Our Jira Service Management is not creating new tickets. It happens via e-mail and directly from the "Create" (create issue) and I have "admin" permission inside the project.
On the e-mails logs the the message is:
Your request could not be created. Please check the fields have been correctly filled in. User 'admin' was not found in the system.
And when I try to create an issue as an administrator or an "service desk team" it shows the follow message:
Approvers: User 'admin' was not found in the system.
Things we already checked:
We have administrator permission.
The e-mail from the client is in the "Customers" list and have "customer" permission.
The workflow used by the "Request Type" "Solicitação enviada por e-mail" does not have any approvers or additional validations.
Anyone can send an e-mail to open a ticket.
SOLVED: The Administrator changed the global setting of default approver that previously had the value "admin" and now is working fine.
Thank you for the help.
Just adding some context to help if someone is facing the same issue.
We changed our Organization Admin and removed the old user. He was set as the default approver on a lot of projects. When we removed his user those projects changed the default approver to the word "admin" without any user assigned. Apparently Jira Service Management was not ready to that action and didnt't warned to change the current approver to the new one.
We don't even use an approver in any project. Now the other Admin changed the approver from the word "admin" to nothing and all projects are working fine.
The setting is a field called "Approver". Even if not used in the workflow, it affects a lot of projects, like a system setting.
Thank you very much.
After testing we noticed that the same message it's showing even with tickets from the Jira Software platform in different projects that doesn't even use the same workflow. I'm gonna try to see if an Administrator of our site changed something or removed some "Admin".
You mean the fields "Hide when empty"? We have a lot that we don't use. I may try to remove it. But I'm not so shure because it's happening even on Jira Software, completelly outside JSM.
These are the fields of the request type for e-mails:
The 2020 acquisition of Mindville added powerful asset and configuration management capabilities to Jira Service Management in the form of Insight. Following the completion of that integration, custo...
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