Make a Custom Field Mandatory for Email-Created Requests in JSD (Data Center)

[Namrata Bhomkar]

Question:
In jira Service Management, we have a request type configured with an email channel, where any request sent to a specific email ID is created as a Support Request ticket.
The same request type is also available via the Customer Portal.

In the Customer Portal, we can make custom fields mandatory. We have a custom field called “Project Area” which is mandatory in the portal to capture project information.

However, For the "Support Request" type we cannot make any fields apart from Summary or Description as mandatory. Also when requests are created via email, the “Project Area” field is not enforced and remains empty.

My questions are:

1. Is there a way to make a custom field (Project Area) mandatory for email-created requests or in customer portal for "Support Request" in jira service desk?

2. If not directly possible, what are the recommended approaches or workarounds (automation, validation, post-functions, etc.) to ensure this field is always populated?

Any guidance or best practices would be appreciated.

Thank you

[Marc -Devoteam-]

Hi @Namrata Bhomkar 

No you can't make fields mandatory for request created by email.

If the request can only be raised via the portal, then just set the field to be mandatory in the request configuratiot.

You could create an automation to set this field, but then the question is how. How would the automation know what value to set, then email would need to have specific subject to achieve this!

For your requirement, you need to separate request types, one to be used by email channel and one that is used on the portal.