Can't receive emails when users reply to a Jira email with attachments

[Valerie AQUILA]

Hi all, On our Jira, we have configured an incoming email server, with a mail handler service which type is "Create a new issue or add a comment to an existing issue". It works fine, new tickets are created with the issue-type we've configured, or comments are added on existing issues, and the assignees/watchers receive the emails exept when the email reply has attachments. In that case, the issues are created or commented, but the assignees/watchers do not receive the emails. Any idea on where to dig ?

[Chris Kirkham · Accepted solution]

If a reply email has an attachment in it Jira fires the ISSUE UPDATED.

https://answers.atlassian.com/questions/221270/jira-not-firing-issue-commented-on-incomming-mail

[Jackson Ong]

Hi Andy,

This is a pretty comment problem of Jira. Please read from here :

https://modem7.wordpress.com/2013/01/10/jira-email-on-attachment/

If you have inbound email setup, you can test it. One email with attachment and one email without attachment. You will see that the one without email will send a notification, while the one with attachment will have no notification.

Thanks.

[Andy Brook [Plugin People]]

There is an ouside chance you may have some post-functions or IssueListeners that are not behaving. I suggest you enable logging, and check for the duration of the Comment. If you see stack traces, this will identify the cause.

[Valerie AQUILA]

Hello Andy,

What do you mean by "the duration of the Comment" ?

[Andy Brook [Plugin People]]

I mean the timestamp of your comment, so you can locate the period when it was created. If you enable inbound mail logging via JIRA admin / Logging and Profiling, you will get to see more of what is going on, (or not).

[Valerie AQUILA]

For an email reply with a file attached

In the atlassian-jira-incoming-mail.log :

2013-06-21 11:42:52,177 INFO [mailserver_exchange] QuartzWorker-0 ServiceRunner Comment ticket from Exchange 2 Comment ticket from Exchange 2[10050]: Added comment 'Trace avec attach... 'by 'vaquila' to issue 'RIS-14056'

2013-06-21 11:42:52,356 INFO [mailserver_exchange] QuartzWorker-0 ServiceRunner Comment ticket from Exchange 2 Comment ticket from Exchange 2[10050]: Added attachment to issue 'RIS-14056'
2013-06-21 11:42:53,066 INFO [mailserver_exchange] QuartzWorker-0 ServiceRunner Comment ticket from Exchange 2 Comment ticket from Exchange 2[10050]: Added attachment to issue 'RIS-14056'

In the atlassian-jira-incoming-mail.log :

2013-06-21 11:42:52,127 WARN [mailserver_exchange] QuartzWorker-0 ServiceRunner Comment ticket from Exchange 2 Unable to extract text from MIME part with Content-Type 'multipart/mixed;
boundary=_002_B8F8EE7708A13147A0285B2A22F78450683949LFRMB01fabcocom_

For an email reply with NO file attached

In the atlassian-jira-incoming-mail.log :

2013-06-21 11:52:52,149 INFO [mailserver_exchange] QuartzWorker-0 ServiceRunner Comment ticket from Exchange 2 Comment ticket from Exchange 2[10050]: Added comment 'Trace sans attach... 'by 'vaquila' to issue 'RIS-14056'

In the atlassian-jira-incoming-mail.log :

nothing

[Andy Brook [Plugin People]]

Anything in atlassian-jira.log ? this is where stack trances may end up. specifically around the time shown.

[Valerie AQUILA]

In the atlassian-jira.log, at the time the pb occured :
2013-06-21 11:42:52,356 QuartzWorker-0 WARN ServiceRunner Comment ticket from Exchange 2 [jira.issue.managers.DefaultAttachmentManager] Cannot create attachment without a filename - inline content? See http://jira.atlassian.com/browse/JRA-10825 (file=tempattach3388848515360270523dat).

What is strange is :
- the log says "cannot create attachement without a filename", whereas the attachement IS created
- the incoming.log has 2 same logs, at 2 different timestamps for "Added attachment"

It is as if there are 2 tentatives, with the first fails ??

