Attachments from emails are not being added to tickets

Roy Malcik

We have tickets being created from emails but the attachments are not being added to the tickets and creating the following error.  

Some attachments from the message might be missing. Making a note on the issue.
javax.mail.FolderClosedException
	at javax.mail.internet.MimeBodyPart.getContent(MimeBodyPart.java:680) [javax.mail-api-1.6.0.jar:1.6.0]

The size of the attachments are small so I don't think size is an issue.   

Andy Heinzer

Hi Roy,

Sorry to hear about this problem.  From the looks of that error message, it appears that the mail server closed the connection unexpectedly while Jira was trying to get this message and/or attachments.

We have a knowledge base article on this kind of error over in IMAP mail fails with FolderClosedException in logs in Jira server.  This error by itself doesn't give us an exact cause.  Just that the mail server closed the connection unexpectedly.  But that article does provide a few potential causes such as:

• In mail server having a limit of emails to be sent by each person daily and the quota was being exceeded.
• JIRA is trying to scan/read but has too many emails which takes a considerable amount of time.
  
• There are limits set by the mail server that only certain amount of mails can be read by JIRA on a particular time
• There is corrupted mail blocking JIRA from continuing to scan/read other emails
  
• If catch email address is an alias email (such as Gmail).

I have a feeling that the solution here might require some kind of setting adjustment be made on the mail server side.  What kind of email server is Jira connecting to here (Exchange, Gmail, or some other service)?

It's also possible that there is something unusual about the attachment itself in a single message.  Jira can get stuck trying to download a single message over and over again if something is failing to store that data.  In some cases you can simply remove the message manually from the inbox to work past this problem, but if this is happening repeatedly, then it might help to look closer at the email headers to see the exact mimetype/formats of these attachments. 

Check out these resources and let me know what you find.

Andy