Summary

• When adding a custom email address to a Jira Service Desk(JSD) project as per receiving requests by email and the host portion of the email address matches the local part (the part of the email address to the left of the @ symbol i.e. for name@example.tld, the local part is "name") of the Cloud email address" of another project, you'll get a message to the effect of:

  The email address you entered is currently used by the '<project_name>' service desk. 
  Check out our troubleshooting docs for help resolving the issue.
  

Example:

"ITSM" Project	"DA" Project
" "

*Please note that the email address used in our example doesn't actually exist, so the authentication step had failed, but the email address has passed validation - which is the most important step for demonstration purposes.

Environment

• Jira Service Desk

Steps to Reproduce

1. Project A: Navigate to Project settings > Email requests and check the "Cloud email address", e.g. support@dn-instance.atlassian.net..  Take note of this email address.
2. Project B: Navigate to Project settings > Email requests
3. Click "Add a custom email address"
4. Enter the email address "support@dn-domain-name.tld"
5. Enter the remaining details and try to go to the next screen

Expected Results

• You're presented with the next screen where a request type needs to be selected

Actual Results

The email address you entered is currently used by the '<project_name>' service desk. Check out our troubleshooting docs for help resolving the issue.

Notes

• In reference to the example in the "Steps to Reproduce" section, if the custom email address were "suppor@dn-domain-name.tld" - that'd work
• HTTP request response is 400 with this message:

  {"errors":[{"errorMessage":"The email address you entered is currently used by the '<project_name>' service desk."}],"reasonKey":"sd.email.handler.uniqueName.error","reasonCode":"400"}
  

• If the host portions on both the "Custom email address" and "Cloud email address" within the same project, then the validator will pass

Workaround

• Make sure that the "Cloud email address" on other JSD projects don't share the same local part of the email address as the custom email address you're attempting to add to the project.