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  1. Jira Service Management Data Center
  2. JSDSERVER-940

Mail Handler not creating issues

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

      JIRA Service Desk Mail Handler is not creating issues on the Cloud environment. It does look like emails are getting processed because they are removed from the mail account inbox, however nothing is created in JIRA Service Desk. Looking at JIRA's logs we see the following error message:

      @40000000543915540705ad14 2014-10-11 19:32:26,117 atlassian-scheduler-quartz1.clustered_Worker-4 ERROR ServiceRunner    Mail handler used by JIRA Service Desk. Do not modify or delete. 10,003 [atlassian.jira.service.ServiceRunner] An error occurred while trying to run service 'Mail handler used by JIRA Service Desk. Do not modify or delete. 10,003'. null
@40000000543915540705bcb4 java.lang.NullPointerException
@40000000543915540705bcb4       at com.atlassian.servicedesk.squalor.email.SDMessageProcessor.execute(SDMessageProcessor.java:46)
@4000000054391554070ba084       at com.atlassian.servicedesk.squalor.email.ServiceDeskMailFetcherService.runImpl(ServiceDeskMailFetcherService.java:71)
@4000000054391554070ba46c       at com.atlassian.jira.service.services.file.AbstractMessageHandlingService.run(AbstractMessageHandlingService.java:261)
@4000000054391554070ba854       at com.atlassian.jira.service.JiraServiceContainerImpl.run(JiraServiceContainerImpl.java:66)
@4000000054391554070bb40c       at com.atlassian.jira.service.ServiceRunner.runService(ServiceRunner.java:75)
@4000000054391554070bb7f4       at com.atlassian.jira.service.ServiceRunner.runServiceId(ServiceRunner.java:53)
@4000000054391554070bbbdc       at com.atlassian.jira.service.ServiceRunner.runJob(ServiceRunner.java:36)
@4000000054391554070bcf64       at com.atlassian.scheduler.core.JobLauncher.runJob(JobLauncher.java:135)
@4000000054391554070bd34c       at com.atlassian.scheduler.core.JobLauncher.launchAndBuildResponse(JobLauncher.java:101)
@4000000054391554070bd734       at com.atlassian.scheduler.core.JobLauncher.launch(JobLauncher.java:80)
@4000000054391554070bd734       at com.atlassian.scheduler.quartz1.Quartz1Job.execute(Quartz1Job.java:32)
@4000000054391554070bdf04       at org.quartz.core.JobRunShell.run(JobRunShell.java:223)
@4000000054391554070be2ec       at org.quartz.simpl.SimpleThreadPool$WorkerThread.run(SimpleThreadPool.java:549)
@400000005439159007149194 2014-10-11 19:33:26,117 atlassian-scheduler-quartz1.clustered_Worker-4 ERROR ServiceRunner    Mail handler used by JIRA Service Desk. Do not modify or delete. 10,003 [atlassian.jira.service.ServiceRunner] An error occurred while trying to run service 'Mail handler used by JIRA Service Desk. Do not modify or delete. 10,003'. null
@400000005439159007149964 java.lang.NullPointerException
@400000005439159007149d4c       at com.atlassian.servicedesk.squalor.email.SDMessageProcessor.execute(SDMessageProcessor.java:46)
@40000000543915900714cc2c       at com.atlassian.servicedesk.squalor.email.ServiceDeskMailFetcherService.runImpl(ServiceDeskMailFetcherService.java:71)
@40000000543915900714d014       at com.atlassian.jira.service.services.file.AbstractMessageHandlingService.run(AbstractMessageHandlingService.java:261)
@40000000543915900714d014       at com.atlassian.jira.service.JiraServiceContainerImpl.run(JiraServiceContainerImpl.java:66)
@40000000543915900714d7e4       at com.atlassian.jira.service.ServiceRunner.runService(ServiceRunner.java:75)
@40000000543915900714d7e4       at com.atlassian.jira.service.ServiceRunner.runServiceId(ServiceRunner.java:53)
@40000000543915900714dbcc       at com.atlassian.jira.service.ServiceRunner.runJob(ServiceRunner.java:36)
@40000000543915900714e784       at com.atlassian.scheduler.core.JobLauncher.runJob(JobLauncher.java:135)
@40000000543915900714eb6c       at com.atlassian.scheduler.core.JobLauncher.launchAndBuildResponse(JobLauncher.java:101)
@40000000543915900714eb6c       at com.atlassian.scheduler.core.JobLauncher.launch(JobLauncher.java:80)
@40000000543915900714ef54       at com.atlassian.scheduler.quartz1.Quartz1Job.execute(Quartz1Job.java:32)
@40000000543915900714f33c       at org.quartz.core.JobRunShell.run(JobRunShell.java:223)

