Updating mail item status to [FAILED_HANDLER]

[Pascal Muench]

Hi everyone,

For our Service Desk application we are facing situations where incoming mails getting lost.
After some research in the logs, we found out that the status of the mail item is always set to "FAILED_HANDLER".

The log below shows one iteration (starting at 10:05:16).

2019-10-07 10:04:18,118 DEBUG [] Caesium-1-2 anonymous Finish running MailProcessor ...
2019-10-07 10:05:16,742 DEBUG [] Caesium-1-3 ServiceRunner Start running MailPuller ...
2019-10-07 10:05:16,742 DEBUG [] Caesium-1-2 ServiceRunner Start running MailProcessor ...
2019-10-07 10:05:16,742 DEBUG [] Caesium-1-3 ServiceRunner Found 1 valid mail channels for pulling email(s)
2019-10-07 10:05:16,742 DEBUG [] Caesium-1-3 ServiceRunner Starts pulling email(s) for mail channel [CHANNEL35de7713539e] ...
2019-10-07 10:05:16,742 DEBUG [] Caesium-1-2 ServiceRunner Found 1 valid mail channels for processing email(s)
2019-10-07 10:05:16,742 DEBUG [] Caesium-1-2 ServiceRunner Starts processing mail item(s) for mail channel [CHANNEL35de7713539e] ...
2019-10-07 10:05:16,742 DEBUG [] Caesium-1-2 ServiceRunner Looking up main handler ...
2019-10-07 10:05:16,742 DEBUG [] Caesium-1-2 ServiceRunner Found main handler [com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.handler.SDMailHandler]
2019-10-07 10:05:16,742 DEBUG [] Caesium-1-2 ServiceRunner Looking up mail filters ...
2019-10-07 10:05:16,742 DEBUG [] Caesium-1-2 ServiceRunner Found 4 mail filters com.atlassian.jira.mail.processor.api.handler.DeliveryStatusMailFilter, com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.filter.SDSentFromJIRAFilter, com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.filter.SDBulkFilter, com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.filter.SDAutoReplyFilter
2019-10-07 10:05:16,758 DEBUG [] Caesium-1-2 ServiceRunner Starts processing mail item [id: 2639] ...
2019-10-07 10:05:16,758 DEBUG [] Caesium-1-2 ServiceRunner Checking if mail item [id: 2639] is a mail loop ...
2019-10-07 10:05:16,758 DEBUG [] Caesium-1-2 ServiceRunner Filtering message [message number: 0] using mail filter [com.atlassian.jira.mail.processor.api.handler.DeliveryStatusMailFilter]...
2019-10-07 10:05:16,758 DEBUG [] Caesium-1-2 ServiceRunner Finished filtering message [message number: 0] using mail filter [com.atlassian.jira.mail.processor.api.handler.DeliveryStatusMailFilter]
2019-10-07 10:05:16,758 DEBUG [] Caesium-1-2 ServiceRunner Filtering message [message number: 0] using mail filter [com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.filter.SDSentFromJIRAFilter]...
2019-10-07 10:05:16,758 DEBUG [] Caesium-1-2 ServiceRunner Finished filtering message [message number: 0] using mail filter [com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.filter.SDSentFromJIRAFilter]
2019-10-07 10:05:16,758 DEBUG [] Caesium-1-2 ServiceRunner Filtering message [message number: 0] using mail filter [com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.filter.SDBulkFilter]...
2019-10-07 10:05:16,758 DEBUG [] Caesium-1-2 ServiceRunner Finished filtering message [message number: 0] using mail filter [com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.filter.SDBulkFilter]
2019-10-07 10:05:16,758 DEBUG [] Caesium-1-2 ServiceRunner Filtering message [message number: 0] using mail filter [com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.filter.SDAutoReplyFilter]...
2019-10-07 10:05:16,758 DEBUG [] Caesium-1-2 ServiceRunner Finished filtering message [message number: 0] using mail filter [com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.filter.SDAutoReplyFilter]
2019-10-07 10:05:16,758 DEBUG [] Caesium-1-2 ServiceRunner Handling message [message number: 0] using main handler [com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.handler.SDMailHandler]...
2019-10-07 10:05:17,039 DEBUG [] Caesium-1-3 ServiceRunner Connection to Mail Server established successfully using desko-support
2019-10-07 10:05:17,039 DEBUG [] Caesium-1-3 ServiceRunner Folder opened for READ_WRITE access
2019-10-07 10:05:17,039 DEBUG [] Caesium-1-3 ServiceRunner Found 0 messages for pulling ...
2019-10-07 10:05:17,039 DEBUG [] Caesium-1-3 ServiceRunner Persisted 0 message(s) to database
2019-10-07 10:05:17,211 DEBUG [] Caesium-1-3 ServiceRunner Finished pulling email(s) for mail channel [CHANNEL35de7713539e]
2019-10-07 10:05:17,211 DEBUG [] Caesium-1-3 ServiceRunner Found 0 enabled but inactive mail channels to record suspended state
2019-10-07 10:05:17,211 DEBUG [] Caesium-1-3 ServiceRunner Finish running MailPuller ...
2019-10-07 10:05:17,430 DEBUG [] Caesium-1-2 anonymous Finished handling message [message number: 0] using main handler [com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.handler.SDMailHandler]
2019-10-07 10:05:17,461 DEBUG [] Caesium-1-2 anonymous The result of creation some(com.atlassian.jira.internal.mail.processor.feature.audit.mailitem.MailItemAuditDTO@54de495f)
2019-10-07 10:05:17,461 DEBUG [] Caesium-1-2 anonymous Updating mail item status to [FAILED_HANDLER] ...
2019-10-07 10:05:17,461 DEBUG [] Caesium-1-2 anonymous Finished processing mail item [id: 2639] ...
2019-10-07 10:05:17,461 DEBUG [] Caesium-1-2 anonymous Finished processing mail item(s) for mail channel [CHANNEL35de7713539e]
2019-10-07 10:05:17,461 DEBUG [] Caesium-1-2 anonymous Finish running MailProcessor ...
2019-10-07 10:06:16,758 DEBUG [] Caesium-1-3 ServiceRunner Start running MailProcessor ...

At 10:06:16 the next iteration is running which doesn't find any mails to pull.

So the mail item (ID 2639) is lost and not attached to ANY ticket.

For some tests, we have manually added the same mail to the mail inbox again and that time the ticket was attached. So we can definately exclude that it is based on details/issues of the mail.

Furthermore, this behavior happens randomly: not to specifc times, it's definately not related to specific reporter, nor is it because of different mail subjects.

We are using Jira Service Desk default mail handler, not customer handler.

[Pascal Muench]

No one an idea what might be the problem?