The issue now is that when I create an incident - although I put rules there, I cannot select the Incident connection created for that type of ticket.
Is there any way of doing this automatically? (e.g: if a change ticket is created → select the change connection, if an incident ticket is created → select the incident connection)
Let me know if my explanation is clear, if not I will provide more details.
This is bread-and-butter functionality of Exalate. Through the use of triggers we are able to make a filter and if the trigger matches it, it goes to a certain connection. In your use-case, two triggers for two different connections.