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  1. Jira Service Management Data Center
  2. JSDSERVER-5330

Email body encoded as Content-Transfer-Encoding: base64 added as duplicate attachment

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    • Icon: Bug Bug
    • Resolution: Fixed
    • Icon: Low Low
    • 3.9.0
    • 3.6.1, 3.7.1
    • Email - Incoming
    • None

      Summary of Issue

      When JIRA Service Desk Mail Handler processes an email where the body of the email is encoded as Content-Transfer-Encoding: base64:

      1. For a new ticket - the decoded contents are added into Ticket Description (but HTML is also added as an attachment to the ticket)
      2. For an existing ticket - the decoded contents are added into Ticket Comment (but HTML is also added as an attachment to the ticket)

      The behaviour works as expected (no additional attachment) when email body is encoded as Content-Transfer-Encoding: quoted-printable.

      How to reproduce

      1. Send an email to the JIRA Service Desk listening email address
      2. Once the email has arrived and processed by JIRA Service Desk
        • Extract out the contents of AO_2C4E5C_MAILITEMCHUNK and decode
        • Update the main body encoding from Content-Transfer-Encoding: quoted-printable to Content-Transfer-Encoding: base64
        • Also encode the actual email body to base64
        • Re-encode the whole email as base64
        • Re-update into AO_2C4E5C_MAILITEMCHUNK and set AO_2C4E5C_MAILITEM.status to 'NEW' for reprocessing

      Expected Result

      Email body updated into Ticket Description / Ticket Comment without adding it again as an attachment.

      Actual Result

      In JIRA Service Desk (for both Server and Cloud):

      1. For a new ticket - the decoded contents are added into Ticket Description (but HTML is also added as an attachment to the ticket)
      2. For an existing ticket - the decoded contents are added into Ticket Comment (but HTML is also added as an attachment to the ticket)

      Workaround

      There is no usability issue as the comment is posted into the ticket appropriately but the redundant attachment is occupying additional disk space.

      The work around would be to simply delete the attachment (which has a random 8 character name such as ohecJTek)

          Form Name

            [JSDSERVER-5330] Email body encoded as Content-Transfer-Encoding: base64 added as duplicate attachment

            Tj Webb (Inactive) made changes -
            Remote Link Original: This issue links to "JSDS-1088 (JIRA Server (Bulldog))" [ 314328 ] New: This issue links to "JSMDC-1088 (JIRA Server (Bulldog))" [ 314328 ]
            set-jac-bot made changes -
            Fixed in Enterprise Release/s New: [Download 3.9|https://confluence.atlassian.com/enterprise/atlassian-enterprise-releases-948227420.html]
            Owen made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2424046 ] New: JAC Bug Workflow v3 [ 3126372 ]
            Owen made changes -
            Symptom Severity Original: Minor [ 14432 ] New: Severity 3 - Minor [ 15832 ]
            Deyves (Inactive) made changes -
            Affects Version/s New: 3.7.1 [ 75302 ]
            Bartosz Ornatowski made changes -
            Resolution New: Fixed [ 1 ]
            Status Original: To Do [ 10071 ] New: Closed [ 6 ]
            Bartosz Ornatowski made changes -
            Fix Version/s New: 3.9.0 [ 74730 ]
            Eric Lam made changes -
            Link New: This issue was cloned as JSDSERVER-5331 [ JSDSERVER-5331 ]
            Eric Lam made changes -
            Priority Original: Highest [ 1 ] New: Low [ 4 ]
            Eric Lam made changes -
            Description Original: h4. Summary of Issue

            When JIRA Service Desk Mail Handler processes an email where the body of the email is encoded as *Content-Transfer-Encoding: base64*:

            # For a new ticket - the decoded contents are added into Ticket Description (but HTML is also added as an attachment to the ticket)
            # For an existing ticket - the decoded contents are added into Ticket Comment (but HTML is also added as an attachment to the ticket)

            The behaviour works as expected (no additional attachment) when email body is encoded as *Content-Transfer-Encoding: quoted-printable*.

            h4. How to reproduce

            # Send an email to the JIRA Service Desk listening email address
            # Once the email has arrived and processed by JIRA Service Desk
            #* Extract out the contents of AO_2C4E5C_MAILITEMCHUNK and decode
            #* Update the main body encoding from *Content-Transfer-Encoding: quoted-printable* to *Content-Transfer-Encoding: base64*
            #* Also encode the actual email body to *base64*
            #* Re-encode the whole email as *base64*
            #* Re-update into AO_2C4E5C_MAILITEMCHUNK and set AO_2C4E5C_MAILITEM.status to 'NEW' for reprocessing


            h4. Expected Result

            Email body updated into Ticket Description / Ticket Comment without adding it again as an attachment.


            h4. Actual Result

            # For a new ticket - the decoded contents are added into Ticket Description (but HTML is also added as an attachment to the ticket)
            # For an existing ticket - the decoded contents are added into Ticket Comment (but HTML is also added as an attachment to the ticket)

            h4.Workaround

            There is no usability issue as the comment is posted into the ticket appropriately but the redundant attachment is occupying additional disk space.

            The work around would be to simply delete the attachment (which has a random 8 character name such as ohecJTek)             		New: h4. Summary of Issue

            When JIRA Service Desk Mail Handler processes an email where the body of the email is encoded as *Content-Transfer-Encoding: base64*:

            # For a new ticket - the decoded contents are added into Ticket Description (but HTML is also added as an attachment to the ticket)
            # For an existing ticket - the decoded contents are added into Ticket Comment (but HTML is also added as an attachment to the ticket)

            The behaviour works as expected (no additional attachment) when email body is encoded as *Content-Transfer-Encoding: quoted-printable*.

            h4. How to reproduce

            # Send an email to the JIRA Service Desk listening email address
            # Once the email has arrived and processed by JIRA Service Desk
            #* Extract out the contents of AO_2C4E5C_MAILITEMCHUNK and decode
            #* Update the main body encoding from *Content-Transfer-Encoding: quoted-printable* to *Content-Transfer-Encoding: base64*
            #* Also encode the actual email body to *base64*
            #* Re-encode the whole email as *base64*
            #* Re-update into AO_2C4E5C_MAILITEMCHUNK and set AO_2C4E5C_MAILITEM.status to 'NEW' for reprocessing


            h4. Expected Result

            Email body updated into Ticket Description / Ticket Comment without adding it again as an attachment.


            h4. Actual Result

            In JIRA Service Desk (for both Server and Cloud):

            # For a new ticket - the decoded contents are added into Ticket Description (but HTML is also added as an attachment to the ticket)
            # For an existing ticket - the decoded contents are added into Ticket Comment (but HTML is also added as an attachment to the ticket)

            h4.Workaround

            There is no usability issue as the comment is posted into the ticket appropriately but the redundant attachment is occupying additional disk space.

            The work around would be to simply delete the attachment (which has a random 8 character name such as ohecJTek)

              Unassigned Unassigned
              hlam@atlassian.com Eric Lam
              Affected customers:
              1 This affects my team
              Watchers:
              3 Start watching this issue

                Created:
                Updated:
                Resolved: