Experienced Behavior:

• Customer sends email to a JIRA Service Desk that has been configured to receive email.
• JIRA retrieves this message from the mailbox and processes it with errors. A ticket is not created and no notifications are sent to the customer.

Expected Behavior:

• The customer is notified that the email was received but the issue could not be created
• The Service Desk Manage, JIRA Administrator, or Agent, receives some notification that an email was received but a issue could not be created or updated

Example:

Using the Welcome to Service Desk (DESK) project with default request types

• Email configured to create "Get IT Help" type issue
  • This request type has two two required fields, summary and description.
• Customer sends email to service desk
  • Customer includes a subject but leaves the body of the message blank

The message is processed by JIRA with errors. No notification is received by the customer, agent, or administrator.

atlassian-jira.log shows:

2014-08-07 08:57:03,516 atlassian-scheduler-quartz1.clustered_Worker-2 ERROR user@domain.com    Mail handler used by JIRA Service Desk. Do not modify or delete. 10,000 [internal.feature.incomingemail.IncomingEmailManager] Message body is empty where Description field is required

Example 2:

JIRA Service Desk customer is marked inactive in JIRA's list of users

• Customer emails reply to existing ticket

The message is processed by JIRA with errors. No notification is received by the customer, agent, or administrator.

atlassian-jira.log shows:

2015-01-24 02:32:16,415 atlassian-scheduler-quartz1.clustered_Worker-3 ERROR dev0123    Mail handler used by JIRA Service Desk. Do not modify or delete. 10,200 [internal.feature.emailchannel.IncomingEmailManager] You do not have permission to create comments