Failed - Your request could not be created. Please check the fields have been correctly filled in.

[ProtechIT Helpdesk]

Hi all - we have been trying out the helpdesk platform for the last month - things seemed to be working fine until the last few days we noticed some tickets not being created using the email handler.

looking at the email logs - we see several Failed Requests with the following error:

Your request could not be created. Please check the fields have been correctly filled in.

I've tried looking around the forums and googling the error - seems to be linked to the required "Summary" field in the workflow and the solution is to disable the required field - but this is greyed and required - can someone please assist with this.  

[Joseph Chung Yin]

@ProtechIT Helpdesk -

Welcome to the community.  For Summary field, it cannot be disabled because it is a system default field for issues.

Typically, even when you use emails to create issues in your JSM projects, it simply takes the email subject as the issue Summary. 

So your issues have nothing to do with the Summary field.  You need to review your request type configuration to determine if there are anything else that cause your errors further.

Best, Joseph Chung Yin

[Salih Tuç]

"Summary" field is always a required field. You need to configure your email requests where only the Summary and Description fields are required (and these two fields should be visible, of course).

You should check the workflow (and your request type) if there are any other required fields. Please check out the documentation and re-check your configuration for the request type (and issue type, and the workflow on that type).