Mailhandler: no mail attachments added to created issues

[opt-it Admin]

Since our update to jira 8.3 we are missing the mail attachments from the mails added via mail handler. What can we check for or do?

[Andy Heinzer]

Hi Thorsten,

I understand that you recently upgrade Jira and since that time, messages Jira is processing via the mail handler do not appear to including attachments.  

I tried to lookup your account in our system, and I came across a detail that might be a factor here.  Were you previously using a plugin with Jira called Enhanced Mail Handler?  I found that this plugin appears to have been archived in Marketplace: https://marketplace.atlassian.com/archive/1212620

If so, then perhaps your system is still trying to utilize this old plugin.   If you no longer utilize this plugin, it might be best to disable it within Jira.  You can do this in Jira 8 by going to the Cog Icon -> Manage Apps -> Manage apps -> Search user installed for this plugin/app name and disable it.   It looks like the last version of Jira this plugin supported was Jira 7.8.4. 

If that is not the case here, and your Jira instance is only utilizing the native Jira mail handlers, then I would recommend trying to follow the advanced assessment steps in Diagnosing Mail and Mail Handlers Issues.  The default logging in Jira might not be verbose enough for us to understand what is happening here.  However that guide has steps on how you can enable a higher level of logging of incoming mail for Jira, such as WARN or DEBUG.  If you can then recreate this problem with that logging level turned up perhaps we can learn more about why Jira is not processing these.

Regards,

Andy

[opt-it Admin]

Hi Andi,

thank you for your detailed response.

The second case describes our situation. the 3rd party plugin isn't utilized by our installation.

We'll read through the linked article and will see more details.

then I'll give a new feedback here.

regards

Thorsten