when I create ticket from email, can I add more fields than "summary" and "description"?

Shuoyu Hu May 20, 2024

hello team,

I'm having a problem when I use "email requests" function to create ticket from received emails.

I saw in your official doc that only "summary" and " description" are mandatory and any other fields should be optional.

My goal is to create ticket with type "incident" from the email I received, and in our workflow of incident, we add some more mandatory fields for example "detection date", which may have some conflict and I got the error in the email channel logs.

Is there any way to overcome this? how can we add this field somewhere in email channel configuration? or can you suggest how can we set this value to the email received time from backend?

Thanks

1 answer

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Nikola Perisic
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May 20, 2024

Welcome to the community @Shuoyu Hu !

Have you checked the field configuration scheme that includes your custom field? You can make it mandatory there as well. Also, is your field in the layout for the request type that you have created, or are you using the default request types?

Shuoyu Hu May 20, 2024

Hi Perisic, thank you for your quick reply.

Maybe I didn't explain myself clearly.

I configure the email channel to generate tickets using a request form created by myself, the issue type of this request form is "incident":

Capture.PNG

we predefined some mandatory fields in the workflow of incident, like"Affected System", "Detection Date" etc. you can see all fields I added to this request type:

Capture.PNG

I checked your official doc, it's said only summary and description should be mandatory, they will be filled in with subject and body of an email respectively. Any other field should set to optional, you can see in the picture, I set the "Detection Date" as optional, however it doesn't help as we already set it as mandatory in our incident workflow.

So I got below error when I try to use the email channel to create ticket:

Capture.PNG

I think there's no correspondence between  "Detection Date" and email, is there anyway to get the received date&time of the email and fill in this field? just like get the subject of the email and fill in "summary" field?

 

Thanks in advance,

shuoyu 

 

Nikola Perisic
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May 20, 2024

Can you please share the link of the documentation?

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