Service desk mail handler required field error

Question

Hi,

I have set up JIRA Service Desk for testing and came across a strange error in the incoming mail log.

Error: Please provide a value for required field 'Mobilnummer'

By handler: Service Desk Mail Handler

Why is a required field from the customer portal blocking customers from sending email to the servicedesk?

Required fields should not affect how JIRA handles incoming emails

--

Erik Brubak

Nic Brough -Adaptavist- · Answer

I'd agree with that.  You should encourage your users to use the front-end.  It will help reduce the volume of calls if it's integrated with a knowledge base (because as they start to raise issues, it will point them to self-help), and it'll make them give you the information you need to help them.

Erik Brubak · Answer

To look for specific fields in an email is not a good way to handle this. There should be an option like the bulk mail option to add all messages to the queue in Service Desk. Without required fields on a web form people will often skip it and we will have to ask for it later. Not an efficient way of handling users.

We are testing servicedesk as an replacement for our old helpdesk system and it is used only for internal customers (employees)

-

erik

Nic Brough -Adaptavist- · Answer

You've made the field required, the method of raising a call is irrelevant, it should respect the requirement.