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

Type: Bug
Resolution: Fixed
Priority: High
Fix Version/s: 2.2-OD-04, 2.1.1
Affects Version/s: 2.0.2, 2.0.3
Component/s: Email - Incoming
Labels:

Bug Fix Policy:
View Atlassian Server bug fix policy

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

Steps to reproduce

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

Expected Results

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

Actual Results

Issue is processed but not created in Service Desk

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

I tested this with the following

JIRA 6.3.5a
Service Desk 2.0.2
Mail Server = gmail

Notes

User is already customer. When sending directly to the email, issue will be created. When CC the email, issue not created
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
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

is duplicated by

JSDSERVER-885 Mail handler doesn't work using CC field

Closed

is related to

JSDSERVER-1040 Cannot handle 'bulk' or email not specifically sent to service desk support email

Closed

relates to

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

Closed

SHER-33 Failed to load

mentioned in: Page Failed to load; Page Loading...; Page Loading...; Page Loading...

(3 mentioned in)

Form Name

Owen made changes - 27/Mar/2019 5:46 AM

Workflow	Original: JSD Bug Workflow v5 - TEMP [ 2305037 ]	New: JAC Bug Workflow v3 [ 3125613 ]
Status	Original: Done [ 10044 ]	New: Closed [ 6 ]

Katherine Yabut made changes - 06/Jun/2017 3:16 AM

Workflow

Original: JSD Bug Workflow v5 [ 2058958 ]

New: JSD Bug Workflow v5 - TEMP [ 2305037 ]

Katherine Yabut made changes - 31/May/2017 12:38 AM

Workflow

Original: JSD Bug Workflow v5 - TEMP [ 2056334 ]

New: JSD Bug Workflow v5 [ 2058958 ]

Katherine Yabut made changes - 31/May/2017 12:35 AM

Workflow

Original: JSD Bug Workflow v5 [ 1955870 ]

New: JSD Bug Workflow v5 - TEMP [ 2056334 ]

Katherine Yabut made changes - 03/Apr/2017 5:18 AM

Workflow

Original: JSD Bug Workflow v4 [ 1615337 ]

New: JSD Bug Workflow v5 [ 1955870 ]

jonah (Inactive) made changes - 02/Apr/2017 11:42 AM

Description

Original: h4. Steps to reproduce
# Install Service Desk (v 2.0.2)
# Create a Service Desk
# Enter that Service Desk and click {{Settings > Email settings}}
# Turn on email requests and enter valid credentials for an email account (servicedesk@example.com)
# Send email to another party and CC this email to servicedesk@example.com

h4. Expected Results
# Email will be processed by the Service Desk mail handler
# Issue will be created in Service Desk

h4. Actual Results
# Issue is processed but not created in Service Desk
# The following will appear in the atlassian-jira-incoming-mail.log (debug mode enabled)
{noformat}The message has been rejected (This email address is not used by this service desk any more.){noformat}

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

h4. Environment
# I tested this with the following
* JIRA 6.3.5a
* Service Desk 2.0.2
* Mail Server = gmail

h4. Notes
# User is already customer. When sending directly to the email, issue will be created. When CC the email, issue *not* created
# 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
# 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

New: {panel:bgColor=#e7f4fa}
*NOTE:* This bug report is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding bug report|http://jira.atlassian.com/browse/JSDCLOUD-827].
{panel}

h4. Steps to reproduce
# Install Service Desk (v 2.0.2)
# Create a Service Desk
# Enter that Service Desk and click {{Settings > Email settings}}
# Turn on email requests and enter valid credentials for an email account (servicedesk@example.com)
# Send email to another party and CC this email to servicedesk@example.com

h4. Expected Results
# Email will be processed by the Service Desk mail handler
# Issue will be created in Service Desk

h4. Actual Results
# Issue is processed but not created in Service Desk
# The following will appear in the atlassian-jira-incoming-mail.log (debug mode enabled)
{noformat}The message has been rejected (This email address is not used by this service desk any more.){noformat}

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

h4. Environment
# I tested this with the following
* JIRA 6.3.5a
* Service Desk 2.0.2
* Mail Server = gmail

h4. Notes
# User is already customer. When sending directly to the email, issue will be created. When CC the email, issue *not* created
# 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
# 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

jonah (Inactive) made changes - 02/Apr/2017 11:42 AM

Link

New: This issue relates to ~~JSDCLOUD-827~~ [ ~~JSDCLOUD-827~~ ]

Confluence Escalation Bot (Inactive) made changes - 16/Mar/2017 4:36 AM

Labels

Original: affects-server pm

New: affects-cloud affects-server pm

Confluence Escalation Bot (Inactive) made changes - 20/Feb/2017 2:58 AM

Labels

Original: pm

New: affects-server pm

Katherine Yabut made changes - 19/Oct/2016 6:49 AM

Workflow

Original: JSD Bug Workflow v2 [ 1602665 ]

New: JSD Bug Workflow v4 [ 1615337 ]

Assignee:: Phuong Doan (Inactive)

Reporter:: Yit Wei

Affected customers:: 16 This affects my team

Watchers:: 24 Start watching this issue

Created:: 18/Sep/2014 2:20 PM

Updated:: 27/Mar/2019 5:46 AM

Resolved:: 01/Dec/2014 4:06 AM

Details

Description

Steps to reproduce

Expected Results

Actual Results

Environment

Notes

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