The Exchange connector does not contain this type of logic. They are simply "dumb" when it comes to creating items from an email.
However, as foothill1 suggested this is possible through some heavy Orchestration although regardless of how it's configured it would never be a perfect solution - there would always be room for error (i.e. someone says "Inciden" or "svc
request" etc. etc.)
But at a high level...
1. Set the Exchange Connector to always create Incidents from email
2. In Orchestrator, create a runbook that is constantly running with a "Monitor Object" that is looking for: New Incidents, with a source of Email
3. Fork from this point where the Title contains "incident" or "service request"
4. If it contains "Incident" - do nothing
5. If it contains "Service Request" either cancel or attach the Incident to a New Service Request
6. If it doesn't contain either of those, cancel the Incident
However, as I'm sure you'll notice here is that no matter what we're dealing with Work Items that have
already been created. It's worth asking - is the reason behind your request a business requirement or technical requirement? Perhaps there is a better answer I/others could provide given your requirements? For example:
The way your question is phrased almost suggests you aren't used the [Work Item ID] in your subject so that the Exchange Connector keeps Incidents and Service Requests (respectively) up to date. Is there a particular reason this can't accomplish what you
are after?