• Type: Bug
• Resolution: Fixed
• Priority: Medium
• Fix Version/s: 2.5.1-OD-02, 2.4.3
• Affects Version/s: 2.3.5
• Component/s: Email - Incoming
• Labels:

  • #threshold
  • affects-cloud
  • affects-server
  • warranty

[JSDSERVER-1792] Having a .msg attachment or Content-Type: multipart/alternative will not create mail issue, NullPointerException in log file.

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

Workflow	Original: JSD Bug Workflow v5 - TEMP [ 2304408 ]	New: JAC Bug Workflow v3 [ 3125377 ]
Status	Original: Done [ 10044 ]	New: Closed [ 6 ]

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

Workflow

Original: JSD Bug Workflow v5 [ 2058426 ]

New: JSD Bug Workflow v5 - TEMP [ 2304408 ]

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

Workflow

Original: JSD Bug Workflow v5 - TEMP [ 2055483 ]

New: JSD Bug Workflow v5 [ 2058426 ]

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

Workflow

Original: JSD Bug Workflow v5 [ 1956194 ]

New: JSD Bug Workflow v5 - TEMP [ 2055483 ]

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

Workflow

Original: JSD Bug Workflow v4 [ 1615517 ]

New: JSD Bug Workflow v5 [ 1956194 ]

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

Description

Original: h4.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. h4.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 h4.Expected Results: Issue is created from e-mail h4.Actual Results: Error is thrown in atlassian-jira-incoming-mail.log: {code}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){code} h4.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|https://otrs.github.io/doc/manual/admin/stable/en/html/email-settings.html#email] * 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.

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-1792].   {panel} h4.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. h4.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 h4.Expected Results: Issue is created from e-mail h4.Actual Results: Error is thrown in atlassian-jira-incoming-mail.log: {code}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){code} h4.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|https://otrs.github.io/doc/manual/admin/stable/en/html/email-settings.html#email] * 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.

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

Link

New: This issue relates to JSDCLOUD-1792 [ JSDCLOUD-1792 ]

Confluence Escalation Bot (Inactive) made changes - 16/Mar/2017 4:32 AM

Labels

Original: #threshold affects-server warranty

New: #threshold affects-cloud affects-server warranty

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

Remote Link

Original: This issue links to "Page (Extranet)" [ 268807 ]

Michael S made changes - 09/Mar/2017 8:52 AM

Remote Link

New: This issue links to "Page (Extranet)" [ 268807 ]

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