Problem with cyrillic emails with EmailThisIssue

Question

I am trying to use Jira and EmailThisIssue to create and close issues.
JETI creates an issue without any problems. There is an problem with adding comments.
I have enabled the rule in next-gen mail handler: Find Issues for Email
 - If (Email Subject matches Regular expression (.*)), find issue by JQL summary ~ ""$!group1""
Since I need to search for an issue by an exact match between the email subject and the issue title—this is my specific requirement—please do not suggest other search options.

I have an issue titled "test1". I send an email with the subject "test1" and see in the audit log:
DEBUG: JQL with matched values: summary ~ ""test1""
DEBUG: Issue found by JQL: SD1-312

I have an issue with a Cyrillic title "тест". I send an email with the subject "тест" and see in the log:
DEBUG: JQL with matched values: summary ~ ""тест""
DEBUG: Issue not found by JQL: тест
At the same time, in the "Search for issues" form, the advanced query summary ~ ""тест"" finds the required issue without any problems.

I have conducted many tests; the email encoding does not matter, and all Jira encodings are set to UTF-8. The Jira user I am working under has administrative rights, and both issues were created by him, so it is not a permissions issue.
I tried using text not from the subject but from the body—this also does not matter.
It seems that either in JETI or in Jira there are nuances related to working with Cyrillic in JQL in the plugin code.

Piotr Witka · Answer

Hi @Sellec !

Alternative solution could be to use Jira Enterprise Mail Handler instead of JETI. I have experience of several years working with both. If you don't need mail sending functionalities of JETI but more advanced mail fetching functionalities would be beneficial for you, please test if JEMH works fine on this case. There are many adanced preprocessing functionls that are resolving encoding problems.

(I'm not anyhow related to any of this plugins implementation - this is my feeling as end user of both & both I consider very handy).

BR

Piotr

Valerie Knapp_dpp5c6 · Answer

Hi @Sellec , welcome to the Atlassian Community and thanks for your detailed post.

If you have a paid subscription to the app, I would reach out to the vendor for help with this issue. I implemented Email This Issue for a very complicated customer use case and the support was incredibly helpful to get everything up and running. I've tagged them into this post but you can also open a ticket to them here https://marketplace.atlassian.com/apps/4977/email-this-issue?hosting=datacenter&tab=support

Best wishes