email requests stopped creating tickets in JIRA Service Desk Cloud

[Tammy Ince]

Our customers used to have the ability to send an email and a jira service desk request would be created. We have this on 4 projects and none of them are working anymore. Did JIRA change something? Here are some screenshots of the logs.

[Angélica Luz]

Hi Tammy,

Thank you for reaching out to Atlassian Community!

The errors of the first screenshot usually happen and as it’s connecting after 1 minute, so it shouldn’t affect the ticket creation.

The second one shows that the request type has many required fields, that’s why the tickets are not created.

For tickets to be created through email, only the summary and description can be required, all other fields must be optional.

To fix this, please go to the Project settings > Request types and make other fields for the request type related to email to be optional.

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

Regards,
Angélica

[Tammy Ince]

When did this change? We have always had multiple required fields and emails created tickets until recently. Having the fields be optional doesn't work for us, it requires too much back and forth between the agent and the customer.

[Angélica Luz]

It was always like that for request types used for the email channel. You can find this information on the documentation below:

• Choose a request type for email requests

The information on who changed the fields to required does not show on the audit log, so we can’t tell when and who changed.

Note that, on emails, we can just add summary and description (body of the email), so even if we could add other required fields, Jira wouldn’t redirect the information to the other fields.

For request types used to create tickets in the customer portal, you can add other fields as required.