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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

@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.

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.

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

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