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Incoming mail handler failure: invalid license even though users is in jira-software-users

Samantha Rassner

I assigned a Jira software license to a business user so they could submit tickets via email. I tried the anonymous setup, but that quickly failed since she also submits tickets through our service desk and did not remain anonymous for long.

I went ahead and created a full account for her and assigned her to the jira-software-users group which gives her access to the project to which the incoming email handler creates issues.

However, the incoming mail handler is still erring with the message "Cannot create issues die to invalid license"

Accepted answers

Samantha Rassner

I received feedback from Atlassian Support.

There are user accounts created within Jira Service Desk, and that was out of synch with the Atlassian account created for the user in question. The JSD user was the object that was being used to determine license for creation in the email handler.

I went into the JSD user admin and there was an option to merge the JSD account with the Atlassian account (that was a full account). The email handler and JSD are working normally now.

All comments

Rodolfo Romero (RC Inc.)

Hi Samantha,

Can you validate that the Mail Handler was created using one of the "Create a new issue..." Handler options?

Rodolfo

Samantha Rassner

[edited to remove - replied in the wrong place]

Samantha Rassner

Confirmed. It is working for other users. It's this specific user, which happens to be the main person to use this feature, that's it's broken.

Rodolfo Romero (RC Inc.)

Can you confirm that you didn't go over your user license limit?

Samantha Rassner

I added them as a full user to assign a license. We're a small team so far, so no worried about hitting a limit.

Here's where I think there might be a problem. At some point, there was a setting enabled that allowed people in the domain to add themselves as users. I was cleaning up the user list b/c a team member left and saw all the extra users and removed them.

This is where the problem first occurred, so I found another thread on here that showed how to allow anonymous email ticket creation. That worked until Erica interacted with our Service Desk project and she was no longer anonymous.

At that point, I went back and added her back as a full user, thinking it's worth assigning a full license to her since this is a key feature how our teams communicate.

Even though she is now in the system as a user, the system is still seeing her as inactive => no license.

Rodolfo Romero (RC Inc.)

Can you compare the permissions of "Erica" with a user who can create users through email? Although by default users are granted access to Jira Software by adding them to the "jira-software-users" group, this could be changed and decoupled. In those situations, granting access to Jira Software is separate from adding them to the default group.

Samantha Rassner

I received feedback from Atlassian Support.

I went into the JSD user admin and there was an option to merge the JSD account with the Atlassian account (that was a full account). The email handler and JSD are working normally now.

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