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Unable to "Configure email request types" - permission problem?

David Wanless

I need to "Configure email request types" under email-settings for a JIRA Service Desk project (project W). However, the "Configure email request types" option under ... does nothing. In another project (project C), it does what it's supposed to do, allowing me to choose the request types for each email account. Is this a permissions problem or something else? If it is a permissions problem, which permission do I need?

In project W the buttons for Edit and Disconnect for one of the two connected email accounts are greyed out, but in project C they are available.

{Ref: CRMSUPP-4222}

Accepted answers

David Wanless

Solved. The final part of the puzzle was that the Request Type, though it had the Description field populated, didn't have the field set to Visible. Now it does and all is working.

All comments

David Wanless

P.S. As far as I can tell I have every permission in the project.

David Wanless

Aha. I've got past that roadblock. The Request Type which had previously been configured for email was linked to an Issue Type which had been removed from the project. Once this Issue Type was added back to the project, the above problems went away. Now, however, I can only choose this one Request Type under "Configure email request types". What do I need to do to choose a different Request Type?

David Wanless

Solved. The final part of the puzzle was that the Request Type, though it had the Description field populated, didn't have the field set to Visible. Now it does and all is working.

Mark Hostetler_gz3foi

Thanks for this.

I would have taken me months to figure that out

Deb Tomlin

David, did you ever figure out how to change the Request Type? I'm having the same issue.

David Wanless

Hi Deb,

Yes. I wrote at the time, "Solved. The final part of the puzzle was that the Request Type, though it had the Description field populated, didn't have the field set to Visible. Now it does and all is working."

I hope that works for you.

Ciao,

David.

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