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Suggestion
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Resolution: Unresolved
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None
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4
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19
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NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.
Problem Definition
Currently, when an email have emoticons in it, the issue creation will be rejected by JIRA Service Desk if MySQL is used as the JIRA database.
In the log, the following error should be seen:
Caused by: org.ofbiz.core.entity.GenericDataSourceException: SQL Exception while executing the following:INSERT INTO jiraissue (ID, pkey, issuenum, PROJECT, REPORTER, ASSIGNEE, CREATOR, issuetype, SUMMARY, DESCRIPTION, ENVIRONMENT, PRIORITY, RESOLUTION, issuestatus, CREATED, UPDATED, DUEDATE, RESOLUTIONDATE, VOTES, WATCHES, TIMEORIGINALESTIMATE, TIMEESTIMATE, TIMESPENT, WORKFLOW_ID, SECURITY, FIXFOR, COMPONENT) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?) (Incorrect string value: '\xF0\x9F\xA4\x94\x0D\x0A...' for column 'DESCRIPTION' at row 1)
Cause
This is because email emoticons use 4-byte characters, while MySQL doesn't support this:
Suggested Solution
JIRA Service Desk should auto render the emoticons as text, so that issues will be successfully created.
This will also work if 4-byte characters are supported in MySQL.
Workaround
Switch to a different type of supported databases: Postgre, MS SQL, or Oracle.
- duplicates
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JSDSERVER-3452 Customer can't raise an issue when he adds an emoji in his text
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- Closed
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- is incorporated by
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- Closed
- relates to
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- Closed
- links to
[JSDSERVER-3411] As admin, would like issue creation from email accept email with emoticon
This is still a current issue, although the thread is from 2016 ... shame on You Atlassian 
Agreeing with others that this is not a feature request, but is a bug.
With this not being addressed, our customers or internal users who email to our support do not receive a confirmation email back confirming their ticket number. For those customers/users who don't know any better, not receiving the confirmation email is not an indicator to them of a failure in their issue being logged. Perhaps weeks or months later they may call us to locate a issue which was never received to us.
From an admin point of view, the only indication that there might be an issue failing to create is a skipped Key sequence. However, this is not solely indicative of failed case create - a skipped Key sequence could also be a result of an admin deleting a case.
In summary, without this being fixed, there is risk of issues not being addressed and wasted time for both parties looking for cases which simply do not exist.
Thanks.
-this case was created Feb 2016!?
I simply cant believe why Atlassian hasnt fixed this yet. We loose several emails every week since outlook changed their new emoticons.
This is a major bug, and should have been fixed months ago..
I also think that this is a heavy bug. We were wondering over month why sometimes some emails are not imported into JSD. We use the JSD for support requests which often must be solved in a few hours! If the mails are not imported and nobody get a notification about that error we have a huge delay in solving the issue.
And it is no solution always monitoring both the email account and the JSD!
I would suggest that since submission of such an email breaks the workflow handler, this is a bug, not a suggestion. Please reclassify.
Unbelievable, that this is classified as a suggestion. As others here, for months we were wondering, why some mails did not create tickets, while most of them do.
Now we have to tell clients, not to use emoticons in their mails.
This should be fixed asap!!!
We are on version 4.20.11.
is there any work around to fix this?