Issues with Incoming Emails After Upgrading Jira and JSM to Version 10.1.1

[Ramin Shanehsaz _Computerra_]

Hello Atlassian Community,

We recently upgraded both Jira and Jira Service Management (JSM) from version 10.0.0 to version 10.1.1, and since the upgrade, we've been experiencing problems with the incoming email functionality in JSM projects. Specifically, emails that are supposed to create or update issues are no longer being processed correctly.

Mail audit log:

Also the Email requests page in the project configuration is not loading anymore:

Error logs

atlassian-jira.log

2024-10-16 07:26:49,787+0000 Caesium-1-4 ERROR ServiceRunner [velocity] ResourceManager : unable to find resource 'templates/email-batch/html/template.vm' in any resource loader. 2024-10-16 07:26:49,787+0000 Caesium-1-4 ERROR ServiceRunner [velocity] #parse(): cannot find template 'templates/email-batch/html/template.vm', called at getEncodedBodyFromContent[line 2, column 1] 2024-10-16 07:26:49,787+0000 Caesium-1-4 ERROR ServiceRunner [c.atlassian.velocity.DefaultVelocityManager] Exception getting message body from Velocity: org.apache.velocity.exception.ResourceNotFoundException: Unable to find resource 'templates/email-batch/html/template.vm' org.apache.velocity.exception.ResourceNotFoundException: Unable to find resource 'templates/email-batch/html/template.vm'

The template.vm can be found on the server.

atlassian-jira-incoming-mail.log

2024-10-07 16:05:51,551+0000 ERROR [] Caesium-1-4 ServiceRunner Exception when MailPullerWorker pulls emails: com.atlassian.jira.internal.mail.processor.feature.puller.MailPullerWorkerException: java.io.IOException: com.microsoft.graph.core.ClientException: Error executing the request at com.atlassian.jira.internal.mail.processor.feature.puller.MailPullerWorker.lambda$pullEmailForConnection$3(MailPullerWorker.java:150) [jira-email-processor-plugin-20.0.1-REL-0001.jar:?]

We already deleted the mail server configuration in Jira, which throw an error but it was removed. Also, we restarted Jira and tried to re-install JSM but had errors when uninstalling it (which we also had before the upgrade and when everything was working).

Do you have any idea what the problem is? We did not found any notes in the release notes. Maybe while upgrading an error occured but we did not notices anything unusual.

Thanks in advance!

[Ramin Shanehsaz _Computerra_ · Accepted solution]

For your information:

We resolved this issue by downgrading Jira to version 10.0.0.

[Petar Mihalović]

Hi Ramin,

Did you try to solve this issue on newest jira later?

For example, 10.4.0?

[Ramin Shanehsaz _Computerra_]

Hi Petar,

since we moved to Jira Cloud, we did not further investigate this issue.