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Required fields and mail channel

I want to made some fields required in custom portal (in request types->edit fields.

But I see it is impossible to keep email channel with required fields????

I don't need to customers create request by mail.  They could use customer portal. But email channel is efficient for further communication - noticications, adding comments by mail.

So requred fields don;t affect this. so is it possible to keep mail channel and required fields? Or only possibility is this or this?

1 answer

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Hi Marek,

I want to made some fields required in custom portal (in request types->edit fields.

But I see it is impossible to keep email channel with required fields????

Yes, this is expected because via email you would not be able to fill in the required field during the issue creation. You can either make it optional or if you need the field to be required, then you can provide a default value for the field.

I don't need to customers create request by mail.  They could use customer portal. But email channel is efficient for further communication - noticications, adding comments by mail.

If this is the case, then you can setup the Email Request tied to a different Request Type. The Mail Handler will pick up the new reply email of the notification email and update the issue accordingly. The Request Type that you are providing for the Email Request is only for Issue Creation, for issue update, it applies to all the Request Type.

Cheers,
Moga

Yes, this is expected because via email you would not be able to fill in the required field during the issue creation. You can either make it optional or if you need the field to be required, then you can provide a default value for the field.

I have set the default value to my field but still unable to make it required for my request type in which email configured.

 

-Rachit

Jack Community Leader Jul 04, 2018

You can’t make it required for the email request type. If you wish to expose the same request type to the portal where you can make fields required then create a duplicate request type that is not assigned to the email channel.

Thanks @Jack. You are champ! You resolved my issue. 

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