No suitable request type for email channels

[Gena Welk]

So I'm stuck. My system was accepting email requests (submitted from a  WebEx form) until yesterday, when I tried to change some of the fields.

I understand that summary and description need to be visible and required.  But I'm not able to achieve this.  I've attached images.  I can't seem to have the Description field on both the "Request form" and "Issue view".  When I add it to one, it deletes it from the other.

I suspect this problem is deeper than my surface-level understanding - I'm just not sure what to do from here.

[Dave Mathijs · Accepted solution]

Hi @Gena Welk As the error message says: "any other visible fields must be optional", in this case Request Category.

[Gena Welk]

Yes - I just couldn't figure out how to make it optional because it was grayed out.  It had been working all this time with that field marked as required, so I don't know what changed.

I finally found the field configuration scheme for the appropriate project, and adjusted the requirement there.

[Dave Mathijs]

Did it resolve your issue?

[Gena Welk]

Yes - my system is happily accepting new email requests.  Thank you for checking!! :)

[Dave Mathijs]

Thanks to click the green Accept answer button in that case.🙂

[Joseph Chung Yin · Accepted solution]

@Gena Welk -

Excellent that you were able to resolve your issue based on @Dave Mathijs suggestion.  What you need to be on the watch for is that how many users in your system having the system admin rights.  All of them can make changes to the Field Configuration Scheme, and it is important for them to communicate the changes among each other.  Lastly, before one touches the field configuration scheme, one should always determine if the scheme is also used by other projects.  If the changes are just for one specific project, then one should create a copy of the scheme and then make the changes. 

Afterward, one will need to update the project's fields configuration scheme to the newly copied scheme.  Essentially, implementing changes without impacting other projects in your env.  This will need to be follow for all configuration scheme used within project(s) in general, so changes doesn't impact other projects unless the changes need to be global.

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

[Gena Welk]

Thank you for these tips, @Joseph Chung Yin !  Very helpful.