Looking to remove optional from service desk request

[Sophy Lewis]

Hello

A user goes to raise a ticket in jira service desk using technical support.

Currently products and priority fields are appearing as optional. We want to remove the word optional 

In request types: I have tried to edit the filed to make the  visible fields required.  When I try to click on update nothing happens. Is there another way to make these fields required?

Thanks Sophy

[Petter Gonçalves · Accepted solution]

Hello Sophy,

Can you please confirm if your Request Type is configured to be created through the E-mail channel? You can check it in by the E-mail tag in the request name:

If it is, I'm afraid you will not be able to add more than two fields (Summary and Description) as required, since you can only fill these two fields directly from E-mail. We have reported a bug to our development team to give our customers a clear message about what is wrong when they face this scenario: 

- Trying to set a field as required when editing the fields of a request type does not work

That been said, you must implement one of the workarounds below to allow more fields to be required in your portal:

1 - Navigate to your Service Desk > Project Settings > Email Requests > Turn off email requests

2 - Navigate to your Service Desk > Project Settings > Email Requests > Edit your Cloud Email Address to create an issue with a different request type

Let me know if this information helps.

[Sophy Lewis]

Hello Patterson

Yes it is configured to use email -> 

Thanks for the workarounds - I'll need to check if either make sense for the requirements.

Sophy

[Petter Gonçalves]

You are welcome, Sophy.

Please, let me know if you need help with anything else.