Unable to select request type for email replies

[Jonathan Pierson]

Hello,

I am unable to select certain request types for email replies in this project. Several of the default request types and a select few of the project's custom request types are listed.

Some research indicated that these request types needed to have the Summary and Description fields required. All of the types that are missing from the dropdown have these fields.

There are a series of ticket types that have these fields that aren't showing up in the drop-down.

How should I continue troubleshooting and solving this issue?

[Frederic Chartrand · Accepted solution]

I think I understand what's the problem. If you look at this page :

https://support.atlassian.com/jira-service-management-cloud/docs/choose-a-request-type-for-email-requests/ 

You'll see at the bottom that : 

A suitable request type for receiving email requests must have both Summary and Description fields visible, and any other visible fields must be optional.

Since you have more than these two fields required, this is why you don't see it in your dropdown menu. Can you try and let me know ?

[Frederic Chartrand]

Hi @Jonathan Pierson 

The dropdown often doesn'T show all the requests available. Have you tried typing the name of the request type in the field ? Normally you should see your request type.

Let me know.

Have a nice day !

Frederic Chartrand

FMX Solutions - Gold Solution Partner

[Jonathan Pierson]

Hello Frederic!

Thank you for offering your solution: I have tried to peruse the full list as well as typing one of the excluded request types into the box, but there are no results. See this image of searching for the "Capital Commitment Change" request type shown above: 

[Frederic Chartrand]

I think I understand what's the problem. If you look at this page :

https://support.atlassian.com/jira-service-management-cloud/docs/choose-a-request-type-for-email-requests/ 

You'll see at the bottom that : 

A suitable request type for receiving email requests must have both Summary and Description fields visible, and any other visible fields must be optional.

Since you have more than these two fields required, this is why you don't see it in your dropdown menu. Can you try and let me know ?

[Jonathan Pierson]

Thank you for that information! I have adjusted one of the affected request types with this information, making the other fields optional. This has fixed the problem in testing! Thank you for helping me isolate the issue.

Is it possible to mark a reply as the accepted solution? 

[Frederic Chartrand]

I've just reposted it as an answer. :) Thank you and have a nice day !