Unable to render content due to system error: Mail Handler

[Nombulelo Zizi]

Good day,

We have this error on the logs when issues are created via mail handle. Some issues are created successfully and some throw this error " [c.a.renderer.v2.V2Renderer] Unable to render content due to system error: There is no ID mapped for the user key ''
java.lang.IllegalStateException: There is no ID mapped for the user key ''

The scrip we use on the mail handler

import com.atlassian.jira.component.ComponentAccessor
import com.atlassian.jira.service.util.ServiceUtils
import com.atlassian.jira.service.util.handler.MessageUserProcessor
import com.atlassian.jira.user.ApplicationUser
import com.atlassian.jira.user.util.UserManager
import com.atlassian.mail.MailUtils
import com.atlassian.jira.component.ComponentAccessor
import com.atlassian.jira.issue.CustomFieldManager
import com.atlassian.jira.issue.fields.CustomField
import com.atlassian.jira.issue.IssueManager
import com.atlassian.jira.issue.Issue

import javax.mail.Address
import javax.mail.Message
import javax.mail.internet.InternetAddress

def userManager = ComponentAccessor.getComponent(UserManager)
def projectManager = ComponentAccessor.getProjectManager()
def issueFactory = ComponentAccessor.getIssueFactory()
def messageUserProcessor = ComponentAccessor.getComponent(MessageUserProcessor)

def subject = message.getSubject() as String
log.error("Subject: " + subject)
def sender = MailUtils.getSenders(message)

log.error("sender: " + sender)

def addresses = message.getRecipients(Message.RecipientType.CC) as List<Address>
log.error("CC: " +addresses)

def issue = ServiceUtils.findIssueObjectInString(subject)

log.error("Issue: " + issue)

if (issue) {
return
}

if(sender.toString().contains("soctickets@mitigate.co.za"))
{
if(subject.toString().contains("Severity 1")
|| subject.toString().contains("Severity 2"))
{

ApplicationUser user = userManager.getUserByName("socreplies")
log.error("User: "+user)

log.error("Author: " + messageUserProcessor.getAuthorFromSender(message))
ApplicationUser reporteruser = messageUserProcessor.getAuthorFromSender(message) ?: user
log.error("reporteruser: "+reporteruser)
def project = projectManager.getProjectObjByKey("SD")
log.error("project: "+project)

def issueObject = issueFactory.getIssue()
log.error("issueObject request: " +issueObject)
issueObject.setProjectObject(project)

log.error("Project request: " +issueObject.setProjectObject(project))
issueObject.setSummary(subject)

log.error("Summary request: "+issueObject.setSummary(subject))
issueObject.setDescription(MailUtils.getBody(message))
issueObject.setIssueTypeId(project.issueTypes.find { it.name == "Incident" }.id)
log.error("Issue type request: " +issueObject.setIssueTypeId(project.issueTypes.find { it.name == "Incident" }.id))
issueObject.setReporter(reporteruser)
log.error("Reporter request: " + issueObject.setReporter(reporteruser))

def customFieldManager = ComponentAccessor.customFieldManager
def optionsManager = ComponentAccessor.optionsManager
def mySelectCf = customFieldManager.getCustomFieldObject('customfield_14146')
log.error("Field name: "+ mySelectCf)
def mySelectContextConfig = mySelectCf.getRelevantConfig(issueObject)
def selectOptions = optionsManager.getOptions(mySelectContextConfig)

def myOption = selectOptions.find{it.value == 'Mitigate'}
log.error("Ticket source value: " + myOption)

if(myOption){
log.error("Ticket source value is set")
issueObject.setCustomFieldValue(mySelectCf, myOption)
}
else
{
log.error("Ticket source value is not set")
}

try
{

messageHandlerContext.createIssue(userManager.getUserByName("socreplies"), issueObject)
log.error("Issue created")
}
catch(Exception e)
{
log.error("issue not created successfully due to error")
log.error(e)

