How to make auto-complete a field Organization name, if request type is email?

[Andrey Chikishev]

Hi! How to make auto-complete a field Organization name, if request type is email?

[Andrey Chikishev]

We have added required field Organisation name in the form. And after that, request type email stop worked. We configured the custom rule, but it didn't help.

[Jack Brickey]

@Andrey Chikishev, I do not understand the question. It seems that whenever a request comes in via the email channel you want to populate a custom field. Is that what you mean? Assuming so you might check out Automation. Here is an example...

[Andrey Chikishev]

I used it, issue remains ...

[Jack Brickey]

Please explain further. What issue remains when you do what? Maybe some screenshots of your issue and your attempted solution. What do you mean by auto-complete?

[Andrey Chikishev]

We have added required field Organisation name in the form. And after that, request type email stop worked. We configured the custom rule, but it didn't help.

[Jack Brickey]

The most likely reason for the email failures is caused by making the field required for the request type associated with the email. You cannot have a required field for email since the only fields that are used for email are:

Summary - the subject of email

Description - the body of email

you can make the field required for other request types associated with portal channel but not email channel

[Andrey Chikishev]

Thanks @Jack Brickey, but log says that the problem in field Organization name..

[Jack Brickey]

@Andrey Chikishev, the log says "Please provide a value for the required field 'Organization name'". You made this field required but in the email "Request Type" you cannot make the field required as there is no way the user can provide this value natively. Now you could look at setting up a default value for "Organization name" and that might work or you could look at an addon app that allows for parsing the email to populate fields, e.g. your organization name. I hope this makes sense.

[Andrey Chikishev]

Thanks! Please give me example app, if possible 

[Jack Brickey]

A quick search in the Marketplace revealed this app - https://marketplace.atlassian.com/apps/1216597/in-mail-handler-pro?hosting=server&tab=overview

i have no experience with the app.