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Bug
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Resolution: Fixed
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Medium
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2.3.5
NOTE: This bug report is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding bug report.
Summary:
An e-mail that is send to the JIRA Service Desk e-mail channel will fail if the e-mail has another e-mail attached to it in the .msg format. This occurs on windows with Service Desk 2.3.5.
Steps to Reproduce:
- Save an e-mail and attach it to another e-mail
- Send this message with the attached e-mail to the e-mail channel
Expected Results:
Issue is created from e-mail
Actual Results:
Error is thrown in atlassian-jira-incoming-mail.log:
2015-04-17 21:31:39,416 ERROR [] atlassian-scheduler-quartz1.clustered_Worker-3 anonymous    Exception when MailHandlerWorker handles message: java.lang.NullPointerException at javax.mail.internet.MimeUtility.decodeText(MimeUtility.java:573) at com.atlassian.servicedesk.squalor.email.ServiceDeskMailUtils.addAttachments(ServiceDeskMailUtils.java:310) at com.atlassian.servicedesk.squalor.email.ServiceDeskMailUtils.getAttachments(ServiceDeskMailUtils.java:260)
Notes:
- The message we have tested it with had a nested attachment (xls format) within the attached e-mail .msg file.
- The same error also happens with .eml as attached files
- The problem seems to be more related with the email client being used than the message attached. From the tests, the problem happens only with Outlook and does not happen with Gmail and the Mac OS X Mail client.
- The same error will happens as well for Email that is coming from Open Technology Real Service(OTRS). OTRS Email Settings
- The same behaviour also occurs when using Novel Groupwise and both e-mails are from the same domain and this can be avoided using POP instead of IMAP.
- Another one confirmed for an email that is coming from IBM Notes 9.
- Airmail is also confirmed having the same error.
- Zarafa is confirmed having the same error.
- duplicates
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- Closed
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- is duplicated by
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- Closed
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- is related to
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- Closed
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- Closed
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- relates to
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- Closed
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- was cloned as
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DESK-4048 Loading...
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[JSDSERVER-1792] Having a .msg attachment or Content-Type: multipart/alternative will not create mail issue, NullPointerException in log file.
Hi Nguyen,
Sorry, I should have mentioned that I have a ticket open (SDS-4973).
Hi damon.morda,
Could you create a support ticket at https://support.atlassian.com?
That way we can provide you with support specific to your circumstances and with higher security.
The credentials should be the same as for this site (https://jira.atlassian.com).
Thanks!
JIRA Service Desk Product Team
Aaron Braun
added a comment - I put a file test.msg as an attachement to an email and sent it in. This generated a ticket with the file attached properly no issue. I am running Service_Desk 2.5.0 currently.
I can't say when this started working. The reason I noticed it originally was secure mail with Office 365 but that isn't a problem now. Maybe try updating it and see. It is a fast update.
Aaron Braun
added a comment - I put a file test.msg as an attachement to an email and sent it in. This generated a ticket with the file attached properly no issue. I am running Service_Desk 2.5.0 currently.
I can't say when this started working. The reason I noticed it originally was secure mail with Office 365 but that isn't a problem now. Maybe try updating it and see. It is a fast update. I just tested this with Service Desk 2.4.3 and the issue still seems to exist. Is anyone else still having this problem?
Jesús Martin Barroso
added a comment - Hello, we have the same problem here. The server version we have is 2.3.5 of Service Desk, but can not upgrade to 2.4.3. The new version of SD forces to pay more lisences of SD agents and we only have 15. Could be a fix without upgrade? If not, will be a patch for older versions?
Jesús Martin Barroso
added a comment - Hello, we have the same problem here. The server version we have is 2.3.5 of Service Desk, but can not upgrade to 2.4.3. The new version of SD forces to pay more lisences of SD agents and we only have 15. Could be a fix without upgrade? If not, will be a patch for older versions? Hi atlassian1239
For the server version, it would be in JSD 2.4.3 as stated in Fixed Version.
Thanks
tbuiquang, how about the fix for the Server version?
Hi,
This issue was fixed in JSD 2.5.1-OD-02 which is under release pipeline at present. Release team are working on delivering it to production as soon.
Thanks
Service Desk support team
Aaron Braun
added a comment - Thank you for the update on this regarding testing/development and rollout. You are noting ti will release to the Cloud based on QA soon. When with this be available on a larger scale?
Aaron Braun
added a comment - Thank you for the update on this regarding testing/development and rollout. You are noting ti will release to the Cloud based on QA soon. When with this be available on a larger scale?
We have created a workaround until we switch to the latest version.
For that it runs an outlook client in a virtual machine in which a rule is running with the following script.
Maybe it will help someone.
Sub ConvertToPlain(MyMail As MailItem)
Dim strID As String
Dim objMail As Outlook.MailItem
Dim objMail2 As Outlook.MailItem
Dim myRecipient As Outlook.Recipient
strID = MyMail.EntryID
Set objMail = Application.Session.GetItemFromID(strID)
Set myattachments = objMail.Attachments
While myattachments.Count > 0
myattachments.Remove 1
Wend
objMail.BodyFormat = olFormatPlain
objMail.Save
Set objMail2 = objMail.Forward
With objMail2
.To = "maxmuster@mustermann.de"
.Send
End With
End Sub