I have set up JIRA Service Desk for testing and came across a strange error in the incoming mail log.
Error: Please provide a value for required field 'Mobilnummer'
By handler: Service Desk Mail Handler
Why is a required field from the customer portal blocking customers from sending email to the servicedesk?
Required fields should not affect how JIRA handles incoming emails
To look for specific fields in an email is not a good way to handle this. There should be an option like the bulk mail option to add all messages to the queue in Service Desk. Without required fields on a web form people will often skip it and we will have to ask for it later. Not an efficient way of handling users.
We are testing servicedesk as an replacement for our old helpdesk system and it is used only for internal customers (employees)
I'd agree with that. You should encourage your users to use the front-end. It will help reduce the volume of calls if it's integrated with a knowledge base (because as they start to raise issues, it will point them to self-help), and it'll make them give you the information you need to help them.
Badges are a great way to show off community activity, whether you’re a newbie or a Champion.Learn more
Every time you release software, there's a bit of risk – that there's a bug, that something breaks, or that the feature doesn't resonate with customers. Feature flagging helps make high stakes s...
Connect with like-minded Atlassian users at free events near you!Find a group
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no AUG chapters near you at the moment.Start an AUG
You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs