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Cannot create issues via Email, claims it is a licence issue

Whenever a customer tries to create an issue via email, I get the following message in my logs.

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 users have project permissions and create issues via the portal just not via email.

JIRA also claims that comments have been added to existing issues when a customer responds via email but they don't show on the tickets page.



4 answers

1 accepted

1 vote
Answer accepted
Wazza Atlassian Team Dec 10, 2015

Hi @Sys Admin,

This sounds like something isn't working right with the email handler, and I'd suggest contacting our Support team.

For a little more self service, I'd say it sounds like one of two things, either you're trying to use a JIRA mail handler with a Service Desk project, or you don't have JIRA Service Desk, in which case each new person trying to create an issue will need a license for your instance, and that's why they can't create the issue.

Failing that, check with our great support team and they'll sort you out!



1 vote
Dario B Atlassian Team Feb 10, 2016

This seems to be a known issue. For details please see:



I am disgusted by any company that forces their CUSTOMERS to search for basic onboarding answers for hours on end. How I wish my client chose a different system.

Jack Community Leader Dec 26, 2019

Hi Kennen, maybe the Community can help you with your issues. Can you elaborate on what problems you are facing?

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