Incoming Mail Handler issue

[Cedric_DEVAUX]

Hello,

I send a bottle in the sea because I don't know why I have this issue and how to fix it.

Since several days, we have a problem to create tickets from mail handler.
Previously we set up mail handler on test platform to validate a new jira project.
We set up on test platfom the mail puller periodicity every minutes.
After our test, we remove mail handler from test platform and recreate it on our production platform.

After several weeks , we started to have mail handler issues (no ticket creation).
After investigating, we changed the mail handler periodicity from 1 minutes to 30 minutes on production platform and it worked.

But since several days, ticket creation failed with these errors (see attached file).

It seems that our test platform still to try to handle mails wherease:
- we remove mail server settings on test platform
- we remove mail handler on test platform
- we delete the ticket MHT-34654 on test platform
- we restart production platform
- we restart test platform

But we still have this error on the production server logs.
For the moment, we deactivate mail processor and email puller on test plaftorm.

In addition we turned off the test platform and we still have issue and it's already trace in log whereas the test platform was off.

So I conclude the problem comes from the production instance.

Thank you

Server Platform Jira Core 7.8.3

Here the log error:

2020-03-27 12:46:36,824 ERROR [Mr Help Mail Handler] Caesium-1-1 anonymous Mr Help Handler Mr Help Handler[10400]: The connection is no longer open, messages marked as deleted will not be purged from the remote server: outlook.office365.com until the next run.
2020-03-27 13:06:48,113 INFO [Mr Help Mail Handler] Caesium-1-4 mr.help Mr Help Handler Received message with another JIRA instance's fingerprint: Vallourec - (MHT-34654) Documentation and Web
2020-03-27 13:18:36,531 ERROR [Mr Help Mail Handler] Caesium-1-4 anonymous Mr Help Handler Mr Help Handler[10400]: The folder has been closed on us, stop processing any more emails: null
javax.mail.FolderClosedException
at javax.mail.internet.MimeBodyPart.getContent(MimeBodyPart.java:659) [javax.mail-1.5.6.jar:1.5.6]
at com.metainf.jira.plugin.emailissue.handler.RichTextMailUtils.extractTextFromPart(RichTextMailUtils.java:469) [?:?]
at com.metainf.jira.plugin.emailissue.handler.RichTextMailUtils.getBodyFromMultipart(RichTextMailUtils.java:429) [?:?]
at com.metainf.jira.plugin.emailissue.handler.RichTextMailUtils.getBodyFromMultipart(RichTextMailUtils.java:400) [?:?]
at com.metainf.jira.plugin.emailissue.handler.RichTextMailUtils.getRichTextContent(RichTextMailUtils.java:253) [?:?]
at com.metainf.jira.plugin.emailissue.mail.EmailBean.<init>(EmailBean.java:38) [?:?]
at com.metainf.jira.plugin.emailissue.handler.IssueSupportingMessageHandlerContext.<init>(IssueSupportingMessageHandlerContext.java:42) [?:?]
at com.metainf.jira.plugin.emailissue.handler.IssueSupportingMessageHandlerContext.<init>(IssueSupportingMessageHandlerContext.java:51) [?:?]
at com.metainf.jira.plugin.emailissue.handler.EmailThisIssueMailHandler.handleMessage(EmailThisIssueMailHandler.java:197) [?:?]
at com.atlassian.jira.service.services.mail.MailFetcherService$1.process(MailFetcherService.java:376) [jira-api-7.3.8.jar:?]
at com.atlassian.jira.service.services.mail.MailFetcherService$MessageProviderImpl.getAndProcessMail(MailFetcherService.java:255) [jira-api-7.3.8.jar:?]
at com.atlassian.jira.service.services.mail.MailFetcherService.runImpl(MailFetcherService.java:366) [jira-api-7.3.8.jar:?]
at com.atlassian.jira.service.services.file.AbstractMessageHandlingService.run(AbstractMessageHandlingService.java:229) [jira-api-7.3.8.jar:?]
at com.atlassian.jira.service.JiraServiceContainerImpl.run(JiraServiceContainerImpl.java:61) [classes/:?]
at com.atlassian.jira.service.ServiceRunner.runService(ServiceRunner.java:62) [classes/:?]
at com.atlassian.jira.service.ServiceRunner.runServiceId(ServiceRunner.java:44) [classes/:?]
at com.atlassian.jira.service.ServiceRunner.runJob(ServiceRunner.java:32) [classes/:?]
at com.atlassian.scheduler.core.JobLauncher.runJob(JobLauncher.java:153) [atlassian-scheduler-core-1.7.0.jar:?]
at com.atlassian.scheduler.core.JobLauncher.launchAndBuildResponse(JobLauncher.java:118) [atlassian-scheduler-core-1.7.0.jar:?]
at com.atlassian.scheduler.core.JobLauncher.launch(JobLauncher.java:97) [atlassian-scheduler-core-1.7.0.jar:?]
at com.atlassian.scheduler.caesium.impl.CaesiumSchedulerService.launchJob(CaesiumSchedulerService.java:443) [atlassian-scheduler-caesium-1.3.3.jar:?]
at com.atlassian.scheduler.caesium.impl.CaesiumSchedulerService.executeClusteredJob(CaesiumSchedulerService.java:438) [atlassian-scheduler-caesium-1.3.3.jar:?]
at com.atlassian.scheduler.caesium.impl.CaesiumSchedulerService.executeClusteredJobWithRecoveryGuard(CaesiumSchedulerService.java:462) [atlassian-scheduler-caesium-1.3.3.jar:?]
at com.atlassian.scheduler.caesium.impl.CaesiumSchedulerService.executeQueuedJob(CaesiumSchedulerService.java:390) [atlassian-scheduler-caesium-1.3.3.jar:?]
at com.atlassian.scheduler.caesium.impl.CaesiumSchedulerService$1.consume(CaesiumSchedulerService.java:285) [atlassian-scheduler-caesium-1.3.3.jar:?]
at com.atlassian.scheduler.caesium.impl.CaesiumSchedulerService$1.consume(CaesiumSchedulerService.java:282) [atlassian-scheduler-caesium-1.3.3.jar:?]
at com.atlassian.scheduler.caesium.impl.SchedulerQueueWorker.executeJob(SchedulerQueueWorker.java:65) [atlassian-scheduler-caesium-1.3.3.jar:?]
at com.atlassian.scheduler.caesium.impl.SchedulerQueueWorker.executeNextJob(SchedulerQueueWorker.java:59) [atlassian-scheduler-caesium-1.3.3.jar:?]
at com.atlassian.scheduler.caesium.impl.SchedulerQueueWorker.run(SchedulerQueueWorker.java:34) [atlassian-scheduler-caesium-1.3.3.jar:?]
at java.lang.Thread.run(Thread.java:745) [?:1.8.0_102]
2020-03-27 13:18:36,626 ERROR [Mr Help Mail Handler] Caesium-1-4 anonymous Mr Help Handler Mr Help Handler[10400]: The connection is no longer open, messages marked as deleted will not be purged from the remote server: outlook.office365.com until the next run.