Summary

Service Desk fails to process incoming emails if it contains attachments with special characters on file name.

Steps to Reproduce

Customers send email to the Service Desk mail channel.

Expected Results

Ticket gets created or comment added in the relevant Service Desk project ticket.

Actual Results

No ticket or comment is added. The error shown in the processing logs (https://your_instance_name.atlassian.net/secure/admin/SDMailInfo.jspa > select View log > Processing log) is: Mail handler throws exception: Unexpected error while running action as user 'xxx'.

Workaround

If you raise a ticket with Support, the support team can try to reprocess the failed email.