Managed to break emails to Service Desk

[Brent]

Hi guys,

We've recently migrated to Jira Service Desk and everything's been working fine for the last two weeks, but yesterday afternoon I set some fields as "required" on the service desk field configuration and it seems to have stopped people being able to email in to create requests. Jira is showing the email request log error "Configured request type has too many visible required fields".
I've quickly gone and reversed my actions in the field configurations, so the 4 fields I'd set as required yesterday are now optional again. But I'm still getting the same error and I'm not sure what else to check at the moment! Bit of an emergency too D:

Help?

[Bastian Stehmann · Accepted solution]

Hi @Brent,

maybe the fields are still marked as required in the "Request Types" section of project settings.

[Brent]

Yes Bastian! That was it! I didn't check the Request Types because I didn't go to edit these yesterday when I made the initial change. I guess it updated the Request Types on it's own but then didn't revert it? I can't think why that would have been.

You've saved my day :D

[Bastian Stehmann]

Hi Brent,

good to hear that everything is working fine again. Yes, I think, it sets the fields as required to make sure that they are marked as required in the customer portal. It does not change it back, because you may want to have the field required in the customer portal but not in the field configuration.