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Error configuring email requests

We've configured a JIRA project with a new email request channel. We have one already working with another project but this one is not. The message we are getting is:

"The associated request type does not have a visible Description field".

I've read a number of forums and can confirm:

* The subject and description field are both visible and marked as required

* No other fields in the issue are marked as required

* The email request is linked to the change ticket type

The one difference here is that we are attempting to setup this channel to create an issue type of "Change" which has a different workflow to the other service desk project (this issue type and the the workflow was imported). 

Any help would be appreciated.





1 answer

0 votes
Dave Liao Community Leader Aug 19, 2020

@Dave Curtis - go to the affected project's settings. Click "Request types". As a sanity check:

  1. Confirm that the Request Type in the affected project has "EMAIL" under its name.
  2. For that Request Type, click "Edit fields". Click "Request form". Confirm that Description is in the "Visible fields" section.
  3. Click "Preview form in portal". Confirm you only see two fields? (Yes, it's a true sanity check.)

Thanks so Much Dave. I had a look to confirm all your points.

I did manage to fix this. In the request type view it turned out I had another field "attachment" enabled which the system didn't like for some reason. As soon as I removed it, leaving just summary and description it started working.


Like Dave Liao likes this

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