Service desk mail handler required field error

Hi,

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

 

--

Erik Brubak

2 answers

0 vote

You've made the field required, the method of raising a call is irrelevant, it should respect the requirement.

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)

 

-

erik

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.

Suggest an answer

Log in or Sign up to answer
Atlassian Community Anniversary

Happy Anniversary, Atlassian Community!

This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.

Read more
Community showcase
Julia Dillon
Posted Tuesday in Jira

Tell us how your team runs on Jira!

Hey Atlassian Community! Today we are launching a bunch of customer stories about the amazing work teams, like Dropbox and Twilio, are doing with Jira. You can check out the stories here. The thi...

523 views 1 18
Join discussion

Atlassian User Groups

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!

Find my local user group

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

Groups near you