}

}
else
{
log.error("Issue not created since it doesn't meet requirements")
}

}

Below is the logs of an issue that is created and an issue the is giving issues

********created sucessfully**********
2020-07-16 12:43:00,718+0200 Caesium-1-2 ERROR anonymous SOC Mail Handler [c.o.scriptrunner.runner.ScriptBindingsManager] Subject: [RT MMH #445460] Site: MMH - New Incident: Severity 1 - Firewall Configuration Changes
2020-07-16 12:43:00,719+0200 Caesium-1-2 ERROR anonymous SOC Mail Handler [c.o.scriptrunner.runner.ScriptBindingsManager] sender: [soctickets@mitigate.co.za]
2020-07-16 12:43:00,719+0200 Caesium-1-2 ERROR anonymous SOC Mail Handler [c.o.scriptrunner.runner.ScriptBindingsManager] CC: [MMISiem@mmltd.co.za, tickets@mitigate.co.za]
2020-07-16 12:43:00,719+0200 Caesium-1-2 ERROR anonymous SOC Mail Handler [c.o.scriptrunner.runner.ScriptBindingsManager] Issue: null
2020-07-16 12:43:00,719+0200 Caesium-1-2 ERROR anonymous SOC Mail Handler [c.o.scriptrunner.runner.ScriptBindingsManager] User: socreplies(JIRAUSER73506)
2020-07-16 12:43:00,725+0200 Caesium-1-2 ERROR anonymous SOC Mail Handler [c.o.scriptrunner.runner.ScriptBindingsManager] Author: null
2020-07-16 12:43:00,730+0200 Caesium-1-2 ERROR anonymous SOC Mail Handler [c.o.scriptrunner.runner.ScriptBindingsManager] reporteruser: socreplies(JIRAUSER73506)
2020-07-16 12:43:00,730+0200 Caesium-1-2 ERROR anonymous SOC Mail Handler [c.o.scriptrunner.runner.ScriptBindingsManager] project: Project: SD
2020-07-16 12:43:00,730+0200 Caesium-1-2 ERROR anonymous SOC Mail Handler [c.o.scriptrunner.runner.ScriptBindingsManager] issueObject request: null
2020-07-16 12:43:00,730+0200 Caesium-1-2 ERROR anonymous SOC Mail Handler [c.o.scriptrunner.runner.ScriptBindingsManager] Project request: null
2020-07-16 12:43:00,730+0200 Caesium-1-2 ERROR anonymous SOC Mail Handler [c.o.scriptrunner.runner.ScriptBindingsManager] Summary request: null
2020-07-16 12:43:00,778+0200 Caesium-1-2 ERROR anonymous SOC Mail Handler [c.o.scriptrunner.runner.ScriptBindingsManager] Issue type request: null
2020-07-16 12:43:00,778+0200 Caesium-1-2 ERROR anonymous SOC Mail Handler [c.o.scriptrunner.runner.ScriptBindingsManager] Reporter request: null
2020-07-16 12:43:00,778+0200 Caesium-1-2 ERROR anonymous SOC Mail Handler [c.o.scriptrunner.runner.ScriptBindingsManager] Field name: Ticket Source
2020-07-16 12:43:00,778+0200 Caesium-1-2 ERROR anonymous SOC Mail Handler [c.o.scriptrunner.runner.ScriptBindingsManager] Ticket source value: Mitigate
2020-07-16 12:43:00,778+0200 Caesium-1-2 ERROR anonymous SOC Mail Handler [c.o.scriptrunner.runner.ScriptBindingsManager] Ticket source value is set
2020-07-16 12:43:04,010+0200 Caesium-1-2 INFO anonymous SOC Mail Handler [c.a.j.p.webhooks.matcher.JqlEventMatcher_SLOW]
JQL query '{assignee in ("arweyers", "mmeyer", "musalie")} AND {reporter in ("arweyers", "mmeyer", "musalie")} AND
{project in ("I&O Work Management", "I&O Service Desk", "Change Management")} AND {project != "Problem Management"} AND {status != "Closed"} AND
{status != "Resolved"} AND {key in ("SD-405783")}' produced lucene query and took '85' ms to run.
2020-07-16 12:43:04,935+0200 Caesium-1-2 ERROR anonymous SOC Mail Handler [c.o.scriptrunner.runner.ScriptBindingsManager] Issue created

