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

Next challenges

Recent achievements

  • Global
  • Personal

Recognition

  • Give kudos
  • Received
  • Given

Leaderboard

  • 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

Serivce Desk, Email requests: Configured request type has too many visible required fields

Hello,

One of our Service Desk projects has stopped receiving incoming email messages. When I click the Test button under JIRA SERVICE DESK, Email requests, Email addresses, the Status is "Configured request type has too many visible required fields". (The Maul audit log Status is SUCCESS if that matters.)

For Request types there is a General group with a single entry: Email Requests to External. When I click Edit Fields I get "Cannot delete a field that is required by Jira or Jira Service Desk."

We have another Service Desk project where the Test button shows "
No problems found with email settings configuration.
Successfully connected to the specified email server."

JIRA Service Desk 3.16.0

I'm at a loss, not sure how to fix this.

3 answers

1 accepted

0 votes
Answer accepted

With Atlassian's support we used the workaround provided here: https://jira.atlassian.com/browse/JSDSERVER-5782

One stumbling block was when I ran the SELECT on the first query the table was not found. I had to include the schema name to find the table.

Dear Jeff,

sounds like someone has changed the customer request type which is mapped to your incoming mail. Please find out to which request type your mail in is related. Then check this request type for fields marked as required.

Actually only summary and description should be required. All other fields have to be optional as documented here.

Please do not hesitate to contact me again if my initial assumption is wrong. To resolve the issue quickly, screenshots often help a lot.

Kind regards,

Tobias

0 votes

Jeff,

The email error indicates that the request form you are trying to use has too many required fields. This happens occasionally if an administrator accidentally makes a field required when they didn't intend to. 

On the request form, can you see the fields at all? Or do you get the error as soon as you try to edit the form?  

What I would do is check on the field configuration which backs the issue type of the "Email Requests to External request". In my case, that would be the Service Request issue type.

Screen Shot 2020-11-06 at 11.48.31 AM.png

 

To find the field configuration which is  backing it, navigate to Project Settings > Fields. Look for the one tied to Service Request.

Screen Shot 2020-11-06 at 11.51.00 AM.png

 

Inside of the Field Configuration, do a search for any with "Optional" on it. That indicates that those are required.  If there are ones requires other than  Description or Reporter, that'll cause issues since you cannot remove them from your form. You'd need to make the required field optional. Then go back into the Email Requests to external request" form and make the same field optional.

Screen Shot 2020-11-06 at 11.54.36 AM.png

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
SERVER
VERSION
3.16.0
TAGS
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...

196 views 1 6
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