How to fix 'The issue couldn’t be created due to the required fields in the request form' error

Problem

Sometimes, the below error message may display when a message is sent to the chat widget: The issue couldn't be created due to the required fields in the request form.

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Solution

For the chat widget to function correctly, you need to adjust the field configurations specifically for the Chat Request type. Here’s what you need to do:

1. Make fields optional

   Ensure there are no Required fields for Chat requests in your Jira configuration except for the summary. When a message is sent, an issue is created in Jira, and all other details and values from the pre-chat form are populated. This process uses different APIs for Create and Update actions but should not affect other Jira configurations.
   
   

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Request Type Configuration in your JSM Project settings

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Fields are marked “Required”

2. Adjust field configurations

   Mark the custom fields as optional or disable only for the Chat Request type. Jira allows different settings for request types, even if they are linked to the same issue type.

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   The field Required is Optional/disabled

Handling required fields in Pre-chat form
If any fields need to be required in the Pre-chat form, mark them in the Chat app settings, not in the Jira field configuration.

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Field marked Is Required for Pre-chat form