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Unable to create case With license expired error

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Posted on by Kavish vaidya

Hello guys,

I am unable to create new cases. This issue started occurring when one of the team members left and their account is now disabled. When creating a case this is the error on portal side: "An unknown failure has occurred. Error ID # [0735e898-4008-4620-b1fc-f6891ed6bd23]"

pastedimage1637125401935v1.png

On CRM side it is showing as license error pointing to expired license of the old user that left the team. On downloading the log file it is showing that SLA is failing because old user's access is being used.

I confirmed that the SLA and all workflows owners are changed to the new user still i am facing the issue. Please check the error details below.

"

Exception Message: The user with SystemUserId= 25bc8aa5-e56d-ea11-a811-000d3a8ccd71 in OrganizationContext= ****** is not licensed, and its SystemUserAccessMode=0 is not either of (NonInteractive=4, SetupUser=1)

ErrorCode: -2147220891
HexErrorCode: 0x80040265

ErrorDetails:
OperationStatus: 0
SubErrorCode: -2146233088
Plugin:
PluginTrace: [Microsoft.Crm.ObjectModel: Microsoft.Crm.Extensibility.InternalOperationPlugin]
[46f6cf4c-14ae-4f1e-98a1-eae99a37e95c: ExecuteWorkflowWithInputArguments]


Starting sync workflow 'Respond/Resolve SLA',  -> Workflow owner is not as specified in error message, Screenshots attached
Entering ConditionStep1_step: Respond/Resolve SLA
Entering ConditionStep5_step: Check condition step - Applicable When- KPI1
Entering ConditionStep7_step:
Entering ConditionStep9_step:
Entering CreateStep14_step: Create SLA KPI Instance
Entering UpdateStep15_step:
Sync workflow 'Respond/Resolve SLA' terminated with error 'The user with SystemUserId=25bc8aa5-e56d-ea11-a811-000d3a8ccd71 in OrganizationContext=*********** is not licensed, and its SystemUserAccessMode=0 is not either of (NonInteractive=4, SetupUser=1)'

"

pastedimage1637126556335v2.png

The workflow is running with correct Owner still it is showing failed and the failure message

"Message: The user with SystemUserId=25bc8aa5-e56d-ea11-a811-000d3a8ccd71 in OrganizationContext=******* is not licensed, and its SystemUserAccessMode=0 is not either of (NonInteractive=4, SetupUser=1)"

Please let me know if there is any other place where the owner needs to be changed?

Thanks

  • Suggested answer
    Kavish vaidya Profile Picture
    Kavish vaidya on at
    RE: Unable to create case With license expired error

    So finally after awful lot of debugging wen found out that it was not because of owner was old user but the modified by was set to old user.. such a PITA.

    anyways please check modified user too if anyone ever faces such issue

  • Kavish vaidya Profile Picture
    Kavish vaidya on at
    RE: Unable to create case With license expired error

    Hello guys,

    Further update on the issue i found out that some plugin is causing this issue. Please check the below error message:

    Sync workflow 'Set Time to Resolve and Time to Respond on Case creation' completed successfully
    Entered Microsoft.Dynamics.Service.Plugins.PreOperationIncidentCreateEntitlement.Execute(), Correlation Id: c9a42a70-c08c-44f3-9120-5fc7b05168ad, Initiating User: d9a49e2d-e443-ec11-8c62-000d3a1fb900
    Exiting Microsoft.Dynamics.Service.Plugins.PreOperationIncidentCreateEntitlement.Execute(), Correlation Id: c9a42a70-c08c-44f3-9120-5fc7b05168ad, Initiating User: d9a49e2d-e443-ec11-8c62-000d3a1fb900
    Entered Microsoft.Dynamics.Service.Plugins.PostOperationIncidentCreateEntitlement.Execute(), Correlation Id: c9a42a70-c08c-44f3-9120-5fc7b05168ad, Initiating User: d9a49e2d-e443-ec11-8c62-000d3a1fb900


    Exception: System.ServiceModel.FaultException`1[Microsoft.Xrm.Sdk.OrganizationServiceFault]: The user with SystemUserId=25bc8aa5-e56d-ea11-a811-000d3a8ccd71 in OrganizationContext=4fd167a7-8a08-41c4-8772-c3478few54bb is not licensed, and its SystemUserAccessMode=0 is not either of (NonInteractive=4, SetupUser=1) (Fault Detail is equal to Exception details:
    ErrorCode: 0x80040265

    Can someone point where i could check the plugin. I already tried plugin registration tool but no help there

    thanks

  • Kavish vaidya Profile Picture
    Kavish vaidya on at
    RE: Unable to create case With license expired error

    Hello ,

    Thanks for your reply

    I again checked the mentioned things:

    1. GUID - I checked the system user id for  "25bc8aa5-e56d-ea11-a811-000d3a8ccd71" from api data. It Is that correct way to check the GUID for user, right?

    2 and 3 - i checked again with advance find option and checked sla, sla kpi and process and filtered with owner == the owner with guid  and status as activated and there are no process and SLA

    Please let me know if you have any additional feedback

    Thanks

  • Suggested answer
    Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Unable to create case With license expired error

    Hi Kavish,

    This clearly tells us that we are using a user account somewhere which is not licensed. Here are the steps to be followed to solve the issue.

    1. Find out the user with GUID.
    2. Check all processes where Owner equals the user of GUID that was shown in the log and assign all those to existing enabled user/service account.
    3. Check all the SLA’s where Owner equals the user of GUID that was shown in the log and assign all those to existing enabled user/service account.

    "25bc8aa5-e56d-ea11-a811-000d3a8ccd71" is guid of the user who have left? And make sure all the owners of the processes and SLAs he has have been changed?

    Also, you can try to clear browser cache or change another browser to test again.

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