Choose suitable request type for connected email accounts
When a customer sends an email address that’s connected to your project, 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. Read 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.
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 more about the difference between company-managed and team-managed spaces.
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