Issue Summary

After creating a new ticket via Email, when the Email’s Message-ID exceeds the character limit, Jira fails to insert the Message-ID in to DB table. This failure prompts Jira to retry the whole email processing again, until the maximum number of retries are reached. This caused Jira to create around 20 tickets for the same email.

Steps to Reproduce

1. Send an email to Jira, which has a Message-ID of more than 255 characters.
2. For example, we’re aware that emails generated via SAP Ariba application has a Message-ID of more than 255 characters.

Expected Results

 
Jira should be able to create a new ticket and update the Message-ID in its database. 

Actual Results

ira is unable to insert the Message-ID of the email, which throws an error and retry mechanism is activated. This causes Jira to generate 20+ tickets for the same email (until the maximum retry count is reached). 

Workaround

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