# I get an error: Could not create request on behalf of the sender **Symptoms:** Creating service request fails and you can find "**Could not create request on behalf on behalf of the sender.**" in the Incoming Log. The request could not be created in the name of the reporter. **Possible Cause:** The email you are sending mail from once had a customer account on JSD and was deleted, but still has requests reported by them. Jira didn't remove the user fully, that's why it cannot create a new one, but also cannot reactivate the old one. **Diagnosis:** Check if there is a request with the sender's email as the reporter and there is no customer with this email on **Administration>User management>Jira Service Management>Porta**l only customers. **Solution:** Follow these steps to fully remove the user from Jira: 1. Remove the sender from the requests where they are the reporter. 2. Delete the user using `REST: DELETE /rest/api/2/user?username=` Note: you must be a site administrator. For more information, see: 3. Requeue the mail for reprocessing. **Remember**: You should not delete a user, especially after they have interacted with the system. Making them inactive is the preferred solution. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.meta-inf.hu/email-this-issue/faq/email-this-issue-for-jira-cloud-i-get-an-error-could-not-create-request-on-behalf-of-the-sender.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.