Some users can not make tickets through email while others can

[Alex Knapick]

We have Jira set up so that if anyone emails an email address then it creates the ticket. This works for most of our users and even for outside email addresses that dont have jira accounts. however some of them get stuck with the error Cannot create issue due to invalid license: [Sorry, you can't create any issues right now, as you need to have access to a JIRA application to be able to create issues. To gain application access you need to be a member of a group assigned to an application.] I checked to see if it had to do with the groups they were in but nothing is different the users are all from AD and are in the correct groups to have access to the ticket system. 

[Andy Heinzer · Accepted solution]

Hi Alex,

If you have seen this specific error, it is pretty clearly and indication that the user in question does not have the application permissions to create this issue.  We tend to see this happens a lot in cases where you might be using a Jira Core mail handler to create issues in Jira.  When using the kind of mail handler, all the users have to be licensed Jira Core, Jira Software, or JSD Agents in order to create the issues properly.

However with Jira Service Desk, you can use a Service Desk mail handler that will create issues, even for unlicensed JSD customer role users.   If this is a Service Desk project, then you should probably only be using a Service Desk mail handler and avoid the Jira Core mail handler on Service Desk projects altogether.

This scenario is also explained in the KB: Incoming E-mail cannot create issue in JIRA 7.

I would recommend examining the specific mail handler more closely to understand if this is a Core or JSD mail handler.  I believe you could disable the core mail handler here, and instead set this up as a JSD mail handler to avoid this error.  Steps creating this new handler are explained in Receiving requests by email - Jira Service Desk Server Documentation - Atlassian.

[JiraYo]

So i have the exact same problem after upgrading to 7.8.1. Previously portal only users were able to email servicedesk@domain.ca and create a work order, or create a comment. Now we have lost this ability i think and i get the same licensing error

Are you saying that portal users cannot email the servicedesk with this latest release?

I as an administrator and agent, can create work orders.

we are using the core mail handler because it has more features. The service desk mail handler has zero configuration options (such as making CC'ed people into watchers, and also strip quotes). I read some other posts such as this one saying that it might be just a configuration issue, but i am not sure what to change. https://confluence.atlassian.com/cloud/manage-application-access-744721629.html

is there no way to fix this so it behaves as it did in 7.7? its possible some other setting got changed and it was not caused by the upgrade, but we have just noticed this occuring this week after i did the upgrade.

[JiraYo]

Replying to myself because i found the settings for some of that stuff, its under applications -> jira service desk -> Email Requests and seems to cover all projects. So you dont set the mail handler settings at the project level because you set it globally.

/secure/admin/SDMailInfo.jspa

So i guess i was just misconfigured. weird.

CC'ing seems to work as well (adds as request participants which is far better than watchers), although there isnt a specific setting for that.