Issue request type

[Jira Softera]

Dear Sir or Madam,

I'm writing with a request about a fault that I was trying to solve but I need some additional information regarding Request type of an issue which is a Service Desk project.

Our client requested that they need Request Type of an issue created via email to be set as Problem, not Email request. As an example below (shown in the picture), I created Request Type manually:

  

While selecting this type of parameter, the issue for some reason isn't created. In Email request section I chose this Request type I created:

Although, It says Email channel is enabled but we still don't receive issues:

I checked the mail flow settings - it says that the email is delivered.

Could you please guide me through any necessary steps I have missed? Are there any additional steps that I need to proceed with?

[Fazila Ashraf]

Hi @Jira Softera 

Instructions on how the email processing logs can be viewed is in https://support.atlassian.com/jira-service-management-cloud/docs/view-the-email-processing-and-connectivity-logs/

Do follow that and see whether it throws any errors

[Jira Softera]

Hello, @Fazila Ashraf

Тhanks for a response. In the link you sent there's one step which requires to press view logs but there's no such button, have any ideas why? 

[Fazila Ashraf]

@Jira Softera  , are you using jira cloud (Saas) as this question is tagged?

If not, What is the version of your jira? If it is actually server/DC version of JIRA, the instructions that you have to follow is https://confluence.atlassian.com/jirakb/troubleshoot-incoming-mail-in-jira-service-management-790960076.html

Jira Administration (cog icon) > Applications > Jira Service Management - Email requests

[Jira Softera]

That instruction helped, thanks! Our Jira version is 4.16.0.

So I checked the logs and saw lots of failure messages:

What should I do next?

[Jira Softera]

Also, sorry, I checked the wrong tag - our Jira is not Saas.

[Fazila Ashraf]

In the problem type, is 'Product' a required field?

For email processing, there shouldnt be a required field.

[Jira Softera]

Where should I check this? In global project settings and problem causing project settings itself I don't see this kind of problem type as a required field.

[Jira Softera]

Also, I'm thinking, maybe it's related to Jira updates related to project email settings. What I mean is, that before the version update when we create project and configure email requests in the username field we would write like this:

After the update, when we configure email requests, we also write support@softera.lt at the beginning of the username but when we reload page it displays as this still:

[Fazila Ashraf]

As per the error message, in the current issue type behind the 'Request type' that is mapped for the email requests (report a problem?) has the field Product as required.

If you make the field not mandatory, it might help. Check for it in the field configuration scheme of the project.

Refer to https://confluence.atlassian.com/servicemanagementserver/setting-up-request-types-939926357.html and https://confluence.atlassian.com/adminjiraserver/specifying-field-behavior-938847255.html

[Jira Softera]

As I understand, this was already set as not mandatory.

[Jira Softera]

Good day,

I tried a few things.

I changed Issue request type to email request and now I'm getting issues via email but i still need my issue request type be as Report an incident. I tried to create custom Automation rule:

But I'm getting these errors:

Have any ideas on how to resolve the problem?