[JSDSERVER-1762] Issue Creation via Email failed if Email contain Base64 attachments

Type: Bug
Resolution: Fixed
Priority: Highest
Fix Version/s: 2.4.1, 2.5-OD-02
Affects Version/s: 2.4-OD-05
Component/s: Email - Incoming
Labels:

Bug Fix Policy:
View Atlassian Server bug fix policy

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

Problem Description

The SD incoming mail stops processing further.
At times, if the issue is already created, it returns error as Unable to create comment. Note: This does not halt the email from further processing.

Diagnostic

On the logs with incoming mail debug enabled, it seems to stuck on a particular mail.

2015-03-20 11:25:09,133 atlassian-scheduler-quartz1.clustered_Worker-2 DEBUG ServiceRunner     [mail.incoming.jepp.processor] Starts processing mail item [id: 3063] ...
2015-03-20 11:25:09,133 atlassian-scheduler-quartz1.clustered_Worker-2 DEBUG ServiceRunner     [mail.incoming.jepp.processor] Checking if mail item [id: 3063] is a mail loop ...
2015-03-20 11:25:09,138 atlassian-scheduler-quartz1.clustered_Worker-2 DEBUG ServiceRunner     [mail.incoming.jepp.processor] Detected mail item [id: 3063] as a mail loop

The example above shows ID: 3063

Verify whether is the ID being returned from the query below:

select count(*),"MAIL_ITEM_ID" from "AO_2C4E5C_MAILITEMCHUNK" where "MAIL_ITEM_ID" in (select "ID" from "AO_2C4E5C_MAILITEM" where "STATUS" = 'NEW') group by "MAIL_ITEM_ID" having count(*)>=2 order by count(*) desc;

If yes, then it is most likely to hit into this bug.

Explanation

Email stores attachment as base64 embedded to the mail body. When the mail process trying to process, it only process the first row where it ends up halt due to the incomplete data to decode the base64 attachment.

At times when the email is detected to be added as comment, it will not halt the email processing but will return as error. The cause for it is the same, it somehow error out when decoding the base64.

Workaround

If you wish to recover the email content before deletion, follow the KB below:

https://confluence.atlassian.com/pages/viewpage.action?pageId=728138770

Then you can proceed with deleting the affected ID that stuck, refer to the steps below:

Backup the database

Delete following the command below:

delete from "AO_2C4E5C_MAILITEMCHUNK" where "MAIL_ITEM_ID" = <id from above>;
delete from "AO_2C4E5C_MAILITEM" where "ID" = <id from above>;

NOTE: For Cloud customer, please inform support team to perform troubleshooting and workaround for this bug.

JEPP version 1.0.28-D20150313T043758

relates to

JSDCLOUD-1762 Issue Creation via Email failed if Email contain Base64 attachments

Closed

mentioned in: How to Export The Email From JIRA Email Processor Plugin (JEPP); Page Failed to load; Page Failed to load; Page Failed to load; Page Loading...; Page Loading...

was cloned as: DESK-3985 Loading...

(2 mentioned in, 1 was cloned as)

Owen made changes - 27/Mar/2019 5:46 AM

Workflow	Original: JSD Bug Workflow v5 - TEMP [ 2304219 ]	New: JAC Bug Workflow v3 [ 3124999 ]
Status	Original: Done [ 10044 ]	New: Closed [ 6 ]

Katherine Yabut made changes - 06/Jun/2017 3:16 AM

Workflow

Original: JSD Bug Workflow v5 [ 2058196 ]

New: JSD Bug Workflow v5 - TEMP [ 2304219 ]

Katherine Yabut made changes - 31/May/2017 12:38 AM

Workflow

Original: JSD Bug Workflow v5 - TEMP [ 2055748 ]

New: JSD Bug Workflow v5 [ 2058196 ]

Katherine Yabut made changes - 31/May/2017 12:35 AM

Workflow

Original: JSD Bug Workflow v5 [ 1956191 ]

New: JSD Bug Workflow v5 - TEMP [ 2055748 ]

Katherine Yabut made changes - 03/Apr/2017 5:18 AM

Workflow

Original: JSD Bug Workflow v4 [ 1615568 ]

New: JSD Bug Workflow v5 [ 1956191 ]

jonah (Inactive) made changes - 02/Apr/2017 11:46 AM

Description

Original: h3. Problem Description

* The SD incoming mail stops processing further.
* At times, if the issue is already created, it returns error as *Unable to create comment*. Note: This does not halt the email from further processing.

h3. Diagnostic

On the logs with incoming mail debug enabled, it seems to stuck on a particular mail.

