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Having issues making incoming emails create incidents

Hello, 

First I will say I am very new to Jira but have used ITSM ticketing systems in the past. I am in the beginning stages of building the instance for my company and we want users to be able to email us and have an incident created not a service request. Looking around I found older articles but I do not see the choices they are seeing.  When I navigate to Configure email request types I only see Emailed request, Report Broken Hardware and Create a post-incident review as my choices. 

Thanks in advance for any assistance. 

image.png

 

1 answer

1 vote
Rilwan Ahmed Community Leader May 12, 2022

Hi @AJ Greiner ,

Welcome to the community. 

The request types created for the project are only displayed in the "Configure Email" setup. First you need to go to project settings --> Request type --> Create new request type after selecting the Incident Issue type.

Once the new request type for Incident is created, you can now find it in email configuration.

image.png

Please note: Before all this, your project should have Incident Issue type.

You can read below links on how to create request type in https://support.atlassian.com/jira-service-management-cloud/docs/create-a-request-type/ and Email config in https://support.atlassian.com/jira-service-management-cloud/docs/choose-a-request-type-for-email-requests/

Thank you for the information. I created the request type under incidents but I do not see it as a choice. After creating it I went to email requests and from that drop down this is all I see. image.pngimage.pngimage.png

Rilwan Ahmed Community Leader May 12, 2022

Hi @AJ Greiner ,

Go to Project settings --> Request types --> Click on newly created request type. In Request form, add Description field. By default you will only have the summary field. 

image.png

Once this is done return back to request type, check if newly created type is present in the list and then now check in email requests section.

Still no luck. Here are all the screenshots showing where everything is:

image.pngimage.pngimage.png

Rilwan Ahmed Community Leader May 12, 2022

Hi @AJ Greiner ,

You have 2 fields as "required" for incident. So jira is not displaying them in email config.

Make "Assignment group" required = No. Now it should display in Email config. 

Like Petter Gonçalves likes this

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