Where can you edit the value for Customerfield_10051?

[Alex H]

Hi Atlassian Community,

I am an Agent/Admin in JSM in the Cloud and struggling with an issue. 

I have tried to add a secondary email account to the "Email requests" option under the JSM Projects field (as below).

Whilst performing some tests, I noticed the email handler fails to provide a auto-reply to an external email account. After inspecting the "view logs" of the email account ending with .....@....world.com above, I noticed JSM generates a Customerfield_10051 message (see below):

Here is a hypothetical case where this email handler fails:

a. support@companyworld.atlassian.net and

b. helpdesk@companyworld.com

Here is a hypothetical case where this email handler actually does work:

a. support@companyworld.atlassian.net and

b. support@company.com.au

Can someone explain why the different email combinations work in one instance and not the other?

I am not sure where to find this field, so I don't know how it got modified in the first place. So I was hoping that someone can point me to where in the JSM project can I edit the value 'customerfield_10051' field?

Regards,

Alex

[Jack Brickey]

What the errors are indicating is that there are two fields custom field 50 and 51 that are required at the time of creating an issue. It seems to me that the request type and the underlying issue type are requiring certain fields at the time of creation. Unfortunately you need to understand that this is an email request and with email requests there can be only two required fields the summary and the description, which translates to the subject and the body of the email. When using the email channel to create issues you need to ensure that you are not requiring other custom fields since the email channel cannot otherwise process the request.

now as for how do you determine what these fields are the best way to do this is to go into your administration section under issues and custom fields and select one of your custom fields. After doing that click into the URL address. Of the browser at the very end you’ll see a custom field ID in there try to update that field and use your 50 and 51 values to navigate to the suspect custom fields. Let me know if that works.

[Alex H]

Hi @Jack Brickey ,

Thank you for your assistance.

Your recommendations did lead me in the right direction, however I am getting a new message.

The message is "Configured request type has too many visible required fields".

Note: I have gone through all the new issue types added for the JSM Portal and made the subject and description set to "required", whilst all other fields are optional.

Do you perhaps have any other tips/suggestions? If you do, could I ask that you perhaps send through screenshots etc., as I find them helpful.

Regards,

Alex

[Jack Brickey]

You mention that you have Gone through all the issue types. Can I assume that you actually mean request types? Since it is the request type that is actually used to reference in the email channel.

Indeed the only required fields that can be on the request type used for the email channel or summary and description since summary equates to subject and description equates to the body of the email.

I would like to see a screenshot of the request type used in your email channel. Equally a screenshot of your email request where it is referencing the exact same request I would be nice. One thing also to check is to make sure that the request type isn’t tied to an issue type that inherently has a required field associated to it.

[Alex H]

Hi @Jack Brickey ,

Your assumption is correct in that I meant "request type".

Here are fields under "Technical Support":

(Note: Most fields are shared in the Return Requests and Other Questions types):

I will review the Issue types shortly and let you know how I go. 

kind regards,

Alex

[Jack Brickey]

Can you create a new request type for email with only the two field, no optional fields and try that.

[Alex H]

Hi @Jack Brickey ,

It appears that every time I changed something, a new issue was introduced or I got a different message.

So I decided to delete the entire JSM project that I created and start from scratch.

As you would have guessed, all the automations have started working again,

I will slowly introduce the additional components and custom fields that is needed for my project and see which of these breaks the automation. 

 Thank you for your time and effort in assisting me.

Kind regards,

Alex