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  1. Jira Service Management Data Center
  2. JSDSERVER-5280

Mail Processor job aborted when SD mail handler failed to strip quotes from a reply email to existing request

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    • Icon: Bug Bug
    • Resolution: Fixed
    • Icon: Medium Medium
    • 3.8.2
    • 3.3.1, 3.8.1
    • Email - Incoming

      Problem definition

      When the mail handler is attempting to strip a large text or image from reply email, the mail processor job could be aborted and hence not able to process any following mail items.

      Symptoms

      • Emails are read
      • The Strip quotes option in Administration > Applications > JIRA Service Desk Email requests is Strip quotes
      • Mail Puller job is working fine as shown in Administration > System > Scheduled jobs
      • Mail Processor job's status is Already running
      • In AO_2C4E5C_MAILITEM database table, recent entries are in status NEW instead of PROCESSED or FILTERED.

      Workaround steps

      1. Back up the JIRA database.
      2. Disable the Strip quotes option in Administration > Applications > JIRA Service Desk Email requests.
      3. Stop JIRA.
      4. Remove the Mail Processor job from the database. 
        delete from rundetails where job_id like '%Processor%'
      5. Start JIRA.

      Note

      If the above workaround doesn't help, check the below KB in case Mail Processor gets stuck by Signature Removal scripts:

          Form Name

            [JSDSERVER-5280] Mail Processor job aborted when SD mail handler failed to strip quotes from a reply email to existing request

            Renata Dornelas made changes -
            Remote Link Original: This issue links to "Page (Atlassian Documentation)" [ 387553 ]
            Julien Rey made changes -
            Remote Link Original: This issue links to "JSDS-4025 (Bulldog)" [ 422225 ] New: This issue links to "JSMDC-4025 (JIRA Server (Bulldog))" [ 422225 ]
            Julien Rey made changes -
            Remote Link Original: This issue links to "JSDS-1002 (JIRA Server)" [ 309495 ] New: This issue links to "JSMDC-1002 (JIRA Server (Bulldog))" [ 309495 ]
            Julien Rey made changes -
            Remote Link Original: This issue links to "Page (Confluence)" [ 534721 ]
            Julien Rey made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 534721 ]
            Julien Rey made changes -
            Remote Link Original: This issue links to "Page (Confluence)" [ 415539 ]
            Julien Rey made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 531950 ]
            Sergey made changes -
            Description Original: h3. Problem definition
            When the mail handler is attempting to strip a large text or image from reply email, the mail processor job could be aborted and hence not able to process any following mail items.

            h3. Symptoms
            * Emails are read
            * The _Strip quotes_ option in {{Administration > Applications > JIRA Service Desk Email requests}} is *Strip quotes*
            * Mail Puller job is working fine as shown in {{Administration > System > Scheduled jobs}}
            * Mail Processor job's status is _Already running_
            * In {{AO_2C4E5C_MAILITEM}} database table, recent entries are in status _NEW_ instead of _PROCESSED_ or _FILTERED_.

            h3. Workaround steps
            # Back up JIRA.
            # Disable the _Strip quotes_ option in {{Administration > Applications > JIRA Service Desk Email requests}}.
            # Stop JIRA.
            # Remove the Mail Processor job from the database.
            {code:SQL}
            delete from rundetails where job_id like '%Processor%'
            {code}
            # Start JIRA.

            h3. Note
            If the above workaround doesn't help, check the below KB in case Mail Processor gets stuck by Signature Removal scripts:
            * [JIRA Service Desk Mail Processor gets Stuck waiting for Signature Removal script to Complete|https://confluence.atlassian.com/display/JIRAKB/JIRA+Service+Desk+Mail+Processor+gets+Stuck+waiting+for+Signature+Removal+script+to+Complete]             		New: h3. Problem definition
            When the mail handler is attempting to strip a large text or image from reply email, the mail processor job could be aborted and hence not able to process any following mail items.

            h3. Symptoms
            * Emails are read
            * The _Strip quotes_ option in {{Administration > Applications > JIRA Service Desk Email requests}} is *Strip quotes*
            * Mail Puller job is working fine as shown in {{Administration > System > Scheduled jobs}}
            * Mail Processor job's status is _Already running_
            * In {{AO_2C4E5C_MAILITEM}} database table, recent entries are in status _NEW_ instead of _PROCESSED_ or _FILTERED_.

            h3. Workaround steps
            # Back up the JIRA database.
            # Disable the _Strip quotes_ option in {{Administration > Applications > JIRA Service Desk Email requests}}.
            # Stop JIRA.
            # Remove the Mail Processor job from the database.
            {code:SQL}
            delete from rundetails where job_id like '%Processor%'
            {code}
            # Start JIRA.

            h3. Note
            If the above workaround doesn't help, check the below KB in case Mail Processor gets stuck by Signature Removal scripts:
            * [JIRA Service Desk Mail Processor gets Stuck waiting for Signature Removal script to Complete|https://confluence.atlassian.com/display/JIRAKB/JIRA+Service+Desk+Mail+Processor+gets+Stuck+waiting+for+Signature+Removal+script+to+Complete]
            Christopher Pollock (Inactive) made changes -
            Fix Version/s New: 3.8.2 [ 74709 ]
            Christopher Pollock (Inactive) made changes -
            Resolution New: Fixed [ 1 ]
            Status Original: Gathering Impact [ 12072 ] New: Closed [ 6 ]

              cpollock Christopher Pollock (Inactive)
              michin Michelle Chin
              Affected customers:
              16 This affects my team
              Watchers:
              18 Start watching this issue

                Created:
                Updated:
                Resolved: