Commenting or creating issues via email sporadically fails

[Brian Pedersen]

Hi,

We use JIRA Service Desk as an internal support platform within the company.

All employees are added as customers, synced from local AD server. 

All customers are in a group, which is added to the permissions list of creating issues and commenting on issues.

Everyone can log in on the web UI and create/comment/edit and do whatever they want, which is fine.

However! If they try to add a ticket by sending their issue to servicedesk@XDOMAIN.com, it will sometimes show up in the issues list. Same goes for commenting. Some times the ticket gets created, I can then respond to the ticket, which they will receive, but their comment back is then not being added. Some times it is, some times it's not. 

In most cases I will get this error in the Email Requests -> Processing Log:
Mail handler throws exception: Unexpected error while running action as user 'USERX@XDOMAIN.com'

In some cases the email is simply not handled at all, and there will be nothing in the Processing Log. But the email will remain in the inbox of the mail server. 

And lastly, in rare cases it will actually be added.

The servicedesk@XDOMAIN.com email is set up as outgoing and incoming mail server (IMAP), with additionally added mail handler, to "Create a new issue or add a comment to an existing issue". I have set a default reporter, and set Bulk: Accept the email for processing.

I've found many forums threads with similar issues, but they date all the way back to 2015, so I find it hard to believe that it is not yet solved.

Any insight? I've been at it for a couple of days now, and could really use a hand, as I see no consistency in the behavior. 

Thanks in advance...

[Gaston Valente]

Hi Brian,

Atlassian recommends to use different accounts for incoming mail handlers and service desk request processing, they are independent and not related, that's the reason.

Hope it helps

[Brian Pedersen]

Hi Gaston,

I actually attempted the mail handler, because it was not working. So it was also a problem even before. Maybe the mail handler causes more problems than it's doing good, but it's still acting the same way.

Same goes for the Incoming Mail - I also set that up, as attempt to solve this problem.

[Brian Pedersen]

Update:
Having removed the Incoming Mail again, along with the Mail Handler - people are able to create a first ticket again.

However, they can't comment on their own ticket afterwards. The Processing log in Mail Audit log doesn't even show the email as being handled, BUT, I can see that it gets marked as read in the inbox when I log on to the email. 

[Gaston Valente]

Hi Brian,

I'm sorry if i'm not understading your requirement, but, why don't you setup servicedesk@XDOMAIN.com as an incoming mail at service desk without using any mail handler?

let me know

[Brian Pedersen]

Hi Gaston,

It might just be me who didn’t explain it properly. 

I started out, having just added servicedesk@XDOMAIN.com as the service desk email under Email Requests under the service desk project itself. 

When that failed to work properly. I tried to add the email as Incoming Mail (IMAP) under the system setting. 

That also failed, so I tried to add the mail handler, same result. 

But as you said previously, the mail handler and incoming mail is a different thing than the Email Requests under the service desk project and Atlassian recommends not using it. 

Through all the above tests, it was the same result though. Emails would randomly come through. Sometimes they would fail with mail exception, in the logs. Other times, nothing would be logged at all. 

[Rostislav Harazin]

Hi @Brian Pedersen, we have exactly the same problem. Is there already any ticket for this?

[Rostislav Harazin]

Well, in our case turned out it was simple at last: We've accidently set the Time Tracking Field as Required in the project. The solution was to set it back to Optional. Maybe it can help.

[Brian Pedersen]

Hi @Rostislav Harazin, yes this is unfortunately still an issue for us. I checked up on what you said about the time tracking field, but as it turns out, the Time Tracking Field was already set to "Optional" in our case.

I can only hope it solves it for you. 

As for your other question, the only ticket I could find, was a similar ticket, but on Cloud, which has been solved...

[toledosteve]

This is also an issue for us with version 7.10.0 and Service Desk version 3.13.0.

"Mail handler throws exception: Unexpected error while running action as user"

[Nicolas Neumann]

Same here with JIRA Service Management 5.12.5 Data Center version.

Nothing I could find helped yet.