Email request error

[sunita yadav]

I am trying to set up Email request in JIRA service desk but getting an error which says :- 

To receive requests by email, you must have a request type with visible Summary and Description fields. All other request type fields must be optional. You can create a new request type or modify an existing one here.

In request type " Incident", i had kept mentioned fields - Summary and Description as visible field, still i am getting an error. I am not able to set up this, please assist.

[sunita yadav]

[sunita yadav]

Hi Jack, 

Will appreciate your response as i need this fix ASAP. 

[Jack Brickey]

@sunita yadav, first I wanted to point out that I do not work for Atlassian. I'm a user like yourself. That is the basis of the Community. The only reason I mention this is that response times can vary in this forum but generally are exceptional.

With that said, you haven't provided what is needed to help you resolve your issue. First are you an admin? If not please stop here and reach out to your admin as you will not be able to fix the issue. If you are an admin, and I suspect you are, then read on.

The following instructions are for Cloud. If you are on server it may be slightly different but you should be able to figure it out.

1. navigate to your project where you wish to support email ticket creation
2. click on Settings
3. click on Email requests
4. make sure that you have the desired email address defined. In cloud you will have an atlassian provide option and you can add one of your own.
5. Ensure that you have selected the request type associated w/ either one or both of the emails. (See below)
6. Test it out.

If everything that I have shared is already in place then I would like to see screen shot similar to what I provided above and also include the screenshot of the Request types page where the Request type for email is shown.

Finally, please reference this document for more info as it may help you.

[Jack Brickey]

is "incident" allocated to email? Can you provide screen shots of your request types screen and the associated fields screen for Incident?