Troubleshooting issues with request types

Configuring request types and workflows

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This page contains information about the errors and problems that you might have when setting up request types for your service desk.

 

 

Issue Resolution

Cannot delete the request type because it is the default request type for the email channel.

Details...

If you see this error when trying to delete a request type, it means that the email channel for your service desk uses this request type as the default one for all the requests coming from emails. When JIRA Service Desk pulls emails from the associated email account and creates requests, this request type is assigned to the requests automatically.

JIRA administrators can change the default request type for email requests to be another one by going to Settings > Email settings in your service desk. For more information about the email channel setup, see Receiving requests by email

Cannot show a hidden field or make an optional field required because the request type is the default for the email channel.

Details...

When JIRA Service Desk creates new requests from emails sent to the email account associated with your service desk, it copies the email subject to the Summary field and the email content to the Description field. When more fields are required, JIRA Service Desk cannot parse emails to fill them in with correct values. 

You have the following options.

  • If you want to show a hidden field, make it an optional one. 
  • Ask your JIRA administrator to change the default request type for the email channel to use a different request type, and then modify your request type to include more required fields. You can also create a new request type for the email channel if no existing types are suitable. For more information about the email channel setup, see Receiving requests by email.

Request type displayed as "No match" in agent view.

Details...

In JIRA Service Desk, the service desk request type is stored with the PortalKey/RequestTypeName value. For example, a "New Feature" request created in your "HelpDesk" Customer Portal would have the HelpDesk/NewFeature value. When you move this request to a new project, the HelpDesk/NewFeature value no longer matches the new project's Customer Portal name and request type values.

You have the following options.

  • When you move a single issue to a new project, simply edit the service desk request type field with the correct request type:
  • If you need to move a group of issues, you can search for issues with the same issue type in your existing project and then use the Bulk Edit wizard. In the third step, check Change Customer Request Type and select the request type that applies to this group of issues:
Last modified on Jun 3, 2015

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