Unable to set up custom email id as the only recipient ID

Question

Unable to set up custom email id as the only recipient ID. Hence duplicate tickets are getting created everytime when members are mailing issues.

Two id are currently configured are:

1) Cloud: jws@jetprivilege.atlassian.net

2) Custom: jpwebsupport@jetprivilege.com

Nic Brough -Adaptavist- · Answer

I think "remove the extra ones you set up" is what I was heading for, but struggling to get from the description.

That is a far more clear explanation than I would have got to!

Ivan Tovbin · Answer

In JSD cloud every 'Service Desk' type project comes with a cloud email channel pre-configured that uses a default email address, which looks like 'projectKey@yourCompany.atlassian.net'. On top of that you can add a custom email channel that uses a different address.

To remove an email channel (project default or custom) go to Administration -> Applications -> Email requests. There you'll find a list of all currently configured email channels across all your Service Desk projects. From that list you can delete any unwanted email channels.

Nic Brough -Adaptavist- · Answer

You already said that, and it tells us nothing.

Where are you doing this?  How have you "set two addresses"?