Details
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Bug
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Resolution: Fixed
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Medium
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None
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2.6.0-OD-06
Description
NOTE: This bug report is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding bug report.
Summary
Occasionally the Service Desk mail handler loses the ability to connect to the Cloud Mail Storage. This causes all mail to stop being processed.
Environment
- Cloud only
- Using built-in Email addresses (ie projectname@yourinstance.atlassian.net)
Steps to Reproduce
- Unknown at the moment, highly likely related to weekly maintenance.
Expected Results
Mail channels process their mail correctly
Actual Results
The Mail Log in the JIRA Service Desk email settings will show repeated errors:
Authentication failed.
Trying to Test the Mailbox connection shows the following Error:
A mailbox with that current name or alias could not found. in the UI.
In the logs the following stacktrace is thrown:
2015-07-24 13:56:29.360212500 2015-07-24 13:56:29,320 ajp-nio-127.0.0.104-8009-exec-241 ERROR sysadmin 836x51251x1 1ruaw25 46.243.25.78,165.254.226.161 /rest/servicedesk/1/servicedesk/admin/email/test [atlassian.mail.incoming.jepp] Unable to connect to the server at mailstore due to the following exception: 2015-07-24 13:56:29.360214500 javax.mail.AuthenticationFailedException: Authentication failed. 2015-07-24 13:56:29.360215500 at com.sun.mail.pop3.POP3Store.protocolConnect(POP3Store.java:208) 2015-07-24 13:56:29.360215500 at javax.mail.Service.connect(Service.java:295) 2015-07-24 13:56:29.360224500 at javax.mail.Service.connect(Service.java:176) 2015-07-24 13:56:29.360224500 at javax.mail.Service.connect(Service.java:196) 2015-07-24 13:56:29.360225500 at com.atlassian.jira.internal.mail.processor.feature.channel.connectionverifier.DefaultChannelConnectionVerifier.verifyConnectionDefinition(DefaultChannelConnectionVerifier.java:60) 2015-07-24 13:56:29.360225500 at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method) 2015-07-24 13:56:29.360227500 at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:62) 2015-07-24 13:56:29.360227500 at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43) 2015-07-24 13:56:29.360228500 at java.lang.reflect.Method.invoke(Method.java:497) 2015-07-24 13:56:29.360230500 at org.springframework.aop.support.AopUtils.invokeJoinpointUsingReflection(AopUtils.java:307) 2015-07-24 13:56:29.360231500 at org.springframework.osgi.service.importer.support.internal.aop.ServiceInvoker.doInvoke(ServiceInvoker.java:58) 2015-07-24 13:56:29.360231500 at org.springframework.osgi.service.importer.support.internal.aop.ServiceInvoker.invoke(ServiceInvoker.java:62) 2015-07-24 13:56:29.360232500 at org.springframework.aop.framework.ReflectiveMethodInvocation.proceed(ReflectiveMethodInvocation.java:171) 2015-07-24 13:56:29.360233500 at org.springframework.aop.support.DelegatingIntroductionInterceptor.doProceed(DelegatingIntroductionInterceptor.java:131) 2015-07-24 13:56:29.360234500 at org.springframework.aop.support.DelegatingIntroductionInterceptor.invoke(DelegatingIntroductionInterceptor.java:119) 2015-07-24 13:56:29.360234500 at org.springframework.aop.framework.ReflectiveMethodInvocation.proceed(ReflectiveMethodInvocation.java:171) 2015-07-24 13:56:29.360236500 at org.springframework.osgi.service.util.internal.aop.ServiceTCCLInterceptor.invokeUnprivileged(ServiceTCCLInterceptor.java:56) 2015-07-24 13:56:29.360236500 at org.springframework.osgi.service.util.internal.aop.ServiceTCCLInterceptor.invoke(ServiceTCCLInterceptor.java:39) 2015-07-24 13:56:29.360238500 at org.springframework.aop.framework.ReflectiveMethodInvocation.proceed(ReflectiveMethodInvocation.java:171) 2015-07-24 13:56:29.360239500 at org.springframework.osgi.service.importer.support.LocalBundleContextAdvice.invoke(LocalBundleContextAdvice.java:59) 2015-07-24 13:56:29.360239500 at org.springframework.aop.framework.ReflectiveMethodInvocation.proceed(ReflectiveMethodInvocation.java:171) 2015-07-24 13:56:29.360240500 at org.springframework.aop.support.DelegatingIntroductionInterceptor.doProceed(DelegatingIntroductionInterceptor.java:131) 2015-07-24 13:56:29.360241500 at org.springframework.aop.support.DelegatingIntroductionInterceptor.invoke(DelegatingIntroductionInterceptor.java:119) 2015-07-24 13:56:29.360242500 at org.springframework.aop.framework.ReflectiveMethodInvocation.proceed(ReflectiveMethodInvocation.java:171) 2015-07-24 13:56:29.360243500 at org.springframework.aop.framework.JdkDynamicAopProxy.invoke(JdkDynamicAopProxy.java:204) 2015-07-24 13:56:29.360243500 at com.sun.proxy.