Looking to remove optional from service desk request

Sophy Lewis

Hello

 

A user goes to raise a ticket in jira service desk using technical support.

Currently products and priority fields are appearing as optional. We want to remove the word optional 

In request types: I have tried to edit the filed to make the  visible fields required.  When I try to click on update nothing happens. Is there another way to make these fields required?

Thanks Sophy

Petter Gonçalves

Hello Sophy,

Can you please confirm if your Request Type is configured to be created through the E-mail channel? You can check it in by the E-mail tag in the request name:

If it is, I'm afraid you will not be able to add more than two fields (Summary and Description) as required, since you can only fill these two fields directly from E-mail. We have reported a bug to our development team to give our customers a clear message about what is wrong when they face this scenario: 

- Trying to set a field as required when editing the fields of a request type does not work

That been said, you must implement one of the workarounds below to allow more fields to be required in your portal:

1 - Navigate to your Service Desk > Project Settings > Email Requests > Turn off email requests

2 - Navigate to your Service Desk > Project Settings > Email Requests > Edit your Cloud Email Address to create an issue with a different request type

Let me know if this information helps.