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Cannot turn on email requests for JIRA Service Desk

Ian Walker_471sq4

I have a request type called 'Service Request' with the following fields.

JSD Fields.PNG

You can see it has both Summary and Description.

However, when I go to Project Settings > Email Requests > Turn on Email Support, I get this error.

How can I enable the email requests feature so that service request tickets can be sent via email?

Regards - Ian

Accepted answers

Olga Videc

Hello @Ian Walker

The problem is Description field, the Summary is a system field and cant be hidden

To solve this problem

Go to your service desk project
Find settings -> choose summary
Scroll to the middle and check your Filed configuration name, copy the field configuration name not the scheme name, filed configuration name is under the scheme, it will state something like Jira Service Desk Field Configuration for Project TES
Open this and then you will see the field configuration
Use Crtl+F to find Description and check if it's hidden
If it's hidden you will be able to press show

Also, documentation on how email request work

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

BR, Olga

All comments

Olga Videc

Hello @Ian Walker

The problem is Description field, the Summary is a system field and cant be hidden

To solve this problem

Go to your service desk project
Find settings -> choose summary
Scroll to the middle and check your Filed configuration name, copy the field configuration name not the scheme name, filed configuration name is under the scheme, it will state something like Jira Service Desk Field Configuration for Project TES
Open this and then you will see the field configuration
Use Crtl+F to find Description and check if it's hidden
If it's hidden you will be able to press show

Also, documentation on how email request work

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

BR, Olga

Ian Walker_471sq4

Hi @Olga Videc .

Thanks for replying. I have a field configuration set up and I checked it and Description (Wiki Style Renderer) is not hidden, but it is not required either?

Regards - Ian

Olga Videc

Hello @Ian Walker

Tested it shouldn't be a problem

Okay check this

Check your screens are summary and description added screens?

Have you tried re-indexing the project?

Also, have you tried creating a new request type and associating it with email? Just for troubleshoot purposes.

BR, Olga

Ian Walker_471sq4

Hi @Olga Videc

You can see below that my screen has the correct fields.

How do I reindex the project? The documentation says to go to an Administration section of the Project settings but I don't seem to see it? Doesn't JIRA reindex automatically now?

Thanks - Ian

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