Can configure email request type to one connected email, but not the other

Question

I have a Service Desk project with 2 connected email accounts: the default Atlassian one and a gmail account.

I can configure the Atlassian account to be the email request type for any existing request type, however the gmail account can't be assigned to certain request types (including the one I actually want).

This doesn't look an an issue with the request types themselves, as I can assign the Atlassian account to any. I'm stuck with the Gmail account though. Anyone have any ideas?

Angélica Luz · Answer

Thank you for the details, Nick.

So you are able to select any request type and save, but once you go back to the settings it shows as "Report a system problem" again, is that correct?

Testing here also with a Gmail, it works normally so we need more tests to check what is happening.

Can you please open the developer tools on your browser and let the console open while changing the request type of the custom email? If it shows any error, please send us a screenshot.

Can you create a new request type just to test if it will be possible to set for the custom email?

Nick Read_3a3vyu · Answer

Thanks Angelica. I've tried to explain in a bit more detail:

I have 3 request types on the project, all of which have only Summary and Description fields set.

I have two emails on the project: example@myjira.atlassian.net and myemail@gmail.com.

I can configure example@myjira.atlassian.net to any of the three request types. However, my gmail account can't be reassigned from "Report a system problem", which is one of the default request types (I didn't assign it in the first place, so I think it must have been automatically done when connecting the account).

Whenever I try and reassign to another type I select it from the drop down box and receive no error messages, but when I go back to the request types or click again on "Configure email request types" then there's no change and the gmail account remains assigned to "Report a system problem".

Angélica Luz · Answer

Hello Nick,

Thank you for reaching out to Atlassian Community!

Just to better understand and help you with this issue, I would like to know if it shows any error if you try to select a request type or if it just doesn't show on the list.

Can you check if the desired request type has only a Summary and Description set as required?

Regards,
Angélica