error creating tickets from email. It was working, then it stopped!

[Dave Giles]

Hi,

Relatively new to Jira cloud (using the free service desk version).  I've set up service manager (as a one person IT helpdesk) and I did have it collecting emails sent to 'helpdesk@domain.com' and creating tickets.  But, it has now stopped working and I get 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.]'

What have I done wrong?

[Dave Giles]

@Joseph Chung Yin 

Amazing thank you.

Ok - so, all of my users are there (from directory sync I assume!) and they have 'Service Desk Customer' selected in their drop down.

I don't have SSO set up (we're using the free licence - we're a very small non-profit).

I've searched for my test user and this is what I got.

Thanks!

[Joseph Chung Yin]

@Dave Giles -

Welcome to the community first of all.  In JSM typically, one must be associated to the project's Service Desk Customer role to have the ability to create issue.

Can you check to see "service manager" account setup to ensure it has access to to your env and JSM project in question?  I assume you are trying to create ticket in your JSM project(s) and not Jira software project(s).

Let me know what your findings are, so I can suggest further of the next steps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Dave Giles]

Thanks Joseph!

Sorry - I'm not sure where to look for that!  Could you give me some guidance?

Cheers,

Dave.

[Joseph Chung Yin]

@Dave Giles -

For project role verification -

1) Go to your JSM project in question, then access Project settings

2) In the Project settings >> People

Let me know what you find.

Best, Joseph

[Dave Giles]

Amazing thank you.

Ok - so, all of my users are there (from directory sync I assume!) and they have 'Service Desk Customer' selected in their drop down.

I don't have SSO set up (we're using the free licence - we're a very small non-profit).

I've searched for my test user and this is what I got.

[Dave Giles]

just doing some testing with a co-worker.  I asked him to submit an email ticket, he did, I got it and he got the 'we're working on it email'. BUT, when I go to the notification helper he is showing up twice and it tells me he doesn't have permission to view the issue (testing with either of the two user entries), even though he created it and is a 'service desk customer' in the project people settings.

Interestingly, he only shows up once in the 'people' list, not twice as in the screenshot.

[Joseph Chung Yin]

In regards to issue viewing, creator of the issues (this case it will be the customer typically), he/she can only access the issues via the Portal UI and not direct Issue UI found within the project UI.

So, you are still not able to get issue created via email right for your specific user?

Best, Joseph

[Dave Giles]

Ahh ok.  

The issue creates OK and seems to work in terms of email comments coming back (if the user replies to the email.)

Why is he being listed twice?

The portal asks him to log in - I assume he needs to create a user account because I can't set up SSO on the free licence?

[Joseph Chung Yin]

@Dave Giles -

The reason why your user has two accounts, it can be caused by the following -

1) The person's account got created when he/she send email for issue submission.

2) Subsequently, you or the system admin create the second account manually.

For portal access, user will need to log into your env using his/her email address + pwd.  Thus, the email address needs to be unique.

Can you tell me how did the second account got created?

Best, Joseph

[Dave Giles]

Hi Joseph,
I hope you had a good weekend.

It has to have been reason 1 - auto creation, because I am the admin (and the only IT person!) and I didn't create it.