Issue Summary

Within Jira, when creating an incoming mail handler to create a ticket on a Jira Software or Jira Service Management project and setting the Forwarder email address, when ticket creation fails, an email is sent to the forwarding address regarding this issue.

Based on the message of the email, the original email that failed to create the ticket should be attached. This behavior seems to vary depending on the mail client used, such as in the case of Outlook, an empty eml file is attached while emails originating from G Suite appear to have no attachments at all.

An example email received:

This is an automated email from the issue creation service at "https://your-site.atlassian.net".

An error was encountered whilst handling messages from the mail server
"Testing forward" using the handler "class com.atlassian.jira.plugins.mail.handlers.CreateOrCommentHandler".

The error was:
------------------------
"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 error and the email that caused the error are attached to this email.

If this is a recurring problem, you may wish to contact a system administrator to check the parameters of your mail fetching service:



--
This message was sent by Atlassian Jira
(v${build.version}#${build.currentBuildNumber})

Steps to Reproduce

1. Navigate to Settings > System > Incoming mail
2. Click Add incoming mail handler
3. Setup a mail handler to create a new issue on a ticket
4. Select a forwarder email address

Once the mail handler is setup, email jira@your-site.atlassian.com from a user account that does not have permission to create an issue on the project. The above email should be sent to the forwarder email address.

Expected Results

As noted above, "The error and the email that caused the error are attached to this email.", however this is not working.

Expectation is that the original email that failed to create the issue is attached.

Actual Results

The email that failed to create the email is not attached.

Workaround

Currently there is no known workaround for this behavior. A workaround will be added here when available