Dear Sir or Madam,
I'm writing with a request about a fault that I was trying to solve but I need some additional information regarding Request type of an issue which is a Service Desk project.
Our client requested that they need Request Type of an issue created via email to be set as Problem, not Email request. As an example below (shown in the picture), I created Request Type manually:
While selecting this type of parameter, the issue for some reason isn't created. In Email request section I chose this Request type I created:
Although, It says Email channel is enabled but we still don't receive issues:
I checked the mail flow settings - it says that the email is delivered.
Could you please guide me through any necessary steps I have missed? Are there any additional steps that I need to proceed with?
Instructions on how the email processing logs can be viewed is in https://support.atlassian.com/jira-service-management-cloud/docs/view-the-email-processing-and-connectivity-logs/
Do follow that and see whether it throws any errors
@Jira Softera , are you using jira cloud (Saas) as this question is tagged?
If not, What is the version of your jira? If it is actually server/DC version of JIRA, the instructions that you have to follow is https://confluence.atlassian.com/jirakb/troubleshoot-incoming-mail-in-jira-service-management-790960076.html
Jira Administration (cog icon) > Applications > Jira Service Management - Email requests
Also, I'm thinking, maybe it's related to Jira updates related to project email settings. What I mean is, that before the version update when we create project and configure email requests in the username field we would write like this:
After the update, when we configure email requests, we also write email@example.com at the beginning of the username but when we reload page it displays as this still:
As per the error message, in the current issue type behind the 'Request type' that is mapped for the email requests (report a problem?) has the field Product as required.
If you make the field not mandatory, it might help. Check for it in the field configuration scheme of the project.
I tried a few things.
I changed Issue request type to email request and now I'm getting issues via email but i still need my issue request type be as Report an incident. I tried to create custom Automation rule:
But I'm getting these errors:
Have any ideas on how to resolve the problem?
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