Cannot create issue due to invalid license

[Mornay Smith]

Hi all we have an issue when customers log tickets we receive the error "Cannot create issue due to invalid license".As per my understanding JIRA Service Desk supports unlimited customers (people creating requests). these customers were able to log tickets before. this seems to be related to all users. even newly created users. i do have it set that customers must have an existing account to email requests. and all customers including my test mail account has an account but i still receive the same error. customer settings are set to

Who can raise requests?

 Customers who have an account on this Jira site

[Hernan Halabi - Elite IT Consulting Group]

@Mornay Smith the error might not necessarily come from Jira service desk, specially if you checked the license and says it's ok (make sure you didn't exceed the agents number). Another thing causing the error could be an app that is part of the workflow transition setup that need the license reviewed/updated

[Mornay Smith]

hi @Hernan Halabi - Elite IT Consulting Group the only other app i have is a charting app which was out of trial period. i haven now disabled the app and still get the same error when attempting to log tickets. 

[Hernan Halabi - Elite IT Consulting Group]

And licenses show ok if you go and check it?can you send some screenshots?

[Mornay Smith]

yes so licences are showing fine this is specifically external customers that get the error if i send from my mail address which is associated to a agent licence it go's through no issue. are there any more screenshots i can send to help with trouble shooting? (we are now upgrading to 5 licences as we do require more) 

[Hernan Halabi - Elite IT Consulting Group]

@Mornay Smith sorry for the delay on the response, did the upgrade actually help to overcome this issue or still need help with the troubleshooting?

[Mornay Smith]

@Hernan Halabi - Elite IT Consulting Group im still waiting on my accounts department for the upgrade will update as soon as it has been done