We have been experiencing this issue long enough that it has become an issue. We have a Service Desk setup to create tickets from email submissions. Randomly, a customer will send an email (either to create a new ticket, or in reply to an open ticket) and the system just drops the message.
I can check the users sent items and can see the message. I can check our receiving account and verify it was received and processed out by JIRA. When I check the email logs in Service Desk, there is simply no record of the message. When I look at the mail.log on the server, I can match the transaction to this error:
2018-08-01 16:33:00,979 WARN [Helpdesk] Caesium-1-2 anonymous Help Desk Help Desk[10500]: 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.]
The user in question was able to send an email and generate a ticket 1 hour prior, 15 minutes prior, and on the following day. This specific message is also from a frequent submitter, so I know they have the ability to create tickets. There was also ticket created from a different user 1 minute later.
My log files are full of this error. What is causing this and how can we resolve it?
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