Changing the "Issue Type" for email requests

[Mark Harding]

Currently, when a customer emails a request to the Service Desk email account, it is created and Issue Type of "Service Request",.. how do I change this so the Issue Type is created as "Incident"?

[Jack Brickey · Accepted solution]

So to change the Issuetype means you need to break the association with the Request Type. Unfortunately you cannot edit the RT to change the IT. You will need to create a new RT and choose Incident for the IT then associate the RT to the email channel.

[Mark Harding]

Thanks,..

I can create a new RT under "Incidents" and call it "Email", as this this is free format, specify the fields in the form etc,.. associating the new RT to the email channel is what is where I'm stumped.

[Jack Brickey]

Project settings > email requests then click on ellipses in upper right

[Mark Harding]

I can probably fudge it with an Automation Rule and can of course change manually! I guess I'm being greedy as only want to use the email feature [currently] for customers to raise Incidents, although would prefer them to use Portal.

[Jack Brickey]

Not following this last statement.

[Mark Harding]

That has sorted though, thanks.

I had seen that previously but hadn't quite made the association/connection before :)

[Fanny Vachet]

Hi @Jack Brickey ,

we are looking at doing the same. How did you manage to set the right issue type from receiving the email?

Thanks.

[Jack Brickey]

Hi @Fanny Vachet , try the following...

1. project settings 
2. email requests
3. Click on ellipses in upper right
4. Select configure email requests
5. select the desired Request type associated with the issue type you are interested in

[Fanny Vachet]

Thanks,

were you able to set multiple type or just one ?

[Jack Brickey]

With cloud you can have two email handlers if you use the one provided by Atlassian and add your own custom email. Each of these email handlers can be associated to a different Request type.

[Fanny Vachet]

Thanks Jack,

we will probably need more than 2 but it's a good start.