error in email log

[Tonya Latino]

Enabled Email for the first time in Jira Service Desk (cloud), but test emails submitted to the helpdesk email address are not resolving into a desk ticket.  The Email Log shows a "Fetch call failed with status code: 401" error.  What does this mean and how can it be fixed?

[Angélica Luz]

Hi Tonya,

Thank you for reaching out to Atlassian Community!

I see that you are the site-admin of the site, but in order to see the logs, you also need to be part of the role Administrator in the project.

Please, go to the Project settings > People and add yourself in the role "Administrators".

After that, you will be able to see the logs in order to check why the tickets are not being created.

Regards,
Angélica

[Tonya Latino]

Got it.  now I see the log entries.  where would I go to fix the errors listed below?  

[Angélica Luz]

The error first error means that a field was not filled, but it looks like the field is hidden.

For tickets created through email is important that only the field Summary and Description is visible and required. You can let other fields visible, but they can’t be required since it’s not possible to add the information for these fields using the email.

Please, go to the Project settings > Request types to make the field “Agency” as required.

The second error means that the user/customer who sent the email is inactive. So, please go to Administration > Users or Administration > Jira Service Desk to active the account, so they will be able to create tickets again.