[Andy Brook [Plugin People]]

Extraction of content from email can be a little involved, it may be there are more than one 'methods' and one did not work but one did, as you say. If notificaitons are not coming when expected, and the issue is commented as expected, the finger really does point to notificaiton schemes. What happens after the comment arrives, is the assignee notified, is it just some recipients thare are not updated? Can the notification helper (via project administration) assist?

[Valerie AQUILA]

Hello Andy,

I'm back with this issue after a long silence...

To answer your questions :

- after the comment arrives, if the email reply has an attachment, the comment is correctly posted, the attachment is correctly added, but no email is sent. This occurs only if the email reply has an attachment. If no attachment, everything works well.

- the assignee is not notified if the email reply has an attachment. The assignee is correctly notified if the email reply has no attachment.

- all recipients are correctly updated (both comments added and attachments)

- the notification helper can't help

[Andy Brook [Plugin People]]

Chgeck your JEMH Event Listener settings for enabled events. A comment and an attachment will be treated as an update, if you restricted the notifications to comment only, this would explain what you see. There is on current releases, a checkbox to always fire a ISSUE_COMMENTED event if a comment is present, designed to solve that paritcular case.

How are you dealing with JIRA user notifications, by Project selected notification scheme or by JEMH Event Listener entry?

[Valerie AQUILA]

Thanks for your very quick answer !

I'm unable to answer your question ??

What is JEMH Event Listener ?

On the project, there is a notification scheme. In addition, there is a service with email handler = 'Create new issue or add a comment on existing issue' that catchs every minutes all emails sent to the system

[Andy Brook [Plugin People]]

Ah sorry, I was flicking into support mode, please ignore JEMH references :) If you have a create/comment inbound mail handler, events will fire. Check your notification scheme, specifically for ISSUE_COMMENTED and ISSUE_UPDATED, check for differences, specifically including the assignee.

Also, check that if the 'reporter' of the issue happens to be the assignee, and the user preferences are not to 'notify me of my actions' there will also be no notification.

[Valerie AQUILA]

Great !

I've missed that ISSUE_UPDATED is fired when reply with attachments, instead of ISSUE_COMMENTED.

I've changed the notification scheme and it works

Thanks

[Valerie AQUILA]

Hello all,

This problems occurs only in the case of 'reply' to an email, not on new email.

* When we reply to an email sent by Jira, without an attachment :

-- > the comment is correctly added to the issue

--> the email is correctly received by the assignee/reporter/watchers

* When we reply to an email sent by Jira, with an attachment :

--> the comment is correctly added to the issue

--> the attachement is correclty added to the issue

--> no email is sent :-(

* When we send a new email, without attachment :

--> the issue is correctly created

--> the email is correctly received by the assignee/reporter/watchers

* When we send a new email, with attachment :

--> the issue is correclty created

--> the attachment is correctly added to the issue

--> the email is correctly received by the assignee/reporter/watchers

[Valerie AQUILA]

Hello Daniel,

No issue security level on the project.

Notification scheme works well as the emails are received when the issue is created from web.

The problem occurs only when issues are created/commented from email reply, with attachments on the email. In that case, the issue is correctly created/commented, but emails are not received.

[DanielG]

Do you revise your scheme notifications for project that you're replying? You have any issue security level in your project? Revise

[Valerie AQUILA]

Hello Daniel,

No issue security level on the project.

Notification scheme works well as the emails are received when the issue is created from web.

The problem occurs only when issues are created/commented from email reply, with attachments on the email. In that case, the issue is correctly created/commented, but emails are not received.

[Raju KC]

Are you able to create new issue with attachment from web?

[Valerie AQUILA]

Hi ck,

Thanks for your interrest.

Yes, we'are able to create new issue with attachment from web.

[Raju KC]

In that case, Does the assignees/reporter are notified?

[Valerie AQUILA]

Yes, on issue creation from web, with attachment, the assignee/reporter receives the email

[Raju KC]

Are you using any third party plugin for controlling email handler?

[Valerie AQUILA]

No, we are not using any third party plugin for contrlling email handler

[Raju KC]

Do reindex then.