Hi Sid,
Here is what I suggest you do:
1. Go to admin, resources and open the user that already has this email address.
2. Change his username and/or email address to something else. You may need to uncheck the External authentication option at the bottom of the page first.
3. Create the user in the portal.
NOTE: This will create a new user in Clarity.
NOTE 2: If this still does not allow you to create a new user in the portal and you cannot find another user with that email address, please open a ticket with the On Demand team so that they can assist you.
4. a. If the first Clarity user does not have any activity that you need to keep track of you are done and he can use this new user in Clarity. Skip to step 8.
b. If the user does have information/activity in Clarity that you need to track, go to step 5.
5. Inactivate the new user created by the portal.
6. Change the username and email address to something other than the email address/username that you used for the first user. You may need to uncheck the External authentication option at the bottom of the page first.
7. Change the username and email address back to the one you want. Again you may need to uncheck external authentication again.
8. If you needed to uncheck the external authentication box earlier, check it again and save.
Let me know if you need clarification on any of the above information.
Sincerely yours,
Jeanne Gaskill
Senior Support Engineer
CA Technologies