{noformat}
2015-03-20 11:25:09,133 atlassian-scheduler-quartz1.clustered_Worker-2 DEBUG ServiceRunner [mail.incoming.jepp.processor] Starts processing mail item [id: 3063] ...
2015-03-20 11:25:09,133 atlassian-scheduler-quartz1.clustered_Worker-2 DEBUG ServiceRunner [mail.incoming.jepp.processor] Checking if mail item [id: 3063] is a mail loop ...
2015-03-20 11:25:09,138 atlassian-scheduler-quartz1.clustered_Worker-2 DEBUG ServiceRunner [mail.incoming.jepp.processor] Detected mail item [id: 3063] as a mail loop
{noformat}
(i) The example above shows {{ID: 3063}}

Verify whether is the ID being returned from the query below:
{noformat}
select count(*),"MAIL_ITEM_ID" from "AO_2C4E5C_MAILITEMCHUNK" where "MAIL_ITEM_ID" in (select "ID" from "AO_2C4E5C_MAILITEM" where "STATUS" = 'NEW') group by "MAIL_ITEM_ID" having count(*)>=2 order by count(*) desc;
{noformat}

If yes, then it is most likely to hit into this bug.

h3. Explanation

Email stores attachment as base64 embedded to the mail body. When the mail process trying to process, it only process the first row where it ends up halt due to the incomplete data to decode the base64 attachment.

At times when the email is detected to be added as comment, it will not halt the email processing but will return as error. The cause for it is the same, it somehow error out when decoding the base64.

h3. Workaround

If you wish to recover the email content before deletion, follow the KB below:

* https://confluence.atlassian.com/pages/viewpage.action?pageId=728138770

Then you can proceed with deleting the affected ID that stuck, refer to the steps below:
# Backup the database
# Delete following the command below:
{noformat}
delete from "AO_2C4E5C_MAILITEMCHUNK" where "MAIL_ITEM_ID" = <id from above>;
delete from "AO_2C4E5C_MAILITEM" where "ID" = <id from above>;
{noformat}

NOTE: For Cloud customer, please inform support team to perform troubleshooting and workaround for this bug.

JEPP version {{1.0.28-D20150313T043758}}

New: {panel:bgColor=#e7f4fa}
*NOTE:* This bug report is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding bug report|http://jira.atlassian.com/browse/JSDCLOUD-1762].
{panel}

h3. Problem Description

* The SD incoming mail stops processing further.
* At times, if the issue is already created, it returns error as *Unable to create comment*. Note: This does not halt the email from further processing.

h3. Diagnostic

On the logs with incoming mail debug enabled, it seems to stuck on a particular mail.

{noformat}
2015-03-20 11:25:09,133 atlassian-scheduler-quartz1.clustered_Worker-2 DEBUG ServiceRunner [mail.incoming.jepp.processor] Starts processing mail item [id: 3063] ...
2015-03-20 11:25:09,133 atlassian-scheduler-quartz1.clustered_Worker-2 DEBUG ServiceRunner [mail.incoming.jepp.processor] Checking if mail item [id: 3063] is a mail loop ...
2015-03-20 11:25:09,138 atlassian-scheduler-quartz1.clustered_Worker-2 DEBUG ServiceRunner [mail.incoming.jepp.processor] Detected mail item [id: 3063] as a mail loop
{noformat}
(i) The example above shows {{ID: 3063}}

Verify whether is the ID being returned from the query below:
{noformat}
select count(*),"MAIL_ITEM_ID" from "AO_2C4E5C_MAILITEMCHUNK" where "MAIL_ITEM_ID" in (select "ID" from "AO_2C4E5C_MAILITEM" where "STATUS" = 'NEW') group by "MAIL_ITEM_ID" having count(*)>=2 order by count(*) desc;
{noformat}

If yes, then it is most likely to hit into this bug.

h3. Explanation

Email stores attachment as base64 embedded to the mail body. When the mail process trying to process, it only process the first row where it ends up halt due to the incomplete data to decode the base64 attachment.

At times when the email is detected to be added as comment, it will not halt the email processing but will return as error. The cause for it is the same, it somehow error out when decoding the base64.

h3. Workaround

If you wish to recover the email content before deletion, follow the KB below:

* https://confluence.atlassian.com/pages/viewpage.action?pageId=728138770

Then you can proceed with deleting the affected ID that stuck, refer to the steps below:
# Backup the database
# Delete following the command below:
{noformat}
delete from "AO_2C4E5C_MAILITEMCHUNK" where "MAIL_ITEM_ID" = <id from above>;
delete from "AO_2C4E5C_MAILITEM" where "ID" = <id from above>;
{noformat}

NOTE: For Cloud customer, please inform support team to perform troubleshooting and workaround for this bug.

JEPP version {{1.0.28-D20150313T043758}}

jonah (Inactive) made changes - 02/Apr/2017 11:46 AM

Link

New: This issue relates to ~~JSDCLOUD-1762~~ [ ~~JSDCLOUD-1762~~ ]

Confluence Escalation Bot (Inactive) made changes - 16/Mar/2017 4:39 AM

Labels

Original: affects-cloud warranty

New: affects-cloud affects-server warranty

Michael S made changes - 10/Mar/2017 2:06 AM

Remote Link

Original: This issue links to "Page (Extranet)" [ 268809 ]

Michael S made changes - 10/Mar/2017 2:06 AM

Remote Link

Original: This issue links to "Page (Extranet)" [ 268808 ]

Assignee:: Kha Nguyen (Inactive)

Reporter:: Richie Gee (Inactive)

Affected customers:: 1 This affects my team

Watchers:: 7 Start watching this issue

Created:: 10/Apr/2015 1:46 PM

Updated:: 01/Nov/2019 10:54 PM

Resolved:: 27/May/2015 6:02 AM

Jira Service Management Data Center

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