I would like to know why Jira Service Desk is throwing a Null Exception and not creating a ticket when an email is attached to the email being sent to the Service Desk.

[teilor_soares]

Probably because of this bug https://jira.atlassian.com/browse/JSD-1792. Check if the information in the bug report relate to the problem you are seeing in your JIRA instance.

Cheers!
Teilor

[Dave Ayers]

When is this going to be fixed......

DAve

[Nic Brough -Adaptavist-]

When it's ready and Atlassian have replicated and fixed it. Watch (and vote) on the issue to see the progress.

[Nic Brough -Adaptavist-]

Coudl you tell us more about the actual error?  Is it just an NPE, or is there more error messages around it?

[Dave Ayers]

The error we are seeing in the mail audit log is:  Exception when MailHandlerWorker handles message: null

IRA MAIL Handler JIRA MAIL Handler[10021]: Cannot handle message as Issue Type is null or invalid.
2015-04-25 10:47:54,812 WARN [JEMH] QuartzWorker-0 ServiceRunner    JIRA MAIL Handler JIRA MAIL Handler[10021]: Cannot handle message as Issue Type is null or invalid.
2015-04-25 10:48:05,652 ERROR [JEMH] QuartzWorker-0 ServiceRunner    JIRA MAIL Handler JIRA MAIL Handler[10021]: Exception: javax.mail.MessagingException: Exception reading response;
  nested exception is:

[teilor_soares]

In this case I believe you are facing the know problem described in this KB: https://confluence.atlassian.com/pages/viewpage.action?pageId=224398784