"Internal server error" when copying Description field with a corrupted attachment in Jira Cloud

Mariano Tallarico _Appricity_

Hi, community.

I’m currently facing an issue in my Jira Service Management (Cloud) project related to corrupted attachments in tickets submitted via email. Here’s the situation:

Context:

1. Users submit tickets to my project via email.
2. One of these tickets was created with a corrupted attachment in the Description field.
3. During a workflow transition, the Description field is automatically copied to a Paragraph type field to preserve the information.

Problem:

When the attachment is corrupted, trying to execute the transition triggers the following error:
"System Internal Error", and I cannot proceed with the ticket management.

• If I delete the attachment or if the file is valid, the transition works as expected.

What I’ve investigated so far:

• I replicated the issue by creating tickets with corrupted attachments and confirmed this is the cause.
• I checked that the workflow transition doesn’t have additional validators that could block the process.
• I understand that, being on Jira Cloud, I don’t have direct access to system logs.

Questions:

1. Is there a way to handle cases like this (corrupted attachments) in Jira Cloud to avoid the error?
2. Does anyone know if Jira has specific restrictions for processing damaged files in this context?

Any suggestions or experiences would be greatly appreciated. 😊

Thanks in advance!

Brant Schroeder

@Mariano Tallarico _Appricity_ the is nothing other than manually removing the attachment.  You could use an automation to delete the attachment if you could identify the specific rules which by your description of the issue might be possible.