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Broken Email Submissions

Hi everyone--

I have somehow managed to break new ticket submission via email.  There is an error in the log files but I can't figure out how I could possibly have created too many required fields... Is there a way to set the forms back to defaults without completely nuking the Service Desk and starting over?

Error log screen shot attached...

Screen Shot 2019-11-18 at 9.59.17 AM.png

1 answer

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Answer accepted

Hello Juli,

Thank you for reaching out to Atlassian Community!

When we use a request type to receive requests by email, only the summary and description can be required, all other fields must be optional.

To fix this issue, please, go to Project settings > Request types > Edit fields (for the request type that has the label “Email”) > Request form.

Screen Recording 2019-11-20 at 11.43 AM.gif

On this screen, you can change the required fields to optional. After that, the email channel will work normally.

Please, give it a try and let us know how it goes.


Thank you for the detailed response!  It worked perfectly.  

Like Angélica Luz likes this

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