$Proxy4925.verifyConnectionDefinition(Unknown Source) 2015-07-24 13:56:29.360244500 at com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.JEPP.JEPPServiceImpl.testChannelConnection(JEPPServiceImpl.scala:46) 2015-07-24 13:56:29.360250500 at com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.EmailPlatformChannelManagerImpl.com$atlassian$servicedesk$internal$feature$emailchannel$emailplatform$EmailPlatformChannelManagerImpl$$testChannelConnection(EmailPlatformChannelManagerImpl.scala:421) 2015-07-24 13:56:29.360253500 at com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.EmailPlatformChannelManagerImpl.com$atlassian$servicedesk$internal$feature$emailchannel$emailplatform$EmailPlatformChannelManagerImpl$$testEmailChannelConnectivity(EmailPlatformChannelManagerImpl.scala:348) 2015-07-24 13:56:29.360255500 at com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.EmailPlatformChannelManagerImpl$$anonfun$testEmailChannel$2$$anonfun$apply$19.apply(EmailPlatformChannelManagerImpl.scala:147) 2015-07-24 13:56:29.360256500 at com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.EmailPlatformChannelManagerImpl$$anonfun$testEmailChannel$2$$anonfun$apply$19.apply(EmailPlatformChannelManagerImpl.scala:146) 2015-07-24 13:56:29.360257500 at scalaz.$bslash$div$class.flatMap(Either.scala:117) 2015-07-24 13:56:29.360258500 at scalaz.$bslash$div$minus.flatMap(Either.scala:283) 2015-07-24 13:56:29.360260500 at com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.EmailPlatformChannelManagerImpl$$anonfun$testEmailChannel$2.apply(EmailPlatformChannelManagerImpl.scala:146) 2015-07-24 13:56:29.360261500 at com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.EmailPlatformChannelManagerImpl$$anonfun$testEmailChannel$2.apply(EmailPlatformChannelManagerImpl.scala:145) 2015-07-24 13:56:29.360262500 at scalaz.$bslash$div$class.flatMap(Either.scala:117) 2015-07-24 13:56:29.360263500 at scalaz.$bslash$div$minus.flatMap(Either.scala:283) 2015-07-24 13:56:29.360263500 at com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.EmailPlatformChannelManagerImpl.testEmailChannel(EmailPlatformChannelManagerImpl.scala:145) 2015-07-24 13:56:29.360264500 at com.atlassian.servicedesk.internal.feature.emailchannel.EmailChannelManagerDelegator.testEmailChannel(EmailChannelManagerDelegator.scala:104) 2015-07-24 13:56:29.360265500 at com.atlassian.servicedesk.internal.feature.emailchannel.EmailChannelService$$anonfun$testEmailChannel$3.apply(EmailChannelService.scala:157) 2015-07-24 13:56:29.360266500 at com.atlassian.servicedesk.internal.feature.emailchannel.EmailChannelService$$anonfun$testEmailChannel$3.apply(EmailChannelService.scala:157) 2015-07-24 13:56:29.360268500 at scalaz.$bslash$div$class.fold(Either.scala:40) 2015-07-24 13:56:29.360268500 at scalaz.$bslash$div$minus.fold(Either.scala:283) 2015-07-24 13:56:29.360268500 at com.atlassian.servicedesk.internal.feature.emailchannel.EmailChannelService.testEmailChannel(EmailChannelService.scala:155) 2015-07-24 13:56:29.360269500 at com.atlassian.servicedesk.internal.rest.GlobalEmailChannelResource$$anonfun$1$$anonfun$apply$3$$anonfun$apply$4.apply(GlobalEmailChannelResource.scala:45) 2015-07-24 13:56:29.360270500 at com.atlassian.servicedesk.internal.rest.GlobalEmailChannelResource$$anonfun$1$$anonfun$apply$3$$anonfun$apply$4.apply(GlobalEmailChannelResource.scala:43)
As long as this is active the following error is repeatedly logged as JIRA tries to automatically process emails.
2015-07-24 13:53:04.266884500 2015-07-24 13:53:04,266 atlassian-scheduler-quartz1.clustered_Worker-2 ERROR ServiceRunner [mail.incoming.jepp.puller] Error when MailPullerWorker pulls emails: Authentication failed. 2015-07-24 13:53:06.265341500 2015-07-24 13:53:06,265 atlassian-scheduler-quartz1.clustered_Worker-2 ERROR ServiceRunner [mail.incoming.jepp.puller] Error when MailPullerWorker pulls emails: Authentication failed. 2015-07-24 13:53:58.404594500 2015-07-24 13:53:58,404 atlassian-scheduler-quartz1.clustered_Worker-4 ERROR ServiceRunner [mail.incoming.jepp.puller] Error when MailPullerWorker pulls emails: Authentication failed. 2015-07-24 13:54:04.268416500 2015-07-24 13:54:04,268 atlassian-scheduler-quartz1.clustered_Worker-4 ERROR ServiceRunner [mail.incoming.jepp.puller] Error when MailPullerWorker pulls emails: Authentication failed. 2015-07-24 13:54:06.271473500 2015-07-24 13:54:06,271 atlassian-scheduler-quartz1.clustered_Worker-4 ERROR ServiceRunner [mail.incoming.jepp.puller] Error when MailPullerWorker pulls emails: Authentication failed. 2015-07-24 13:54:58.395066500 2015-07-24 13:54:58,394 atlassian-scheduler-quartz1.clustered_Worker-1 ERROR ServiceRunner [mail.incoming.jepp.puller] Error when MailPullerWorker pulls emails: Authentication failed. 2015-07-24 13:55:00.394567500 2015-07-24 13:55:00,394 atlassian-scheduler-quartz1.clustered_Worker-1 ERROR ServiceRunner [mail.incoming.jepp.puller] Error when MailPullerWorker pulls emails: Authentication failed. 2015-07-24 13:55:03.393513500 2015-07-24 13:55:03,393 atlassian-scheduler-quartz1.clustered_Worker-1 ERROR ServiceRunner [mail.incoming.jepp.puller] Error when MailPullerWorker pulls emails: Authentication failed.
Workaround
Disable and re-enabled the Mail channel for the affected Service Desks. Mails will start being processed again.
