In my experience, once you remove the email containing this kind of character from the inbox Jira is checking that is all it takes to stop Jira trying to process this message.
- What version of Jira is this?
- Are you using Service Desk? If yes, what version?
- Is this email inbox being used on a Service Desk project? Or a Jira Core/Software project?
There is also another problem here, because even if we eliminate this first message, your system is still vulnerable to suffer this same problem the next email that Jira processes containing such a character.
I understand if you only want to troubleshoot this single message problem, I'm happy to try to help only in that way if you like. However the source of this problem is that mysql databases can't store 4-byte characters (such as those used by emojis). One sure-fire way to both correct this problem and prevent it again in the future would be to migrate your Jira data into a different database type that does not suffer this problem, such as Postgresql or Microsoft's SQL server. Steps on how to do this are in Switching databases. If you can't switch databases, AND you are using a MySQL 5.7.x, and a Jira version 7.3 or higher, then you could follow a specific work-around in https://confluence.atlassian.com/jirakb/emojis-and-special-characters-for-jira-with-mysql-952604493.html
This guide explains how you can use the utf8mb4 encoding to allow mysql to properly store these kinds of characters and both fix this problem and prevent it again.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.