Summary

The Jira Service Management Mail Handler (configured in Service Desk project via the page Project Settings > Email Requests) fails to create requests from incoming emails due to the following error:

Your request could not be created. Please check the fields have been correctly filled in

This KB article describes one of the known root cause for this issue, how to diagnose it and how to fix it.

Environment

Jira Service Management (JSM) Server / Data Center 4.0.0 or any higher version.

Diagnosis

• A Service Desk project is configured with a JSM Mail handler (configured via the page Project Settings > Email Requests), not to be confused with the Jira Mail Handler (which is configured via the page ⚙ > System > Incoming Mail)
• Incoming emails sent to the address configured in Project Settings > Email Requests configured fail to create new requests in the project

• When going to the Mail Processing logs via the page ⚙ > Applications > JIRA Service Desk > Email Requests, we can see that the incoming emails fail to be processed due to the following error:
  

• When going to the Service Desk project setting page, the following error message keeps popping up in the UI:

  This service project has configuration problems and may not work as expected. View error details and repair the problem

  

• When clicking on "Details of which permissions need to be set", we can see that the error is complaining that the configuration of the Permission Scheme used by this project is not the default one and therefore not the recommended one for a Service Desk project. For example, the Service Desk Customers role is incorrectly added to some permissions, or Service project customer - portal access was incorrectly removed from some permissions:
  
• When creating a new dummy Service Desk project (using the default Permission Scheme) to pull emails from the same mailbox as the problematic project, all the emails are successfully processed and converted into new Service Desk Requests

Cause

When the project permission scheme is customized and therefore no longer the default one that comes out-of-the-box with any Service Desk project, some Service Desk functionalities (such as the Email Requests functionality) might stop working as expected, which will lead to some unexpected behavior. We especially recommend not to remove Service project customer - portal access from any permission.

Solution

Ensure that the Service Desk project is using the default permission scheme configuration. If the permission scheme has already been modified/customized, you can just click on the Upgrade permission scheme button from the pop-up that keeps complaining about the permission scheme.