Customer can´t create Service Desk

[//SEIBERT/MEDIA]

Hi Atlassians,

our customer recently purchased a JSD license to add it to their Jira Software and Jira Core environment. However they are experiencing difficulties with creating Jira Service Desk projects in their testing environment and therefore are not able to use Jira Service desk in prod. The problem occurs with the purchased Jira Service Desk license as well as with an evaluation license. 
Can you please advice?

Thank you.

[Nic Brough -Adaptavist-]

Could you explain "experiencing difficulty"?  What is the problem?  And what is the state of the Jira Service Desk application in the systems they are working in?