      Accessing the Email Settings page (contains the list of email addresses being used for Service Desk projects that support requests via email) with the developer console open, we see the following javascript error:

      Uncaught Error: No servicedesk/components/tooltip

      This is preventing users to create Service Desk requests via email.

      Currently there are no workarounds to this problem.

        1. email-settings-js-error.png
          email-settings-js-error.png
          56 kB

            [JSDSERVER-940] Mail Handler not creating issues

            Phuong Doan (Inactive) added a comment -

            I'm closing this ticket.

            The fix for errors described in the description has already released in 2.1 version.

            If mail handler doesn't create issue, please contact supports for better triage and response. There're many reasons that mail handler intensionally doesn't create issue. Please double check:

            • As admin, 'gg' to "Email Settings" and test the connection.
            • Public signup is enable so that new user can create ticket through email.
            • Make sure no other services are using that email account.

            New fix will be released soon for the following problems:

            • TO address must exactly match the registered email in Email Settings. (the fix will not check the TO address anymore)
            • Email which has capitals letters will make the handler failed to process any emails.

            Phuong Doan (Inactive) added a comment - I'm closing this ticket. The fix for errors described in the description has already released in 2.1 version. If mail handler doesn't create issue, please contact supports for better triage and response. There're many reasons that mail handler intensionally doesn't create issue. Please double check: As admin, 'gg' to "Email Settings" and test the connection. Public signup is enable so that new user can create ticket through email. Make sure no other services are using that email account. New fix will be released soon for the following problems: TO address must exactly match the registered email in Email Settings. (the fix will not check the TO address anymore) Email which has capitals letters will make the handler failed to process any emails.

            Michael Huston-Lowery added a comment -

            Turns out we were running v2.0.3, the problems we were experiencing no longer exist after upgrading. Thanks!

            Michael Huston-Lowery added a comment - Turns out we were running v2.0.3, the problems we were experiencing no longer exist after upgrading. Thanks!

            Phuong Doan (Inactive) added a comment -

            Hi jeff.hall,

            Could you please help us to verify the situation you have on your on-premise environment? Specifically,

            • Which version of Service Desk are you running? (e.g. 2.1-OD-04)
            • Is there null pointer exception in the log? (this should be fixed already)
            • If your email is read but not processed, it may due to the following reason:
              • You registered an email which has capital letters. (current bug) https://jira.atlassian.com/browse/JSD-1009
              • Your TO address is not exactly the same as the the email address you registered for email channel.
              • Public signup is not enabled. This means only emails from current customers get processed.
              • Make sure the registered email address is not used by other people or services.
              • As admin, type 'gg' and go to 'Email Settings' page to test the email connection.

            If all of the above guides do not help you find the root cause, please open a support ticket so that we can have a careful look on your situation.

            Phuong Doan (Inactive) added a comment - Hi jeff.hall , Could you please help us to verify the situation you have on your on-premise environment? Specifically, Which version of Service Desk are you running? (e.g. 2.1-OD-04) Is there null pointer exception in the log? (this should be fixed already) If your email is read but not processed, it may due to the following reason: You registered an email which has capital letters. (current bug) https://jira.atlassian.com/browse/JSD-1009 Your TO address is not exactly the same as the the email address you registered for email channel. Public signup is not enabled. This means only emails from current customers get processed. Make sure the registered email address is not used by other people or services. As admin, type 'gg' and go to 'Email Settings' page to test the email connection. If all of the above guides do not help you find the root cause, please open a support ticket so that we can have a careful look on your situation.

            Jeff Stice-Hall added a comment -

            We are seeing this same behavior in our on-premise environment.

            Jeff Stice-Hall added a comment - We are seeing this same behavior in our on-premise environment.

              Unassigned Unassigned
              brosa Bruno Rosa
              Affected customers:
              3 This affects my team
              Watchers:
              11 Start watching this issue

                Created:
                Updated:
                Resolved: