JSD incomming e-mails with picture or smileys does not create tickets

[Steffen Vester]

Hello everyone.

We started using Jira Service Desk recently, but are facing quite a big problem when customers e-mail requests to our Service Desk. Sometimes their e-mails does not create a ticket, we noticed by coincidence.

We are running JSD server version 3.13.2.

When looking into our processing e-mail log, this message appears:

01/Apr/19 7:52 AM

FAILURE

Your request could not be created. Please check the fields have been correctly filled in.

xxx@xxx.dk

Subject name

Service Desk Mail Handler

It's happend around 10 times so far, and i've noticed that everytime a ticket is not created there is either a smiley ":-)" as an image/emoji, or an image within the e-mail (i think it's called inline).

When i get their e-mail and remove the emoji or inline photo and instead attach it to the e-mail, a ticket will be created, so i'm pretty sure this is the reason.

Does anyone else have the same problem and how can i fix it? Been searching google quite a lot, with no solution.

[Nic Brough -Adaptavist-]

One quick question to potentially eliminate a known problem - are you using MySQL for the Jira database on the back-end?

[Steffen Vester]

Hello Nic!

Yes, we are using MySQL as database

[Nic Brough -Adaptavist-]

Ok, what is the collation type?  utf8 ?

[Steffen Vester]

I got this screendump fra our database expert. Does it answer your question? I'm not that technical strong on database..