information will be used to determine if this is an actual service request, an incident, a change request, comments/feedback, or something else.  See the definition of service request. 

If a self-service system is used for handling service requests, the type of service request may be automatically determined when the request is submitted by the user.