error with the email ticket system.

[Sunoop Puthur]

I am unable to create a service desk ticket via email and I am receiving the following error. Could you please assist me in resolving this issue?

error- Your request could not be created. Please check the fields have been correctly filled in. Please provide a value for required field 'customfield_10003'

[Alisa Zamaraeva]

Hi @Sunoop Puthur 

Emailed requests can have only 2 required fields - Summary and Description and they both have to b visible on portal. All other fields must be only optional or hidden with preset value.

In other words the custom field you mentioned have to be optional or be with a preset value.

Choose a request type for email requests  - some documentation for it.

[Sunoop Puthur]

Could you please specify how to resolve this issue?

The link you mentioned below is not working; I'm receiving a 404 error.

[Alisa Zamaraeva]

To resolve it you need to open your service desk project settings > Request types, then you need to find the one that connected to email channel, it's marked with this - 

Then you go to this request type settings and check its fields. Summary and Description must be present, all other fields should be hidden or be optional (i.e. not marked as required).

For example, here's how it works for us: 

Also you can create new request type in the Request types section and then assign it to email channel (to assign visit service desk project settings > Email requests > Options > Configure email request types).