Uploaded image for project: 'Jira Service Management Data Center'
  1. Jira Service Management Data Center
  2. JSDSERVER-827

Email CC'd to Service Desk email or a group doesn't get created as issue

XMLWordPrintable

      NOTE: This bug report is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding bug report.

      Steps to reproduce

      1. Install Service Desk (v 2.0.2)
      2. Create a Service Desk
      3. Enter that Service Desk and click Settings > Email settings
      4. Turn on email requests and enter valid credentials for an email account (servicedesk@example.com)
      5. Send email to another party and CC this email to servicedesk@example.com

      Expected Results

      1. Email will be processed by the Service Desk mail handler
      2. Issue will be created in Service Desk

      Actual Results

      1. Issue is processed but not created in Service Desk
      2. The following will appear in the atlassian-jira-incoming-mail.log (debug mode enabled) 
        The message has been rejected (This email address is not used by this service desk any more.)

      If To field is left empty, mail handler throws a nullpointer exception and stops handling any messages after that

      2014-09-30 10:31:48,447 atlassian-scheduler-quartz1.clustered_Worker-4 ERROR anonymous    Mail handler used by JIRA Service Desk. Do not modify or delete. 10,000 [atlassian.jira.service.ServiceRunner] An error occurred while trying to run service 'Mail handler used by JIRA Service Desk. Do not modify or delete. 10,000'. null
java.lang.NullPointerException
	at scala.collection.mutable.ArrayOps$ofRef$.length$extension(ArrayOps.scala:114)
	at scala.collection.mutable.ArrayOps$ofRef.length(ArrayOps.scala:114)
	at scala.collection.SeqLike$class.size(SeqLike.scala:106)
	at scala.collection.mutable.ArrayOps$ofRef.size(ArrayOps.scala:108)
	at scala.collection.mutable.Builder$class.sizeHint(Builder.scala:69)
	at scala.collection.mutable.ListBuffer.sizeHint(ListBuffer.scala:45)
	at scala.collection.TraversableLike$class.to(TraversableLike.scala:628)
	at scala.collection.mutable.ArrayOps$ofRef.to(ArrayOps.scala:108)
	at scala.collection.TraversableOnce$class.toList(TraversableOnce.scala:257)
	at scala.collection.mutable.ArrayOps$ofRef.toList(ArrayOps.scala:108)
	at com.atlassian.servicedesk.internal.feature.incomingemail.IncomingEmailService.com$atlassian$servicedesk$internal$feature$incomingemail$IncomingEmailService$$getEmailSettingFromMessage(IncomingEmailService.scala:101)
	at com.atlassian.servicedesk.internal.feature.incomingemail.IncomingEmailService$$anonfun$createIssueFromEmail$1.apply(IncomingEmailService.scala:61)
	at com.atlassian.servicedesk.internal.feature.incomingemail.IncomingEmailService$$anonfun$createIssueFromEmail$1.apply(IncomingEmailService.scala:60)
	at scala.util.Either$RightProjection.flatMap(Either.scala:523)
	at com.atlassian.servicedesk.internal.feature.incomingemail.IncomingEmailService.createIssueFromEmail(IncomingEmailService.scala:60)
	at com.atlassian.servicedesk.internal.feature.incomingemail.IncomingEmailService.processEmail(IncomingEmailService.scala:48)
	at com.atlassian.servicedesk.internal.email.SDMailHandler.processMessage(SDMailHandler.java:36)
	at com.atlassian.servicedesk.squalor.email.AbstractMailHandler.handleMessage(AbstractMailHandler.java:100)
	at com.atlassian.servicedesk.squalor.email.SDMessageProcessor.execute(SDMessageProcessor.java:77)
	at com.atlassian.servicedesk.squalor.email.ServiceDeskMailFetcherService.runImpl(ServiceDeskMailFetcherService.java:71)
	at com.atlassian.jira.service.services.file.AbstractMessageHandlingService.run(AbstractMessageHandlingService.java:261)
	at com.atlassian.jira.service.JiraServiceContainerImpl.run(JiraServiceContainerImpl.java:66)
	at com.atlassian.jira.service.ServiceRunner.runService(ServiceRunner.java:75)
	at com.atlassian.jira.service.ServiceRunner.runServiceId(ServiceRunner.java:53)
	at com.atlassian.jira.service.ServiceRunner.runJob(ServiceRunner.java:36)
	at com.atlassian.scheduler.core.JobLauncher.runJob(JobLauncher.java:135)
	at com.atlassian.scheduler.core.JobLauncher.launchAndBuildResponse(JobLauncher.java:101)
	at com.atlassian.scheduler.core.JobLauncher.launch(JobLauncher.java:80)
	at com.atlassian.scheduler.quartz1.Quartz1Job.execute(Quartz1Job.java:32)
	at org.quartz.core.JobRunShell.run(JobRunShell.java:223)
	at org.quartz.simpl.SimpleThreadPool$WorkerThread.run(SimpleThreadPool.java:549)

      Environment

      1. I tested this with the following
      • JIRA 6.3.5a
      • Service Desk 2.0.2
      • Mail Server = gmail

      Notes

      1. User is already customer. When sending directly to the email, issue will be created. When CC the email, issue not created
      2. I've tested with regular mail handler (Create a new issue or add a comment in an existing issue). Issue will be created even when email is CC'd
      3. I'm not sure if this is expected behaviour or not, but because CC'ing the email will create the issue in a regular mail handler, I am creating this as a bug

            [JSDSERVER-827] Email CC'd to Service Desk email or a group doesn't get created as issue

              pdoan Phuong Doan (Inactive)
              ywoo Yit Wei
              Affected customers:
              16 This affects my team
              Watchers:
              24 Start watching this issue

                Created:
                Updated:
                Resolved: