Cannot turn on email requests for JIRA Service Desk

[Ian Walker]

I have a request type called 'Service Request' with the following fields.

You can see it has both Summary and Description.

However, when I go to Project Settings > Email Requests > Turn on Email Support, I get this error.

How can I enable the email requests feature so that service request tickets can be sent via email?

Regards - Ian

[Olga Videc · Accepted solution]

Hello @Ian Walker 

The problem is Description field, the Summary is a system field and cant be hidden

To solve this problem

1. Go to your service desk project 
2. Find settings -> choose summary

3. Scroll to the middle and check your Filed configuration name, copy the field configuration name not the scheme name, filed configuration name is under the scheme, it will state something like Jira Service Desk Field Configuration for Project TES 

4. Open this and then you will see the field configuration
5. Use Crtl+F to find Description and check if it's hidden
6. If it's hidden you will be able to press show 

Also, documentation on how email request work 

https://confluence.atlassian.com/servicedeskserver035/receiving-requests-by-email-894759477.html

BR, Olga

[Ian Walker]

Hi @Olga Videc .

Thanks for replying.  I have a field configuration set up and I checked it and Description (Wiki Style Renderer) is not hidden, but it is not required either?

Regards - Ian

[Olga Videc]

Hello @Ian Walker 

Tested it shouldn't be a problem 

Okay check this

Check your screens are summary and description added screens?

Have you tried re-indexing the project?

Also, have you tried creating a new request type and associating it with email? Just for troubleshoot purposes.

BR, Olga

[Ian Walker]

Hi @Olga Videc 

You can see below that my screen has the correct fields.

How do I reindex the project?  The documentation says to go to an Administration section of the Project settings but I don't seem to see it?  Doesn't JIRA reindex automatically now?

Thanks - Ian

[Ian Walker]

@Olga Videc I solved it by creating a new request type called email, which just had the summary and description. 

How can I remove that request type (Email) from the main portal that users see?

It seems silly to go to the portal and be able to see the 'Email' request type.

Thanks - Ian

[Ian Walker]

Update, @Olga Videc - I have it working now!  

Many thanks - Ian

[Jacob Knox-Hooke]

Hi @Ian Walker and @Olga Videc I am encountering your initial issue. I've tried all steps covered in this thread but I still get the error below after creating three different test Request Types with only the 'Summary' and 'Description' fields. 

Do you have any other guidance for solving this issue please?

. D