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

Dave Giles_zj8mk1

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?

 

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.