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User inactive in servicedesk after deactivating



We have the servicedesk incl. portal set up to receive direct e-mails, by users and non-users. Currently we are having an issue with old users (deactivated due to license), still active within the organisation, who are unable to send out an e-mail to the servicedesk. The ticket is not raised, and doesn't show up in the servicedesk.

Because it is not necessary for these users to have a license when sending in a ticket, we would like to know if there is a solution to this?


In short: a formerly active user is unable to send in a ticket to the servicedesk without having a license.


Thank you very much in advance.

1 answer

0 votes
Jack Community Leader Dec 10, 2020

I assume these users are shown as inactive users under User Management. Is that correct? If so can you activate them. Assuming you don’t want them to have any application access just ensure that only Site Access is enabled. 

Hi Jack,

Thank you for replying, one final question with this solution: would these users hold a license?


Thanks again.

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