Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal


  • Give kudos
  • Received
  • Given


  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

[Resolved] Email requests - request type choice Edited

When I go to the Configure email request types, only one type appear in the list.

The documentation states that "To use the email channel, you need to have at least one request type in your project with visible Summary and Description fields."

which I have, both fields are visible for the request type I want to use for email requests.

Also followed what was suggested here -

but with no luck.

What else should I check or might be missing to be able to see a request type in the list to default to when handling requests sent over email?

2 answers

0 votes
Liron Atlassian Team Oct 08, 2020

Hey Cristian, what exactly isnt working? When you raise a request using email, what request type does it automatically get?



Product Manager on JSD

Hello Liron!

So let's say in the Request types I have 2 options:

1. "Ask a question"

2. "Open Support Request"

In the e-mail request type I have listed only option #1.

0 votes
Dirk Ronsmans Community Leader Oct 08, 2020

Do you maybe have a screenshot of what you see when trying to configure your email requests?

Normally it should look like this.. what does it show for you?


Right, so in my case only one request type shows up to set for inbound emails.

Only the "Ask a question" shows up in the dropdown, the other options do not.

That gets us to my thread details with the options for a request type.


Dirk Ronsmans Community Leader Oct 09, 2020

Hi @Cristian V ,

I did a few tests myself what could block it.

Now when I create a new Request Type you need to make sure you have the mandatory fields covered on the Request Form.

For an email this means having both a summary and a description field.

By default the subject of the email is mapped to the summary and the body to the description.

If it however is not present on the Request form, it cannot be mapped and doesn't show.


Can you check if the request type that is not showing actually has the Description AND summary field on the form?

I do have both those fields required in the request form section of the request type.

The request does have a few other visible and required fields. Do only summary and description ones have to be required?


LE: I was actually right on point there, for a request type ONLY the summary and description fields must be the required ones.

If you add any other field as required, the request type will no longer appear in the email request configuration screen.


@Dirk Ronsmans @Liron can you please check and confirm from your tests as well that ONLY the summary and description fields must be the required ones for this to work?

Thank you!

Dirk Ronsmans Community Leader Oct 12, 2020

@Cristian V

did a few quick tests and indeed.

Adding another mandatory field on the request type makes it that is can no longer be selected (and this is perfectly normal/makes sense).

In my test I didn't even have the description mandatory as this can be empty.

Summary however is mandatory.

So yes, don't add any other mandatory fields other than summary (and possibly description) as i initially suspected!

Like Cristian V likes this
Like Dirk Ronsmans likes this

Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

163 views 0 4
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you