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Direct the email handler to direct issue to Email request

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.

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Petter Gonçalves
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
Sep 22, 2022

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:

  1. Navigate to your JSM project
  2. In the left menu, click on Project settings > Email Requests
  3. Click on ... > Configure email request types
    Screen Shot 2022-09-22 at 5.31.44 PM.png
  4. Select the request type you want

If that's what you are looking for, please provide us with more details and screenshots about the feature you are trying to change.

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