Get started with Jira Service Management for admins
Your first stop for learning how to get started with Jira Service Management.
Choose suitable request type for connected email accounts
When a customer sends an email to a connected email address, a request is created and the request type linked to the email account is automatically assigned to the request.
It's important to choose a request type suitable for the email channel to ensure that all your email requests are created successfully and filtered into your service project queues.
For an email address, always select a request type that has only Summary and Description as the required fields. If additional required fields are added to a request type that’s linked to an email address, then requests will not be created in your project from customer emails. Find out how to add or remove fields from a request type.
A suitable request type for receiving email requests must have both Summary and Description fields visible, and any other visible fields must be optional. Learn how to create a new 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
You need to be a project admin to set or change the request type for an email account connected to your project.
From your service project, select Project settings, then Channels & self service, then Email.
Under Actions, select Edit.
Select the request type you want to use when creating issues from the given email account.
Select Save.
This page is for company-managed projects
If the lower-left of your service project sidebar says you're in a team-managed project, check out these team-managed project articles instead.
Learn more about the difference between company-managed and team-managed projects.
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