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Email-to-Ticket Creation Fails for Changes Due to Required Fields

Antonia

Hello, we were always able to create tickets via Outlook:

We would receive an email, forward it to a specific distribution list, and a ticket would be created automatically.
However, this no longer works for changes, but it does work for service requests. We then receive the following error message:

Subject: Admin notification: Unable to create work item in [NAME]
Hi,
We couldn't create a work item in [NAME] for the email received from [mail]. The reason for the failure is:
The configured request type has too many visible required fields.

What does this have to do with the mandatory fields? How many mandatory fields can I have in the changes for it to work?

Accepted answers

Marc -Devoteam-

Hi @Antonia

If you create work item via request types that are connected to email, these request types can't contain required fields.

Requests created via email only summary and description can be used, no mandatory fields, as from an email these fiedls can't be filled.

All comments

Rohit Utukuri

Hi @Antonia

This post has some troubleshooting steps that might work for your issue:

https://community.atlassian.com/forums/Jira-Service-Management/Serivce-Desk-Email-requests-Configured-request-type-has-too-many/qaq-p/1526852

Marc -Devoteam-

Hi @Antonia

If you create work item via request types that are connected to email, these request types can't contain required fields.

Requests created via email only summary and description can be used, no mandatory fields, as from an email these fiedls can't be filled.

Antonia

Hi @Marc -Devoteam-

That's right, previously only the description and summary were mandatory fields. At the time, I put all the mandatory fields in the “Request form” because it didn't work under “Work item view.”
See screenshot:
There is no way to mark this field as “required.” This is for internal issue creation, not via any portal. How can I separate the two? In other words, internal issue creation with mandatory fields and, for example, via email without mandatory fields?

Screenshot 2026-01-07 164425.png Screenshot 2026-01-07 164302.png

Marc -Devoteam-

Hi @Antonia

This is not an option ootb, you could do this with a scriptrunner behaviour if you have the script runner app.

If you set the fields mandatory on internal creation, and not on the request, they are still seen a mandatory, this as the issue is created on the field config used, not based on the request type settings.

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