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Can't receive emails when users reply to a Jira email with attachments

Valerie AQUILA1

Hi all, On our Jira, we have configured an incoming email server, with a mail handler service which type is "Create a new issue or add a comment to an existing issue". It works fine, new tickets are created with the issue-type we've configured, or comments are added on existing issues, and the assignees/watchers receive the emails exept when the email reply has attachments. In that case, the issues are created or commented, but the assignees/watchers do not receive the emails. Any idea on where to dig ?

Accepted answers

Chris Kirkham3

If a reply email has an attachment in it Jira fires the ISSUE UPDATED.

https://answers.atlassian.com/questions/221270/jira-not-firing-issue-commented-on-incomming-mail

All comments

Raju KC

Are you able to create new issue with attachment from web?

Valerie AQUILA1

Hi ck,

Thanks for your interrest.

Yes, we'are able to create new issue with attachment from web.

Raju KC

In that case, Does the assignees/reporter are notified?

Daniel Garcia12

Do you revise your scheme notifications for project that you're replying? You have any issue security level in your project? Revise

Valerie AQUILA1

Yes, on issue creation from web, with attachment, the assignee/reporter receives the email

Valerie AQUILA1

Hello Daniel,

No issue security level on the project.

Notification scheme works well as the emails are received when the issue is created from web.

The problem occurs only when issues are created/commented from email reply, with attachments on the email. In that case, the issue is correctly created/commented, but emails are not received.

Valerie AQUILA1

Hello Daniel,

No issue security level on the project.

Notification scheme works well as the emails are received when the issue is created from web.

The problem occurs only when issues are created/commented from email reply, with attachments on the email. In that case, the issue is correctly created/commented, but emails are not received.

Valerie AQUILA1

Hello all,

This problems occurs only in the case of 'reply' to an email, not on new email.

* When we reply to an email sent by Jira, without an attachment :

-- > the comment is correctly added to the issue

--> the email is correctly received by the assignee/reporter/watchers

* When we reply to an email sent by Jira, with an attachment :

--> the comment is correctly added to the issue

--> the attachement is correclty added to the issue

--> no email is sent :-(

* When we send a new email, without attachment :

--> the issue is correctly created

--> the email is correctly received by the assignee/reporter/watchers

* When we send a new email, with attachment :

--> the issue is correclty created

--> the attachment is correctly added to the issue

--> the email is correctly received by the assignee/reporter/watchers

unknown

There is an ouside chance you may have some post-functions or IssueListeners that are not behaving. I suggest you enable logging, and check for the duration of the Comment. If you see stack traces, this will identify the cause.

Valerie AQUILA1

Hello Andy,

What do you mean by "the duration of the Comment" ?

unknown

I mean the timestamp of your comment, so you can locate the period when it was created. If you enable inbound mail logging via JIRA admin / Logging and Profiling, you will get to see more of what is going on, (or not).

Valerie AQUILA1

For an email reply with a file attached

In the atlassian-jira-incoming-mail.log :

2013-06-21 11:42:52,177 INFO [mailserver_exchange] QuartzWorker-0 ServiceRunner Comment ticket from Exchange 2 Comment ticket from Exchange 2[10050]: Added comment 'Trace avec attach... 'by 'vaquila' to issue 'RIS-14056'

2013-06-21 11:42:52,356 INFO [mailserver_exchange] QuartzWorker-0 ServiceRunner Comment ticket from Exchange 2 Comment ticket from Exchange 2[10050]: Added attachment to issue 'RIS-14056'
2013-06-21 11:42:53,066 INFO [mailserver_exchange] QuartzWorker-0 ServiceRunner Comment ticket from Exchange 2 Comment ticket from Exchange 2[10050]: Added attachment to issue 'RIS-14056'

In the atlassian-jira-incoming-mail.log :

2013-06-21 11:42:52,127 WARN [mailserver_exchange] QuartzWorker-0 ServiceRunner Comment ticket from Exchange 2 Unable to extract text from MIME part with Content-Type 'multipart/mixed;
boundary=_002_B8F8EE7708A13147A0285B2A22F78450683949LFRMB01fabcocom_

For an email reply with NO file attached

In the atlassian-jira-incoming-mail.log :

2013-06-21 11:52:52,149 INFO [mailserver_exchange] QuartzWorker-0 ServiceRunner Comment ticket from Exchange 2 Comment ticket from Exchange 2[10050]: Added comment 'Trace sans attach... 'by 'vaquila' to issue 'RIS-14056'

In the atlassian-jira-incoming-mail.log :

nothing

Chris Kirkham3

If a reply email has an attachment in it Jira fires the ISSUE UPDATED.

https://answers.atlassian.com/questions/221270/jira-not-firing-issue-commented-on-incomming-mail

Jackson Ong

Hi Andy,

This is a pretty comment problem of Jira. Please read from here :

https://modem7.wordpress.com/2013/01/10/jira-email-on-attachment/

If you have inbound email setup, you can test it. One email with attachment and one email without attachment. You will see that the one without email will send a notification, while the one with attachment will have no notification.

Thanks.

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