Mails from customers don't create issues

[Dominik Kaźmierski]

Hello Atlassian Community!

I have a problem with incoming mails from customers. When they send an email on our helpdesk e-mail address, the issue is not created. In logs there is information:

"Your request could not be created. Please check the fields have been correctly filled in."

At the same time users with paid licenses (Service Desk agents) are able to send a mail and the issue is created without any problems.

Moreover, when customers send e-mail to the already existing issue (for example replying to the notification mail with a comment added by our Service Desk agent) it is processed without any problem and added as a comment.

All of our customers are in the same domain as our agents, they all are already added to the Jira and to the project and they can create issues via Help Center. In project permissions I had "Created Issues" permission assigned to " Service Project Customer - Portal Access", then I added a group jira-servicemanagment-customers, but it didn't solve the issue.

Do you have any suggestions how could I solve this problem?

[Tansu Akdeniz · Accepted solution]

Hi @Dominik Kaźmierski 

Please check this page: Emailed requests are not created with an error in the logs indicating that a custom field is not correctly filled in.

Also, Go to Project Settings > Request Types and ensure the default request type used by email requests has no required fields. But, you say that agents can create it, I don't think that there is a problem with it.

[Dominik Kaźmierski]

Thank You for your reply!
As it turns out problem with incoming e-mails was caused by request type assigned to e-mail requests. It had no required fields (apart from predefined field 'summary') but after I removed every possible field from request view it started to work properly.
It is quite strange that it didn't affect requests raised by users with paid licences but caused problems with clients.