Issue Summary

Some Incoming Emails are not getting processed by JSM Mail Handler.

Steps to Reproduce

• Setup a JSM 5.17.2 instance. Configure a JSM MH for any JSM project.
• Send an email. A new issue will be created successfully.
• For the successful email, get the details from DB tables - AO_2C4E5C_MAILITEMCHUNK & AO_2C4E5C_MAILITEM.
• Update the MIME_MSG_CHUNK column from AO_2C4E5C_MAILITEMCHUNK DB table with the content of a problematic email provided by one of the impacted customers (this information cannot be provided in the bug report, for confidentiality reason)
• Update the STATUS column from AO_2C4E5C_MAILITEM DB table for the corresponding entry to "NEW". This will ensure that JSM will try to process the updated row as a new email.

Expected Results

Email should be processed and a new issue should be created on the JSM project.

Actual Results

• Email will not be processed. In logs (UI - Email Channel > View log > Processing log), we see There was an error reading the body of the email message error message.
  
• In "atlassain-jira" log, we see ExecutionException: java.lang.IndexOutOfBoundsException: No group 1 error message.

  024-09-04 10:58:34,211+0000 Caesium-1-4 WARN <removed by support>  [c.a.s.i.feature.emailchannel.IncomingEmailParser] Error processing email message
  java.util.concurrent.ExecutionException: java.lang.IndexOutOfBoundsException: No group 1
  	at java.base/java.util.concurrent.FutureTask.report(FutureTask.java:122)
  	at java.base/java.util.concurrent.FutureTask.get(FutureTask.java:205)
  	at com.atlassian.servicedesk.internal.feature.emailchannel.IncomingEmailParser.cleanQuotedEmailWithTimeout(IncomingEmailParser.java:174)
  	at com.atlassian.servicedesk.internal.feature.emailchannel.IncomingEmailParser.parse(IncomingEmailParser.java:155)
  	at com.atlassian.servicedesk.internal.feature.emailchannel.IncomingEmailManagerImpl.lambda$createIssueInJiraContext$19(IncomingEmailManagerImpl.java:547)
  	at com.atlassian.pocketknife.step.EitherStep1.lambda$then$0(EitherStep1.java:23)
  	at io.atlassian.fugue.Either$RightProjection.flatMap(Either.java:937)
  	at io.atlassian.fugue.Either.flatMap(Either.java:231)
  	at com.atlassian.pocketknife.step.EitherStep1.then(EitherStep1.java:23)
  	at com.atlassian.servicedesk.internal.feature.emailchannel.IncomingEmailManagerImpl.createIssueInJiraContext(IncomingEmailManagerImpl.java:547)
  	at com.atlassian.servicedesk.internal.feature.emailchannel.IncomingEmailManagerImpl.createIssueFromEmail(IncomingEmailManagerImpl.java:222)
  	at com.atlassian.servicedesk.internal.feature.emailchannel.IncomingEmailServiceImpl.createNewIssueWithRequestType(IncomingEmailServiceImpl.java:282)
  	at com.atlassian.servicedesk.internal.feature.emailchannel.IncomingEmailServiceImpl.lambda$createNewIssueWithMailChannel$25(IncomingEmailServiceImpl.java:264)
  	at io.atlassian.fugue.Either$RightProjection.flatMap(Either.java:937)
  	at io.atlassian.fugue.Either.flatMap(Either.java:231)

Workaround

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

Versions Tested

Please confirm all versions that have been tested for this issue, and indicate whether the tested version is affected or not affected, below: 

Note

The issue is observed on JSM 5.17 and later versions. Tested on JSM 5.15.2 and email is getting processed successfully.

Workaround

Turn OFF the HTML email parsing feature https://confluence.atlassian.com/servicemanagementserver/managing-the-email-channel-939926306.html