*******throws an error******************

2020-07-16 12:50:00,680+0200 Caesium-1-1 ERROR anonymous SOC Mail Handler [c.o.scriptrunner.runner.ScriptBindingsManager] Subject: [RT MMH #445469] Site: MMH - New Incident: Severity 2 - Suspicious Traffic
2020-07-16 12:50:00,682+0200 Caesium-1-1 ERROR anonymous SOC Mail Handler [c.o.scriptrunner.runner.ScriptBindingsManager] sender: [soctickets@mitigate.co.za]
2020-07-16 12:50:00,682+0200 Caesium-1-1 ERROR anonymous SOC Mail Handler [c.o.scriptrunner.runner.ScriptBindingsManager] CC: [MMISiem@mmltd.co.za, tickets@mitigate.co.za]
2020-07-16 12:50:00,682+0200 Caesium-1-1 ERROR anonymous SOC Mail Handler [c.o.scriptrunner.runner.ScriptBindingsManager] Issue: null
2020-07-16 12:50:00,682+0200 Caesium-1-1 ERROR anonymous SOC Mail Handler [c.o.scriptrunner.runner.ScriptBindingsManager] User: socreplies(JIRAUSER73506)
2020-07-16 12:50:00,695+0200 Caesium-1-1 ERROR anonymous SOC Mail Handler [c.o.scriptrunner.runner.ScriptBindingsManager] Author: null
2020-07-16 12:50:00,699+0200 Caesium-1-1 ERROR anonymous SOC Mail Handler [c.o.scriptrunner.runner.ScriptBindingsManager] reporteruser: socreplies(JIRAUSER73506)
2020-07-16 12:50:00,699+0200 Caesium-1-1 ERROR anonymous SOC Mail Handler [c.o.scriptrunner.runner.ScriptBindingsManager] project: Project: SD
2020-07-16 12:50:00,700+0200 Caesium-1-1 ERROR anonymous SOC Mail Handler [c.o.scriptrunner.runner.ScriptBindingsManager] issueObject request: null
2020-07-16 12:50:00,700+0200 Caesium-1-1 ERROR anonymous SOC Mail Handler [c.o.scriptrunner.runner.ScriptBindingsManager] Project request: null
2020-07-16 12:50:00,700+0200 Caesium-1-1 ERROR anonymous SOC Mail Handler [c.o.scriptrunner.runner.ScriptBindingsManager] Summary request: null
2020-07-16 12:50:00,717+0200 Caesium-1-1 ERROR anonymous SOC Mail Handler [c.o.scriptrunner.runner.ScriptBindingsManager] Issue type request: null
2020-07-16 12:50:00,717+0200 Caesium-1-1 ERROR anonymous SOC Mail Handler [c.o.scriptrunner.runner.ScriptBindingsManager] Reporter request: null
2020-07-16 12:50:00,717+0200 Caesium-1-1 ERROR anonymous SOC Mail Handler [c.o.scriptrunner.runner.ScriptBindingsManager] Field name: Ticket Source
2020-07-16 12:50:00,717+0200 Caesium-1-1 ERROR anonymous SOC Mail Handler [c.o.scriptrunner.runner.ScriptBindingsManager] Ticket source value: Mitigate
2020-07-16 12:50:00,717+0200 Caesium-1-1 ERROR anonymous SOC Mail Handler [c.o.scriptrunner.runner.ScriptBindingsManager] Ticket source value is set
2020-07-16 12:50:00,971+0200 Caesium-1-1 ERROR Anonymous user SOC Mail Handler [c.a.renderer.v2.V2Renderer] Unable to render content due to system error: There is no ID mapped for the user key ''
java.lang.IllegalStateException: There is no ID mapped for the user key ''