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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:

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

            desarrollo added a comment -

            Hello, team: 

            Why this issue has been closed? I understand that there is no definitive solution. 

            We are having this problem very often because we have a very high ticket traffic.

            what can we do?

             

            Thank you in advance. 

             

            desarrollo added a comment - Hello, team:  Why this issue has been closed? I understand that there is no definitive solution.  We are having this problem very often because we have a very high ticket traffic. what can we do?   Thank you in advance.   

            Christopher Pollock (Inactive) added a comment -

            Fixing JSDS-1002 fixed this too.

            Christopher Pollock (Inactive) added a comment - Fixing JSDS-1002 fixed this too.

            Maksim Smetannikov added a comment -

            +1

            Maksim Smetannikov added a comment - +1

            Gapnet Daiane Alarcao added a comment -

            Hi,

            This is a problem we are suffering for a year. Jira at Flytour has 21 Service Desk projects that work with the email and we recently discovered that the bug is related to the purge of the email history, when we disable this option the email processor does not fail.

            But the comment history stays too long and every time the same attachments are added, leaving the super heavy and sendable issue of understanding the email history. Often we can not even load the call because of the added comments amount. 

            I wonder if we already have a possible bug resolution date that is so critical to the Flytour Group. 

             

            Regards, 

            Daiane Conte

            Gapnet Daiane Alarcao added a comment - Hi, This is a problem we are suffering for a year. Jira at Flytour has 21 Service Desk projects that work with the email and we recently discovered that the bug is related to the purge of the email history, when we disable this option the email processor does not fail. But the comment history stays too long and every time the same attachments are added, leaving the super heavy and sendable issue of understanding the email history. Often we can not even load the call because of the added comments amount.  I wonder if we already have a possible bug resolution date that is so critical to the Flytour Group.    Regards,  Daiane Conte

            Jason Huntowski added a comment -

            We were also adversely affected by this issue. It caused our internal and external customers quite a bit of grief, not to mention the fact that it has opened us up to fees from our customers for no response. When can we expect a fix? I realize it is not a very high profile issue, but feels like something that should not be an issue. 

            Jason Huntowski added a comment - We were also adversely affected by this issue. It caused our internal and external customers quite a bit of grief, not to mention the fact that it has opened us up to fees from our customers for no response. When can we expect a fix? I realize it is not a very high profile issue, but feels like something that should not be an issue. 

            Desarrollo 3digits added a comment -

            As customer affected directly by this bug, we would liked this issue to have a higher priority assigned.

            Desarrollo 3digits added a comment - As customer affected directly by this bug, we would liked this issue to have a higher priority assigned.

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

                Created:
                Updated:
                Resolved: