JEMH has rejected your email, 1 problem(s) were found

Sriram Subramanian_8poq2s

Team,

I got a rejection mail from JEMH, stating below. I beleive this could be related to one of the DL user in the CC list is a problem. Attaching below more info for your checking, can advice how this can be rectified? appreciate your help urgently. thanks 

..

This is an automated response from the Jira Enterprise Message Handler.
As the issue INC-192701 was partially created/updated you may want to manually correct it.
Some of the fields provided were not valid. Please review the following 1 hints for future reference.
Hints
Hint #{0}: Provided Value Valid Values Message
1 com.atlassian.jira.issue.customfields.view.CustomFieldParamsImpl@1f931a7e[parameterMap={null=[angelinelau, ITTL1Support, TMOACUBondSettlement, noelwoon, derilondon@dbs.com, derilondon]},customField=Request participants] n/a As [derilondon@dbs.com] the field [customfield_10001] could not be set: Cannot add user DERI-LONDON because they are not a customer on this service desk
Detail

Original Email:
Subject: RE: [- Unassigned -] [INC-192701] Data integrity issue with MX - got virus or bug?
Sent Date: Thu Mar 26 17:06:13 SGT 2020
Received Date: Thu Mar 26 17:06:17 SGT 2020
From:
To: address: itt-jira@dbs.com , personal: ITT JIRA Service Desk address: ITTL1Support@dbs.com , personal: ITT L1 Support

Cc: address: noelwoon@dbs.com , personal: Noel Jin Hoe WOON , mappedJiraUser: noelwoon address: derilondon@dbs.com , personal: DERI-LONDON , mappedJiraUser: derilondon@dbs.com address: TMOACUBondSettlement@dbs.com , personal: TMO ACU Bond Settlement , mappedJiraUser: TMOACUBondSettlement address: angelinelau@dbs.com , personal: ANGELINE MEI CHIN LAU , mappedJiraUser: angelinelau

Headers: • MIME-Version : 1.0
• Received : from w01gmailexch5a.reg1.1bank.dbs.com (10.66.22.127) by w01gmailexch3a.reg1.1bank.dbs.com (10.66.22.126) with Microsoft SMTP Server (version=TLS1_2, cipher=TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA256_P256) id 15.1.1713.5 via Mailbox Transport; Thu, 26 Mar 2020 17:06:17 +0800
• Received : from w01gmailexch5a.reg1.1bank.dbs.com (10.66.22.127) by w01gmailexch5a.reg1.1bank.dbs.com (10.66.22.127) with Microsoft SMTP Server (version=TLS1_2, cipher=TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA256_P256) id 15.1.1713.5; Thu, 26 Mar 2020 17:06:17 +0800
• Received : from W01GMAILHC51.reg1.1bank.dbs.com (10.67.2.22) by w01gmailexch5a.reg1.1bank.dbs.com (10.66.22.127) with Microsoft SMTP Server (version=TLS1_0, cipher=TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA_P256) id 15.1.1713.5 via Frontend Transport; Thu, 26 Mar 2020 17:06:17 +0800
• Received : from smtp.dbs.com (10.67.41.5) by W01GMAILHC51.reg1.1bank.dbs.com (10.67.2.1) with Microsoft SMTP Server (TLS) id 14.3.487.0; Thu, 26 Mar 2020 17:06:17 +0800
• Received : from APC01-HK2-obe.outbound.protection.outlook.com (10.1.191.5) by smtp.dbs.com (10.67.41.5) with Microsoft SMTP Server (version=TLS1_2, cipher=TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA384_P256) id 15.1.1713.5; Thu, 26 Mar 2020 17:06:15 +0800
• Received : from SG2PR02MB3800.apcprd02.prod.outlook.com (20.177.170.202) by SG2SPR01MB0039.apcprd02.prod.outlook.com (52.132.235.214) with Microsoft SMTP Server (version=TLS1_2, cipher=TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384) id 15.20.2856.18; Thu, 26 Mar 2020 09:06:13 +0000
• Received : from SG2PR02MB3800.apcprd02.prod.outlook.com ([fe80::c57f:436d:3ab0:a52]) by SG2PR02MB3800.apcprd02.prod.outlook.com ([fe80::c57f:436d:3ab0:a52%5]) with mapi id 15.20.2835.025; Thu, 26 Mar 2020 09:06:13 +0000
• From : DERI-LONDON
• To : ITT JIRA Service Desk , ITT L1 Support
• CC : Noel Jin Hoe WOON , DERI-LONDON , TMO ACU Bond Settlement , ANGELINE MEI CHIN LAU
• Subject : RE: [- Unassigned -] [INC-192701] Data integrity issue with MX - got virus or bug?
• Thread-Topic : [- Unassigned -] [INC-192701] Data integrity issue with MX - got virus or bug?
• Thread-Index : AdYC1+xZmC7t6CF4TM+LQ0yog9iVTqhaleJt
• Date : Thu, 26 Mar 2020 17:06:13 +0800
• Message-ID :
• References : <1069507565.45746.1585163040032@w01gfoglapp2a.reg1.1bank.dbs.com>
• In-Reply-To : <1069507565.45746.1585163040032@w01gfoglapp2a.reg1.1bank.dbs.com>
• Accept-Language : en-US
• Content-Language : en-US
• X-MS-Exchange-Organization-AuthAs : Internal
• X-MS-Exchange-Organization-AuthMechanism : 04
• X-MS-Exchange-Organization-AuthSource : SG2PR02MB3800.apcprd02.prod.outlook.com
• X-MS-Has-Attach : yes
• X-MS-Exchange-Organization-Network-Message-Id : 01d8ca1a-336c-4bcf-01f6-08d7d164f02d
• X-MS-Exchange-Organization-SCL : -1
• X-MS-TNEF-Correlator :
• X-MS-Exchange-Organization-RecordReviewCfmType : 0
• x-ms-publictraffictype : Email
• x-originating-ip : [203.127.89.193]
• Content-Type : multipart/related; boundary="_004_SG2PR02MB38008FF97A72BFE402B665EAA4CF0SG2PR02MB3800apcp_"; type="text/html"

JEMH Version 2.7.55

 

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Dario B

Hello @Sriram Subramanian ,

As you have already thought the issue is caused by one of the email addressed in CC to the provided email.

As written in the error message, the issue/request INC-192701 has been created but it was not possible to add a specific user (derilondon@dbs.com) to the request participants field because this user is not a customer for the service desk: 

[...]

As the issue INC-192701 was partially created/updated you may want to manually correct it.
Some of the fields provided were not valid. Please review the following 1 hints for future reference.

[...]

customField=Request participants] n/a As [derilondon@dbs.com]

the field [customfield_10001] could not be set: Cannot add user DERI-LONDON because they are not a customer on this service desk

[...]

 

Indeed, in the CC fields of the email I can see the email address of a Jira user that is causing this issue:

address: derilondon@dbs.com , personal: DERI-LONDON , mappedJiraUser: derilondon@dbs.com

 

Now, depending whether the user is supposed to have access to the service desk and/or the request you can choose one of the below ways to proceed:

1. Add the customer to the service desk as documented in: Setting-up service desk users: add a customer. 
2. Open the service desk so that anyone can raise requests or be added to the request participants as explained in: Managing access to your service desk
3. Do nothing since the user is not supposed to see requests in that service desk.

 

If you go for #1 or #2, you will have to manually add the user to the request participants field of INC-192701 (after changing the settings).

 

Cheers,
Dario