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Creating an issue from email received

Rod_2tfbkg

Hi,

This was working, and subsequently we have added some custom fields and played with some things.

This issue: https://community.atlassian.com/t5/Jira-Service-Desk-questions/Request-Types-Edit-Field-Error/qaq-p/806973

has the exact same issue. Unfortunately, I don't understand his solution. I do not find any place for a tick box, and seem incapable of identifying the field that I have mis-configured.

Are there any tools or tricks to identifying what I have screwed up?

I find the whole screens configuration confusing.

I understand that you are generating views based on context, but I cannot get my head around how I know what screen appears when... hopefully I will figure it out eventually.

Thanks,
Rod

Accepted answers

Rod_2tfbkg

I found this:

https://jira.atlassian.com/browse/JSDSERVER-5782

Following the work-around did correct my issue.

All comments

Jack Brickey

@Rod, welcome to the Community. I'm a bit confused on your issue. Your title would seem to indicate you have an issue with creating issues from emails but the thread you provided a link to is dealing w/ editing the fields associated w/ request types. Can you please articulate what you are attempting to do but cannot?

Rod_2tfbkg

OK, Maybe I misunderstood, but when I read the issue I linked, The person stated that once they corrected this issue, they were again able to have issues created from email.

Currently when I try to have an issue created from an email, it gets rejected with the following message on the email processing log: Status: Failure, Details: Configured request type has too many visible required fields

So I started to google for this issue, and that lead me to some thoughts on the request type being created and needing to remove some visible required fields. I knew I had created some new fields and may have made them mandatory, so I figured that I needed to change that, because the creation by email may have been having an issue populating those fields....

Then I discovered that when I went to the Project Settings and Selected Request Types and tried to edit the Technical Support fields (as this is the request type created from an email) that I was getting the error “Cannot delete a field that is required by Jira or Jira Service Desk.”

Now in my way of thinking, if JIRA knows that I am trying to delete a required field, I would think that JIRA could tell me what field? But setting that aside, back to Google, where I found the issue I referenced where the person explained having this same issue, then finding their own solution, but I am not smart enough to figure out what exactly they did….

Does that help? (perhaps I am way off the path to a solution...)

Thanks for your support,

Rod Screen Shot 2018-08-01 at 7.48.48 PM.png Screen Shot 2018-08-01 at 7.47.39 PM.png

Rod_2tfbkg

@Jack Brickey Just following up to see if by chance with the details I provided you have any guidance? Thanks

Rod

Jack Brickey

@Rod, thanks for pinging me as I had forgotten about this thread. Let me try to jump back in.

Can you share a list (screenshot) of the actual fields configured for the Technical Support request type? One thing I don't understand in your last screenshot is the error message and its appearance on the screen shown. It doesn't appear to be associated w/ removing fields from a request type but on the main Groups screen.

Rod_2tfbkg

I found this:

https://jira.atlassian.com/browse/JSDSERVER-5782

Following the work-around did correct my issue.

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