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  1. Jira Service Management Cloud
  2. JSDCLOUD-3411

As admin, would like issue creation from email accept email with emoticon

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    Description

      NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.

      Problem Definition

      Currently, when an email have emoticons in it, the issue creation will be rejected by JIRA Service Desk if MySQL is used as the JIRA database.

      In the log, the following error should be seen:

      Caused by: org.ofbiz.core.entity.GenericDataSourceException: SQL Exception while executing the following:INSERT INTO jiraissue (ID, pkey, issuenum, PROJECT, REPORTER, ASSIGNEE, CREATOR, issuetype, SUMMARY, DESCRIPTION, ENVIRONMENT, PRIORITY, RESOLUTION, issuestatus, CREATED, UPDATED, DUEDATE, RESOLUTIONDATE, VOTES, WATCHES, TIMEORIGINALESTIMATE, TIMEESTIMATE, TIMESPENT, WORKFLOW_ID, SECURITY, FIXFOR, COMPONENT) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?) (Incorrect string value: '\xF0\x9F\xA4\x94\x0D\x0A...' for column 'DESCRIPTION' at row 1)
      

      Cause

      This is because email emoticons use 4-byte characters, while MySQL doesn't support this:

      Suggested Solution

      JIRA Service Desk should auto render the emoticons as text, so that issues will be successfully created.

      This will also work if 4-byte characters are supported in MySQL.

      Workaround

      Switch to a different type of supported databases: Postgre, MS SQL, or Oracle.

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              Unassigned Unassigned
              nroslan Atiqah Roslan
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              Dates

                Created:
                Updated:
                Resolved: