Details
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Bug
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Resolution: Duplicate
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Low
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None
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7.2.3
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7.02
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2
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Severity 2 - Major
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2
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Description
Summary
Improve the way JIRA handles emails when there are slow transfer speeds between the application server and the mail server to avoid duplicate issues being created.
Steps to Reproduce
- N/A can be hard to replicate as this is directly correlated to the transfer speeds between JIRA and the SMTP server. Note that this can happen with small files (2 MB) taking up top 30 mins to attach to JIRA, so not necessarily related to size. In other words, the duplicates were traced down to slow transfer speeds.
Expected Results
JIRA will handle IMAP emails without creating duplicate issues, regardless of transfer speeds.
Actual Results
JIRA can create multiple duplicate tickets for the same email
Here's an example of 4 tickets created from the same email. Note the different Caesium threads and that attachments were added to different tickets:
2017-03-14 14:09:18,172 | INFO | Caesium-1-3 | [JIRA] | Caesium-1-3 | anonymous | | | | user | user[15100]: Added comment 'An error occurred... 'by 'anonymous' to issue 'HYPE-452' 2017-03-14 14:09:17,870 | ERROR | Caesium-1-3 | [JIRA] | Caesium-1-3 | anonymous | | | | user | Exception while adding attachments to HYPE-452. Some attachments from the message might be missing. Making a note on the issue. | 2017-03-14 14:09:16,182 | INFO | Caesium-1-2 | [JIRA] | Caesium-1-2 | anonymous | | | | user | user[15100]: Added comment 'An error occurred... 'by 'anonymous' to issue 'HYPE-453' | 2017-03-14 14:09:15,788 | ERROR | Caesium-1-2 | [JIRA] | Caesium-1-2 | anonymous | | | | user | Exception while adding attachments to HYPE-453. Some attachments from the message might be missing. Making a note on the issue. | java.io.IOException: Error while reading attachment, resulting file was incomplete and has been removed. 2017-03-14 14:09:09,789 | INFO | Caesium-1-1 | [JIRA] | Caesium-1-1 | anonymous | | | | user | user[15100]: Added comment 'An error occurred... 'by 'anonymous' to issue 'HYPE-451' | 2017-03-14 14:09:09,178 | ERROR | Caesium-1-1 | [JIRA] | Caesium-1-1 | anonymous | | | | user | Exception while adding attachments to HYPE-451. Some attachments from the message might be missing. Making a note on the issue.
2017-03-14 14:08:59,766 | INFO | Caesium-1-3 | [JIRA] | Caesium-1-3 | anonymous | | | | user | user[15100]: Added attachment to issue 'HYPE-450' | 2017-03-14 13:17:57,182 | INFO | Caesium-1-2 | [JIRA] | Caesium-1-2 | anonymous | | | | user | user[15100]: Added attachment to issue 'HYPE-453' | 2017-03-14 13:17:40,013 | INFO | Caesium-1-2 | [JIRA] | Caesium-1-2 | anonymous | | | | user | user[15100]: Issue HYPE-453 created | 2017-03-14 12:33:11,822 | INFO | Caesium-1-3 | [JIRA] | Caesium-1-3 | anonymous | | | | user | user[15100]: Added attachment to issue 'HYPE-452' | 2017-03-14 12:32:54,400 | INFO | Caesium-1-3 | [JIRA] | Caesium-1-3 | anonymous | | | | user | user[15100]: Issue HYPE-452 created | 2017-03-14 11:41:23,784 | INFO | Caesium-1-1 | [JIRA] | Caesium-1-1 | anonymous | | | | user | user[15100]: Added attachment to issue 'HYPE-451' | 2017-03-14 11:41:09,903 | INFO | Caesium-1-1 | [JIRA] | Caesium-1-1 | anonymous | | | | user | user[15100]: Issue HYPE-451 created | 2017-03-14 10:00:01,247 | INFO | Caesium-1-3 | [JIRA] | Caesium-1-3 | anonymous | | | | user | user[15100]: Added attachment to issue 'HYPE-450' | 2017-03-14 09:59:45,760 | INFO | Caesium-1-3 | [JIRA] | Caesium-1-3 | anonymous | | | | user | user[15100]: Issue HYPE-450 created |
Suggestion
This was resolved by applying a patch on the SMTP server to improve transfer speeds (this was provided on the SMTP side). However, JIRA should have better handling for IMAP email handling to avoid this behavior:
- Better logs suggesting this is what's happening
- Better logic to handle long processing emails without creating duplicates using IMAP
Attachments
Issue Links
- duplicates
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- Closed
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- causes
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CST-7089 Loading...