Where can you edit the value for Customerfield_10051?

Alex H_zr7ero

Hi Atlassian Community,

I am an Agent/Admin in JSM in the Cloud and struggling with an issue. 

I have tried to add a secondary email account to the "Email requests" option under the JSM Projects field (as below).

Whilst performing some tests, I noticed the email handler fails to provide a auto-reply to an external email account. After inspecting the "view logs" of the email account ending with .....@....world.com above, I noticed JSM generates a Customerfield_10051 message (see below):

Here is a hypothetical case where this email handler fails:

a. support@companyworld.atlassian.net and

b. helpdesk@companyworld.com

Here is a hypothetical case where this email handler actually does work:

a. support@companyworld.atlassian.net and

b. support@company.com.au

Can someone explain why the different email combinations work in one instance and not the other?

I am not sure where to find this field, so I don't know how it got modified in the first place. So I was hoping that someone can point me to where in the JSM project can I edit the value 'customerfield_10051' field?

Regards,

Alex

Jack Brickey

What the errors are indicating is that there are two fields custom field 50 and 51 that are required at the time of creating an issue. It seems to me that the request type and the underlying issue type are requiring certain fields at the time of creation. Unfortunately you need to understand that this is an email request and with email requests there can be only two required fields the summary and the description, which translates to the subject and the body of the email. When using the email channel to create issues you need to ensure that you are not requiring other custom fields since the email channel cannot otherwise process the request.

now as for how do you determine what these fields are the best way to do this is to go into your administration section under issues and custom fields and select one of your custom fields. After doing that click into the URL address. Of the browser at the very end you’ll see a custom field ID in there try to update that field and use your 50 and 51 values to navigate to the suspect custom fields. Let me know if that works.