Request type not filled for issues received via email

[Joeri Jansen]

In our Jira Service Management project , we configured Email requests. However, issues created for received customer emails are not assigned to a request type, resulting in issues when we reply to the customer.

Email requests are configured to use the request type "Question", which is one of the request types that is also visible in the portal. The "Question" request type has the summary and description as visible fields and an optional field for attachments.

Why are support tickets not assigned to the request type?

[Joeri Jansen · Accepted solution]

It turned out that we had a workflow post create function that set the response type to an invisible type request type. This overruled our project settings and resulted in an empty value. Removing the post function in the workflow resolved the issue.

[Jack Brickey]

Has this always been the case? If you are in a position to test, could you create a new request type and try to use it instead?