Problem Definition

Currently it is possible to create two different mail handlers for JIRA SD

1. JIRA Service Desk Project Administration > Email requests (hereby refered to as SD mail handler)
2. JIRA Administration > System > Incoming Mail and assign to a Service Desk project (hereby refered to as non-SD mail handler)

This causes problem/confusion to many JIRA Administrators during troubleshooting because some are not aware of this change or its implication since JIRA 7: Why do users need application access to create issues in JIRA 7?

Some JIRA Administrators will attempt to create a non-SD mail handler for the SD project in JIRA Administration > System > Incoming Mail and discover that the mail handler fails to generate the issue from their customer's email. This is due to the reasons explained in the link above (SD customers do not have application access). They are not aware that only the SD mail handler will allow the creation of issues from the email of users without application access.

Suggested Solution

1. Prevent a non-SD mail handler from being assigned to a Service Desk project
2. When JIRA Administrators clicks on "Add Incoming Mail Handler" in JIRA Administration > System > Incoming Mail, display a list of projects.Depending on the selected project, (SD or non-SD project) create the appropriate mail handler
3. Alternatively, force the creation of Service Desk mail handler in JIRA Service Desk Project Administration > Email requests only, but display it as read-only in JIRA Administration > System > Incoming Mail

Workaround

N/A