Email Issue Creation Doesn't Appear To Be Running At All

Question

Good Afternoon,

I am having an issue with our production environment of JIRA where the ticket creation off of email isn't working at all. In fact, it doesn't appear to be running at all. The last few lines in the atlassian-jira-incoming-mail.log file read:

2012-08-20 11:33:08,939 INFO  Support POP Server  QuartzWorker-0 ServiceRunner    AGCY Pop Issue Creation Sender not registered in JIRA. Using configured default reporter 'jira_support'.

2012-08-20 11:33:09,345 INFO  Support POP Server  QuartzWorker-0 ServiceRunner    AGCY Pop Issue Creation Sender not registered in JIRA. Using configured default reporter 'jira_support'.

2012-08-20 11:33:09,361 INFO  Support POP Server  QuartzWorker-0 ServiceRunner    AGCY Pop Issue Creation Sender not registered in JIRA. Using configured default reporter 'jira_support'.

2012-08-21 11:23:07,545 INFO  Support POP Server  QuartzWorker-1 ServiceRunner    AGCY Pop Issue Creation Sender not registered in JIRA. Using configured default reporter 'jira_support'.

2012-08-21 11:23:07,639 INFO  Support POP Server  QuartzWorker-1 ServiceRunner    AGCY Pop Issue Creation Sender not registered in JIRA. Using configured default reporter 'jira_support'.

2012-08-21 11:23:07,670 INFO  Support POP Server  QuartzWorker-1 ServiceRunner    AGCY Pop Issue Creation Sender not registered in JIRA. Using configured default reporter 'jira_support'.

2012-08-27 11:13:26,389 INFO  Support POP Server  QuartzWorker-1 ServiceRunner    AGCY Pop Issue Creation Sender not registered in JIRA. Using configured default reporter 'jira_support'.

2012-08-27 11:13:27,514 INFO  Support POP Server  QuartzWorker-1 ServiceRunner    AGCY Pop Issue Creation Sender not registered in JIRA. Using configured default reporter 'jira_support'.

2012-08-27 11:13:27,936 INFO  Support POP Server  QuartzWorker-1 ServiceRunner    AGCY Pop Issue Creation Sender not registered in JIRA. Using configured default reporter 'jira_support'.

2012-08-27 11:13:28,092 INFO  Support POP Server  QuartzWorker-1 ServiceRunner    AGCY Pop Issue Creation Sender not registered in JIRA. Using configured default reporter 'jira_support'.

2012-08-27 11:21:22,860 INFO  Support POP Server  QuartzWorker-0 ServiceRunner    AGCY Pop Issue Creation Sender not registered in JIRA. Using configured default reporter 'jira_support'.

2012-08-27 11:21:22,923 INFO  Support POP Server  QuartzWorker-0 ServiceRunner    AGCY Pop Issue Creation Sender not registered in JIRA. Using configured default reporter 'jira_support'.

2012-08-27 11:21:22,939 INFO  Support POP Server  QuartzWorker-0 ServiceRunner    AGCY Pop Issue Creation Sender not registered in JIRA. Using configured default reporter 'jira_support'.

.... there's no indication that it's even trying and failing. I've verified that the services and listeners are in there correctly, and the JAVA_OPTS flags are commented out. We're running JIRA as a Windows service, and I've increased the min/max memory to 256M/1280M, and I'm not receiving any OutOfMemory errors. In fact, in JIRA settings, the memory usage appears to hover around 50% all the time (although it's constantly eating up 2 CPU cores).

What else can I check to see why this isn't running? I've also turned on debug logging for this, but no additional entries are showing up.

Thanks!

