How to add field "service" for tickets received via e-mail?

[lucasdgr]

I need to sort the ticket receipt via e-mail.
This classification would make it an Agent, obviously.
Is it possible?
Should I give special permissions to the agent?
Help please!.
Regards
Thanks.

[jojo]

Please fill out your signature with OTRS Version and installed modules.

[lucasdgr]

Please fill out your signature with OTRS Version and installed modules.

Data are updated.

[jojo]

In ITSM the agent has to use the link "priority" in ticket zoom to change services, sla and type on a ticket openend via e-mail

[lucasdgr]

In ITSM the agent has to use the link "priority" in ticket zoom to change services, sla and type on a ticket openend via e-mail

Thanks for your response.
I have NO options in the fields"services" and "SLA".
I can only change the Type field. (Inceidente, disaster, etc. ..)

[jojo]

thats because your services are not set as defaut service or not assigned to this customer. You need to do this via admin frontend

[lucasdgr]

thats because your services are not set as defaut service or not assigned to this customer. You need to do this via admin frontend

I understand what you say. But
how do I put a default service for everyone?
This is because I get tickets to many different email addresses.
I have a single customer, you can create tickets via web (customer.pl) distinguishing the type of service.

[lucasdgr]

I think I found the problem.
When I receive a ticket from any e-mail address, I must first assign a customer, then you can assign a service.
Thanks.