Service Management Mail Handler breaks if Multiple users have same Email

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Jira Service Management fails to retrieve issues created by a user via email if multiple users have the same email address.



  • Jira Service Management.

Diagnostic Steps

  • Create multiple Service Management customers with the same email address.
  • Send an email as one of the users to create an issue.
  • Service Management Mail Handler would receive the email, likely mark it as processed after a while but no issue is created


Due to there being multiple users with the same email, Jira Service Management gets confused which user to create the issue under(remember that issues created by one customer should not be viewable by another unless they are added as watcher)


  • Confirm that there are no users with duplicated email address.
  • If there are, change the email address of one of them.

Last modified on Nov 23, 2020

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