Create an incident from an interaction that is created via Webservices

All,

 

Via connect it I read an email box for automatically creating interactions.  This works fine.

 

However, I now have the need to create on certain occasions in incident as well.

 

What I want to do know is to create an interaction with a category of incident and medium of request is webcall. Those two attributes should trigger the process escalate.interaction.

 

I think I can invoke that process from subroutines on the format control of incidents. But I have no clue if that can be done and how to do it.

 

Any help greatly appreciated and I will assign points :-)

 

Cheers

 

Maurice