Service Desk: IMAP-Message rejected?

Question

Jira Version 7.3.7

ServiceDesk Version: 3.5.1

We are all of a sudden unable to fetch IMAP Mails:

We have round about 50 Mails in the support-INBOX and get always those 6  Lines:

2017-07-20 15:16:38,590 Caesium-1-2 ERROR ServiceRunner [c.a.m.incoming.jepp.puller] Messaging Error when MailPullerWorker pulls emails from support@obfuscated: Failed to load IMAP envelope
2017-07-20 15:17:00,388 Caesium-1-3 INFO anonymous Incomming [c.a.mail.incoming.mailfetcherservice] Incomming[10100]: Cannot handle message as the recipient(s) (jira@linux.local) do not match the catch email jira@netitwork.net
2017-07-20 15:17:00,695 Caesium-1-3 WARN anonymous Incomming [c.a.mail.incoming.mailfetcherservice] Incomming[10100]: Sender is anonymous, no default reporter specified and creating users is set to false (or external user management is enabled). Message rejected.
2017-07-20 15:17:01,003 Caesium-1-3 WARN anonymous Incomming [c.a.mail.incoming.mailfetcherservice] Incomming[10100]: Sender is anonymous, no default reporter specified and creating users is set to false (or external user management is enabled). Message rejected.
2017-07-20 15:17:01,309 Caesium-1-3 WARN anonymous Incomming [c.a.mail.incoming.mailfetcherservice] Incomming[10100]: Sender is anonymous, no default reporter specified and creating users is set to false (or external user management is enabled). Message rejected.
2017-07-20 15:17:01,619 Caesium-1-3 WARN anonymous Incomming [c.a.mail.incoming.mailfetcherservice] Incomming[10100]: Sender is anonymous, no default reporter specified and creating users is set to false (or external user management is enabled). Message rejected.

No more no less, what could be the issue? What can we provide to solve this issue?

Stephan_Mallmann · Answer

Same Problem here.

2020-05-08 09:47:39,345+0200 DEBUG [] Caesium-1-2 ServiceRunner Start running MailPuller ...
2020-05-08 09:47:39,349+0200 DEBUG [] Caesium-1-2 ServiceRunner Found 1 valid mail channels for pulling email(s)
2020-05-08 09:47:39,349+0200 DEBUG [] Caesium-1-2 ServiceRunner Starts pulling email(s) for mail channel [CHANNELd067b0ab0a90] ...
2020-05-08 09:47:39,628+0200 DEBUG [] Caesium-1-2 ServiceRunner Connection to Mail Server established successfully using CGM.DE.Ti.ITSM
2020-05-08 09:47:39,716+0200 DEBUG [] Caesium-1-2 ServiceRunner Folder opened for READ_WRITE access
2020-05-08 09:47:39,777+0200 ERROR [] Caesium-1-2 ServiceRunner Messaging Error when MailPullerWorker pulls emails from itsm.ti.de@cgm.com: Failed to load IMAP envelope
2020-05-08 09:47:39,817+0200 DEBUG [] Caesium-1-2 ServiceRunner Finished pulling email(s) for mail channel [CHANNELd067b0ab0a90]
2020-05-08 09:47:39,819+0200 DEBUG [] Caesium-1-2 ServiceRunner Found 0 enabled but inactive mail channels to record suspended state
2020-05-08 09:47:39,819+0200 DEBUG [] Caesium-1-2 ServiceRunner Finish running MailPuller ...

somethingblue · Answer

Hi Michael,

Based on what we see in the logs, I would start out with the knowledge base article titled Unable to create issue due to anonymous sender and no default reporter.  In order for the mail handler to create emails one of the following must be true:

* A default user. This is the reporterusername parameter.
* An existing user as the reporter.
* The parameter createusers set to true. If external user management is enabled, it must allow user creation.

Verify one of the above conditions are met if so the next step will be to enable debug logging.  Once you have done that, capture what the logs say and post the snippet around the time the issue was newly reproduced.

Cheers,

Branden