Symptoms

Service Management Issues are not being created by users when e-mail body is left blank. There is a feature request JSDCLOUD-818 - Getting issue details... STATUS  addressing the lack of notifications to Service Management users.

The following appears in the Service Management Mail Channel Processing Log:  JSM Project Settings > Email Requests  > View Log > Processing Log

Message body is empty where Description field is required

Cause

By default, Jira Service Management sets the field Mapped to Summary and the field mapped to Description as required.  For new requests, Jira Service Management creates new issues by copying the Email Subject to the Summary field and the Body of the Email to the Description field. So if the Description (E-mail body) is blank, the issue is not created, and as noted in the Feature Request above, there is no notification to the Service Management Customer if this fails.  

• Additionally, there should not be any required fields for issues created by e-mail other than the field mapped to the Summary field or this will prevent the issue from being created.  This is noted on Receiving requests by email:  A suitable request type for the email channel must have the Summary field and the Description field as visible fields. Any other fields must be optional.

Resolution

• Navigate to: Desired Project > Settings > Request Types > Actions > Edit Fields (for desired request type)

• Identify the Field Mapped to Description: click into a text box to edit and the issue field is identified under the Display Name

  • Set this to NO under the Required column