How do I set Email requests to be Incidents?

[David Reinhardt]

I am trying to set our Service Desk up such that inbound emails come in as Incidents. At the moment inbound emails come in as "Email requests" and the workflow foe Email requests is not particularly useful.

Some more info

• Inbound email is working. Inbound emails come into the queue as "Email requests".
• I have found this page https://support.atlassian.com/jira-service-desk-cloud/docs/choose-a-request-type-for-email-requests/ but my Service Desk doesn't have Project Settings --> Email Requests. (I'm in a next-gen project). I can go Projects settings --> Channels --> Email but from there all I can do is connect a custom email address. There is no option to change the request type for Emails.
• I have looked on the ellipsis on the Project Settings --> Channels --> Email and there was no option there. That was an idea I got from https://community.atlassian.com/t5/Jira-Service-Desk-questions/How-to-change-the-Request-Type-for-Email-Requests/qaq-p/1152935 

Any help would really be appreciated.

Thanks

David

[Cody Stevens]

Hey @David Reinhardt 

Email requests can be any issue type and workflow youd like however they can only contain the summary and description fields for the customer to fill out. This is because Jira can only pull from the subject and body of the email.

So first, the incident request type must have only those two fields on the create screen. Once that is configured correctly, follow the below path

1. Go to Project Settings
2. Navigate to the Email tab
3. Click to the "..." in the top right corner
4. Select Configure email request types
5. Select the request type you want to use and click save

[David Reinhardt]

Hi 

Thanks, I have tried this by creating a new request type and I still am not getting the  "...".

Any further suggestions?

Thanks

David