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:

• JIRA Service Desk Mail Processor gets Stuck waiting for Signature Removal script to Complete