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PROBLEM: I cannot for the life of me get the email handler to direct issue to Email Request instead of "Agent Escalation." The best info I can find online is that it has to do with the visibility of the fields, but I've verified that these fields are identical to "Agent Escalation" every way I know how to no avail.
Hello @Michele Longoria
Thank you for reaching out.
Per your description, I understand you are using a JSM (Jira service management) project, and you're trying to configure your email handler to create tickets with the request type "Email request" instead of "Agent escalation". Is that correct?
If I properly understood your request, you can change the request type used for your email handler by following the steps below:
If that's what you are looking for, please provide us with more details and screenshots about the feature you are trying to change.