How does Jira Service Desk process incoming e-mails that are encrypted via PGP (GPG Tools)?

[Jason McNally]

I am not receiving e-mails that are using my custom e-mail when people send me e-mails using GPG Tools. I have my private pgp key to decrypt on my Gmail account, but they don't seem to be handled at all by Jira Service Desk. Unencrypted e-mail forward and come through just fine, and are JSD will reply as expected.

I would expect that I would have the subject reflected in the Jira Service Desk ticket, but that the encrypted body would just be an .asc attachement (other attachments appear in comments). But, that is not happening. 

[Jason McNally · Accepted solution]

Simple answer to workaround, if you simply want to have automated cases and replies: 

On the Request Type settings, you're able to change a field name to be displayed on the portal.

As such, the "Description" field that is a required field on your email channel, is the required "Why do you need this?" 

Changing the "Required" column for that field will allow emails with no body to create new tickets.

[Jason McNally]

Thank you Metin, 

Due to your response, I was inclined to search for e-mail logs, found them, and saw this error: 

Failed: Message body is empty where Description field is required. 

This is the error for all encrypted e-mails. I would like to know how to allow these messages to be received. I would still like the JHD to receive these messages and automate a service ticket, and respond to sender. 

Null message body, should simply be black or labeled something like "encrypted/empty description"

[Jason McNally]

Jira Service Desk documentation states, "A suitable request type for the email channel must have the Summary field and the Description field (encrypted .asc attachment) as visible fields. Any other fields must be optional ones." 

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In Project Settings for E-mail IT Help, where one looks for the e-mail field mapped to description, there is no place to mark Description NO under the 'required' column.  

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Since there is not a notification to the sender nor recipient that the e-mail has failed, users requested that the feature be created in JSDSERVER-818 - JSD should send reply or notification when mail handler cannot create or update issue GATHERING INTEREST. Nothing, as of yet, seems to have been done since 2016.

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I would like some sort of work-around suggestion.

[Metin Savignano]

My company has created an app that supports encrypted email, but due to the cloud architecture not allowing access to email in transit, I'm afraid it's only available for the server edition of Jira/JSD, so that may not count as a valid work-around for you.

[Jason McNally]

Thank you for the information.

[Metin Savignano]

Generally, I agree with you in that Jira would create a new issue with the file attached. I have just made a quick test and was able to verify that it works as expected. (On Server edition, however.)

If it doesn't work in your instance, it may be due to how your inbound handler has been configured. For any more ideas, it would be helpful to know its exact configuration.