While Setting a Service Desk Mail Handler we get an error "This email address is already in Use"
In JIRA Service Desk Cloud, while setting a mail handler to firstname.lastname@example.org we get and error, this email address is already in use by another project. However, the mail address is not configured as a mail handler anywhere in any project.
This issue occurs is the first part of the mail address of the handler matches that of a default cloud mail handler in another project. For example, in an instance Project A has a default cloud mail handler as email@example.com and for Project B we try to configure a custom mail handler firstname.lastname@example.org. Though email@example.com does not exist in any project, we will get this error as the first part of mail handler address of both projects is "Support".
- Go to the Project A --> Project settings
- Email requests
- Edit the Cloud email address firstname.lastname@example.org to a test address (Temporarily)
- Once the value Support is free, Create the Custom mail address in the required project.
- Once done Update the Cloud Email address in the Project A to email@example.com.