When a service request is converted to an incident or change, only some values are passed through to the new ticket.
One of the ways that end users interact with CSM is by emailing in and creating Service Requests, these are then picked up by agents and may then be converted to another ticket type as appropriate.
Surely the Source i.e. email, phone or whatever, should be one of the values mapped to the new ticket? Apparently though this is just a default from the Slice Configuration.