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mail handler refuses to create tickets from mail.

Alexandru Baicoianu

Hello,

I have an instance of Jira Service Desk version 8.7.1 installed on a server with Intel XEON 290 @ 2.90 ghz and 192GB RAM running WIndows Server 2019 Datacenter edition on our company.

Everything is smooth except the fact that there are some times, when the integrated mail handler refuses to read and create tickets.

Inside the handler there are no connectivity issues and if I test the connection everything works.

The only solution is to restart the service inside the server, but when I do this the service is blocked and unable to restart .

If there are more details that I can help you with, let know

Accepted answers

Andy Heinzer

Hi Alexandru,

Sorry to hear about these problems with Jira Service Desk Server. I understand that you have been seeing problems with Jira processing mail and shutting down it seems.

I have not been able to find any existing bugs that would explain the behavior reported here. I would like to try to learn more about your environment to see if we can better understand the problems seen here.

What kind of mailbox is Jira connecting to here? (Gmail, yahoo, exchange, other)
What protocol is Jira using to check this mailbox? (POP, IMAP, or the secure versions POPS, IMAPS)
Is this mailbox connected to a Jira Service Desk Mail handler? Or a Jira Core mail handler?

I suggest trying to walk through the steps in Troubleshoot mail handlers in Jira server, it explains some steps you can take such as enabling some debug level logging on specific mail specific packages. This debug logging could be helpful in understanding how Jira is interacting with the mail server.

As for the shutdown problem, that is odd as well. I can see that you're running Jira as a service here, but what account is starting that service? Is this a SYSTEM, NETWORK SERVICE, or is it being run by a user account? The logs might tell us more about what is happening here. Such as the $JIRAHOME/logs/atlassian-jira.log and/or the $JIRAINSTALL/logs/catalina.out file. This error could happen just because Jira is stuck working on something for so long that it cannot complete the shutdown process.

I'd be happy to take a closer look at the logs here. Unfortunately our Community site won't let you upload files here directly. So you'd have to use a service like dropbox or google drive to store these logs or a support zip and then share the link here with us.

Regards,

Andy

All comments

Andy Heinzer

Hi Alexandru,

Sorry to hear about these problems with Jira Service Desk Server. I understand that you have been seeing problems with Jira processing mail and shutting down it seems.

What kind of mailbox is Jira connecting to here? (Gmail, yahoo, exchange, other)
What protocol is Jira using to check this mailbox? (POP, IMAP, or the secure versions POPS, IMAPS)
Is this mailbox connected to a Jira Service Desk Mail handler? Or a Jira Core mail handler?

Regards,

Andy

Alexandru Baicoianu

Hello,

Thank you for the response.

So, currently inside the company we are using Exchange Server. I'm checking the inbox with IMAPS on port 993.

The mailbox is currently connected to Jira Service Desk.

I enabled the debugger for ongoing and incoming mails, so next time, I can see and hopefully debug the error.

About the service, is using NETWORK SERVICE as user to start. I also attached below the logs.

JiraLogs

Andy Heinzer

Hi Alexandru,

Thanks for posting these logs. I can see that Jira is frequently recording error messages like this one:

2020-04-14 00:53:07,353+0300 Caesium-1-4 ERROR anonymous user@example.com [c.a.jira.mail.MailThreadManagerImpl] Error occurred while determining message id of an e-mail message.
javax.mail.FolderClosedException

This is not a normal error to see. It tends to indicate that the mail server is terminating the connect that Jira is trying to establish to read mail here. In turn Jira has been having problems trying to process messages from this mailbox. We have a KB article about this error that might help here. Please see IMAP mail fails with FolderClosedException in logs in Jira server. There are a few different conditions that can cause this problem, such as the mail server having a limit to the number of messages sent/read by that account daily and the quote is exceeded, or if there was a corrupt message in the inbox that Jira cannot process for some reason.

The way to work around this depends on which is the cause here, but some of the solutions listed there are:

Resolution

Identify and remove the mail conditions such as:

Remove the mails to archive or move them to a different folder/mailbox from the one that JIRA is trying to scan through.

Increase the timed out value by referring to the resolution in this KB article

If alias email, please try to test on other mailbox and see whether it works or not (for Gmail).

Try these steps and see if this helps. Please let me know the results, or if you run into any problems here.

Andy

Alexandru Baicoianu

Thanks, so far so good. I didn't encountered any errors after I made those changes.