Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Deleted user
0 / 0 points
badges earned

Your Points Tracker
  • Global
  • Feed

Badge for your thoughts?

You're enrolled in our new beta rewards program. Join our group to get the inside scoop and share your feedback.

Join group
Give the gift of kudos
You have 0 kudos available to give
Who do you want to recognize?
Why do you want to recognize them?
Great job appreciating your peers!
Check back soon to give more kudos.

Past Kudos Given
No kudos given
You haven't given any kudos yet. Share the love above and you'll see it here.

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Can't remove request type used by email channel

We have reorganized our request types to only use one issue type IT Help. There is a request type that's no longer useful so we want to remove it. It has associated issue type of Service Request. Somehow its "Delete request type" option is gray out and it's marked "Used by email channel". However, we have only one email handler, and it's been updated to issue type IT Help instead of Service Request. How can we remove this request type?

3 answers

1 accepted

3 votes
Answer accepted
Callum Carlile Community Leader Mar 26, 2021

@Terry Zhang If you have email requests on, you need to have at least one request type associated with the emails - this is why you can't delete it. To delete it, you will need to turn off email requests for the project - here's how:

  1. Go to project settings > email requests
  2. Click on the 3 dots
  3. select 'Disable all email requests' > turn off

Once you've done this, you will be able to delete the request type

Actually, based on your answer, I use the "Configure email request type" to change it to another request type, then I can delete it. Thanks.

0 votes
Olga Videc Community Leader Mar 26, 2021

Hello Terry, 

Just to check

From your service desk project, select Project settings > Email requests > Request type is set properly, to new request type (IT help)

You probably have old requests that are using the "old request type" you need to migrate them to "new request type, but if the request type is no longer associated with email request it should give you an option to remove the request type and migrate old issues to new request type.

BR, Olga

I have a related question. I am setting up a new Service Management project and I want to change the default request type that is associated with the email requests (Request a New Feature) to be associated with another request type (Defect). Unfortunately, when I select "Configure email request type" the only option available in the drop-down is Request a New Feature.

I have confirmed that my request types are all set up correctly, so I'm not sure why they are not appearing in the drop-down for selection. This isn't critical, of course; I can change the request type once it has been submitted by email (which few of our clients do since they usually use the portal).

Thanks in advance if anyone has a suggestion.

Suggest an answer

Log in or Sign up to answer
Site Admin
Community showcase
Published in Jira Service Management

ThinkTilt is joining the Atlassian Family!

This morning, Atlassian announced the acquisition of ThinkTilt , the maker of ProForma, a no-code/low code form builder with 700+ customers worldwide. ThinkTilt helps IT empower any team in their or...

400 views 19 23
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you