"Reply-to address cannot be deleted" when trying to remove an external email address on Jira Service Management cloud projects.

Summary

There are situations where we need to disconnect a custom email address from our service projects to either reconnect it again or remove it completely. Sometimes, when we try to remove the custom address, the "Remove" action is greyed out, displaying the "Reply-to address cannot be deleted" message, and we cannot complete the action.

Cause

This happens because that custom email address was configured as the service project's "Reply-to address".

Solution

To remove that custom email address, first, we need to update the "Reply-to address" to a different address than the one we want to remove.

Once the "Reply-to address" is updated, the "Remove" action will become available so you can proceed with the disconnect.

References

• Receive requests from multiple email addresses in your project