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Can't change email request type to newly created request type

Nanashi Nemo

Hi,

We're currently having email tickets sent through as "Problem"s but want them to come through as "Service Request"s. When I use the dropdown to change it, only Problem and Task - Detailed show up as options.

Is there anything extra we need to do to enable Requests to be selected?

Regards,
Nash

Accepted answers

All comments

Mohamed Benziane

Hello @Nanashi Nemo

Can you check that summary and description are visible and the other field are optionnal if they are enable.

Hope this helps

Mike Bowen

Hi @Nanashi Nemo

You want to visit Project Settings, Email requests. If you have set up a default email account then click the 3 dots (top righ top the page).

Select configure email request types and select the request type you want.

-Mike

Nanashi Nemo

The service requests and the tasks share the same Screen Scheme, so I'm having difficulty understanding why some are allowed and others aren't. All 7 issue types on the project also share the same Field Config. Is there a specific admin screen I need to look at? I've been struggling to find everything since the swap to cloud.

Nanashi Nemo

Hi Mike,

That is the page I'm on. It's only showing 2 of the 4 Request Types to choose from.

Teza_vcirec

I'm having the same issue, can someone help?

Teza_vcirec

@Nanashi Nemo were you able to resolve this?

Keith Aulson

I figured out what Mohamed was saying above.

In the setup of the REQUEST TYPE (not the issue type) You have to have both the summary and the description fields IN the "Customer Request Form".

By default, it was only the summary that was in there. Once I added the description field, I could select the Request Type in the Email Request section.

Hope this helps someone else... I burned several hours messing with this.

Christian Gick

Thanks so much!

Greg LaViolette

Also, if any fields besides Summary or Description in the Request Form are set to required, that Request Type won't be visible in the email picker. Which makes sense I guess, if the email can't fill in those required fields (which it can't, as it's just subject/body > summary/description) then it can't be used.

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