JIRA Service Desk - Emails attached to emails - character limit

Question

We have several Jira Service Desk projects running on our cloud instance. Recently one of the service desk admins picked up on an issue with certain attachments not opening. Specifically, the issue related to emails that had been sent to the service desk project, with multiple attachments, including emails.

Upon investigation, the original email sent to the service desk project included an Outlook message, which was converted to an EML file during the Jira Service Desk issue creation process. Jira seemed to process the attached email correctly as it appeared in the attachment list and activity log. When trying to open the attached email from Jira, we get the error:

Not found provided by defaulter

After spending several hours trying to determine what Jira didn't like about the email, I realised that the issue was due to the attached emails subject length.

I've been testing with a draft email with differing subject lengths (same content). In Server Desk I have a test issue and from Outlook, I'm replying to the issue creation notification, attaching different versions of the draft email.

When the subject length of the attached draft email is 60 characters or less, Jira processes the attachment and it opens correctly. When the subject is >75 characters, Jira shows the attachment but on opening, I get the error mentioned above.

Waffle, waffle, waffle.... Has anyone else encountered this?

I've gone through what options are available for me to configure but can't see anything obvious. Any help would be appreciated.

Angélica Luz · Answer

Hi Greg,

I saw that you opened a ticket with our support and they are investigating this issue.
As this question is the same as the ticket, I will be watching the ticket until it gets resolved and post the resolution here.
This is to avoid any possible misunderstandings or miscommunication that may arise from discussing the same matter in two different platforms.

Regards,
Angélica

Greg Belcham · Answer

Have you raised a bug with JIRA?

The more I investigate, it is clearly a product issue.

Greg Belcham · Answer

Hi Angélica,

I've tried a couple of different mail services but the same result. It seems to be specifically EML files.

Now a bit of a development, the EML files are actually getting uploaded to JIRA. It is just the links from the attachments list and activity that are incorrect. As an example:

Attachment / Activity link:
https://xxxxxxxxx.atlassian.net/secure/attachment/xxxxxxx/RE__XX__XXXXXX___%0D%0A_XXXXXXXXX_X___XXXXXXX_X.eml

Actual attachment URL:
https://xxxxxxxxx.atlassian.net/secure/attachment/xxxxxxx/RE__XX__XXXXXX____XXXXXXXXX_X___XXXXXXX_X.eml

This must be a bug with attachment processing. It is clearly creating incorrect links when attaching the EML files. Looking at the original email subjects, there is no correlation between characters used and when %0D%0A is inserted. That said, on one email, when you concatenated the subject line, removing underscores, the characters above started at character 56, both times.