Brian Bagent · Answer

I'm having a similar issue.  Catalina-out looks like my mail handler is working correctly.  It shows the connection to the mail server, the fetch out of the inbox, then deleting from the inbox, but then I get no tickets created.

atlassian-jira.log output:

2014-07-31 15:11:11,000 http-bio-8443-exec-649 WARN anonymous 911x693914x1 - 172.19.1.250 /rest/dev-status/1.0/webhooks/update-summary [oauth.serviceprovider.internal.AuthenticatorImpl] No executing user assigned for 2LO requests

2014-07-31 15:11:34,784 http-bio-8443-exec-640 INFO bbagent 911x693920x1 1luzy33 172.19.1.250 /rest/jira-mail-plugin/1.0/message-handlers/test [service.services.file.AbstractMessageHandlingService$HandlerDisablementListener] Registering disablement listener for module 'com.atlassian.jira.jira-mail-plugin:createIssueHandler'

2014-07-31 15:12:46,876 http-bio-8443-exec-647 INFO bbagent 912x693950x1 1luzy33 172.19.1.250 /rest/jira-mail-plugin/1.0/message-handlers/test [service.services.file.AbstractMessageHandlingService$HandlerDisablementListener] Registering disablement listener for module 'com.atlassian.jira.jira-mail-plugin:createIssueHandler'

2014-07-31 15:12:48,938 http-bio-8443-exec-647 INFO bbagent 912x693951x1 1luzy33 172.19.1.250 /rest/jira-mail-plugin/1.0/message-handlers/test [service.services.file.AbstractMessageHandlingService$HandlerDisablementListener] Registering disablement listener for module 'com.atlassian.jira.jira-mail-plugin:createIssueHandler'

2014-07-31 15:12:55,899 http-bio-8443-exec-647 INFO bbagent 912x693955x1 1luzy33 172.19.1.250 /rest/jira-mail-plugin/1.0/message-handlers/test [service.services.file.AbstractMessageHandlingService$HandlerDisablementListener] Registering disablement listener for module 'com.atlassian.jira.jira-mail-plugin:createIssueHandler'

2014-07-31 15:12:57,780 http-bio-8443-exec-647 INFO bbagent 912x693956x1 1luzy33 172.19.1.250 /rest/jira-mail-plugin/1.0/message-handlers/test [service.services.file.AbstractMessageHandlingService$HandlerDisablementListener] Registering disablement listener for module 'com.atlassian.jira.jira-mail-plugin:createIssueHandler'

2014-07-31 15:13:01,152 http-bio-8443-exec-647 INFO bbagent 913x693958x1 1luzy33 172.19.1.250 /secure/admin/EditHandlerDetails.jspa [service.services.file.AbstractMessageHandlingService$HandlerDisablementListener] Registering disablement listener for module 'com.atlassian.jira.jira-mail-plugin:createIssueHandler'

2014-07-31 15:13:01,171 http-bio-8443-exec-647 INFO bbagent 913x693958x1 1luzy33 172.19.1.250 /secure/admin/EditHandlerDetails.jspa [service.services.file.AbstractMessageHandlingService$HandlerDisablementListener] Unregistering disablement listener for module 'com.atlassian.jira.jira-mail-plugin:createIssueHandler'

2014-07-31 15:13:01,176 http-bio-8443-exec-647 INFO bbagent 913x693958x1 1luzy33 172.19.1.250 /secure/admin/EditHandlerDetails.jspa [service.services.file.AbstractMessageHandlingService$HandlerDisablementListener] Registering disablement listener for module 'com.atlassian.jira.jira-mail-plugin:createIssueHandler'

2014-07-31 15:26:21,810 http-bio-8443-exec-645 WARN anonymous 926x694655x1 - 172.19.1.250 /rest/dev-status/1.0/webhooks/update-summary [oauth.serviceprovider.internal.AuthenticatorImpl] No executing user assigned for 2LO requests

unknown · Answer

What JIRA version are you using? have you recently upgaded?

Faisal · Answer

Afternoon Scott,

From the highlighted entries in the atlassian-jira-incoming-mail.log file, the first thing that came across my mind is that actually isues from email were successfully created from the AGCY mail handler. Except that perhaps the email sender is not registered in JIRA, hence the default reporter of the created issues will be jira_support user.

However, I am partially sure if this could be the case here. Just to check on this, may I know if there's any error being captured in the atlassian-jira.log or catalina.out file which is related to IMAP or POP services for mail handlers?