nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

How to be able to change the request type when an issue is created from e-mail?

lucas.souza

Hi Guys, maybe its a simple question, but how can I enable all the other Request Types to be chosen when an e-mail request arrives? All the other issue types, I'm able to change the request type. When it comes to E-mail request, I don't have any option.

Accepted answers

All comments

Kian Stack Mumo Systems

Hey Lucas,

Request types can only be switched via the edit screen when there are mutliple request types tied to the same issue type. The reason you can't switch is because there is a special issue type called "Email Request" which is in use for all email requests.

To change this, you would need to navigate to Project Settings > Email Requests > ... > Configure Email Request Types and pick a different request type.

Screen Shot 2020-05-06 at 10.51.14 PM.png

Please keep in mind when selecting the request type that there are certain requirements to use a request type for email. It must only have the Summary and Description as required.

Patricia Francezi_iDev_

hi @lucas.souza

Welcome to the community!

I use Automation for changing Request Types based on summary or description, that comes with e-mail issues.

In Project Settings / Automation you can use a template "Triage Email Requests" as examples, and the action "Then do this" - edit Request Type name.

There are a "Project Automation" in the same Config Screen, but I didnt try to do the same with this new feature. Jira Service Desk Cloud nowadays have both.

In order to the customer see in the portal, be in mind that the Request Type must be visible in your portal channel.

This doc will guide you with more details

https://support.atlassian.com/jira-service-desk-cloud/docs/set-up-rules-to-automate-repetitive-tasks/

If you have any question please, let me know.

lucas.souza

Thanks Patricia!

It helped a lot. I'm sure I'll create this automation. But I can't now.

When I'm on the agent view, I cannot change the request type. If I cannot change this, I imagine that the automation won't have any other request type to put right?

lucas.souza

Thanks Kian.

When I go to "configure email requests", I only see "treinamentos técnicos".

When I choose this option, the e-mail trigger doesn't work.

How can I enable or even create a new request type to have the requirements to appear in the configuration above?

You told me that the only fields necessary are Summary and Description.

I'm trying to create request types to fullfil this requirements but I can't as wel:

The result I expect is to enable agents to change the request type to the correct request type when a "e-mail request" arrives.

Patricia Francezi_iDev_

Well, if you prefer we can talk in português, e seria mais fácil pra entender o que precisa ser feito hehe

lucas.souza

haha que bom Patricia! fica mais facil

Então, eu preciso que quando chegue uma solicitação por email, que o atendente consiga alterar o request type.

Da forma que está hoje, não há outra opção de request type para selecionar.

Gostaria de habilitar a opção de mudar a request type quando a solicitação chega, pra então poder automatizar e já alterar a request type de forma automatica com base na description ou summary.

Welcome!

It looks like you're new here. Sign in or register to get started.

Quick Links

Find more posts tagged with

cloud

jira-service-desk

jira-service-desk-cloud