Unable to make (custom) field required in customer portal

[Deleted user]

We created a custom field holding a reference to one of our products' serial numbers. We want to make this field required in the Customer Portal when submitting a support request.

When marking the field as required, the following error is generated behind the scenes and the form doesn't close.

This also happens with some of the built-in fields like "Attachment", but not with all of them since "Description" doesn't suffer from this issue.

Does anyone know what's going wrong?

Thanks in advance!

[Deleted user · Accepted solution]

Hi @[deleted] 

As it is working for other fields, I would check the settings of your field.

What type of field is it?

Is the field linked to your field configuration of your project?

[Deleted user]

Hi @[deleted] 

The custom field is a simple built-in "Text Field (single line)" - so nothing special there.

The custom field is linked to the issue-type corresponding with the "request type" in the JSD project through its configuration.

The standard Attachment field is also acting up, as well as other custom fields, so it isn't necessarily related to this particular field... the odd one out is "description" which seems unaffected by this behaviour and just works as intended.

[Deleted user]

It is guessing for now, but do you have the same behavior in a 2nd (test) portal/ project?

[Deleted user]

I think I figured it out... When I create a second Request Type I'm able to set the configuration of the required fields, but the type is marked as "unsuitable for email".

JSD requires all fields other than Summary and Description to be optional when using a request type with the email channel. But fails to provide a clear error message when editing the linked request type...

[Deleted user]

correct, see: https://confluence.atlassian.com/servicedeskserver035/receiving-requests-by-email-894759477.html

"Set up a suitable request type with Summary and Description as required visible fields. Any other fields must be optional."