Choose suitable request type for connected email accounts
When a customer sends an email address that’s connected to your space, a work item is created and its request type linked to the email account is automatically assigned to the request.
It's important to choose a request type suitable for each email channel so that all your email requests are sent to the right queues.
Keep in mind
A request type for receiving email requests must have both Summary and Description fields visible, and any other visible fields must be optional. Find out how to create a new request type.
If additional required fields are added to a request type that’s linked to an email address, then work items won’t be created in your space from customer emails. Find out how to add or remove fields from a request type.
The Description (system field) is necessary for the processing of requests received via email with a Jira Service Management mail handler, so you can’t remove it from the request types being used for this purpose.
Change the request type for an email account
You need to be a space admin to set or change the request type for an email account connected to your space.
Select Channels & self service, then Email.
Under Actions, select Edit.
Select the request type you want to use when creating work items from the given email account.
Select Save.
This page applies to company-managed spaces only.
Read about the difference between company-managed and team-managed spaces.
Was this helpful?