Having issues making incoming emails create incidents

Question

Hello,

First I will say I am very new to Jira but have used ITSM ticketing systems in the past. I am in the beginning stages of building the instance for my company and we want users to be able to email us and have an incident created not a service request. Looking around I found older articles but I do not see the choices they are seeing.  When I navigate to Configure email request types I only see Emailed request, Report Broken Hardware and Create a post-incident review as my choices.

Thanks in advance for any assistance.

Rilwan Ahmed · Answer

Hi @AJ Greiner ,

You have 2 fields as "required" for incident. So jira is not displaying them in email config.

Make "Assignment group" required = No. Now it should display in Email config.

AJ Greiner · Answer

Still no luck. Here are all the screenshots showing where everything is:

Rilwan Ahmed · Answer

Hi @AJ Greiner ,

Go to Project settings --> Request types --> Click on newly created request type. In Request form, add Description field. By default you will only have the summary field.

Once this is done return back to request type, check if newly created type is present in the list and then now check in email requests section.