Create issues from email - not working from external email accounts

[Jason Navarro]

Hi there,

I've setup Jira to create issues from emails received to an Exchange inbox. The issue I'm having is that emails received from only external email accounts like (Gmail) are not being processed properly by Jira. Emails coming from the company accounts are working fine creating and updating tickets.

Instead of getting an issue created I get the following error email:

This is an automated email from the issue creation service at "http://jira:8080".

An error was encountered whilst handling messages from the mail server "Exchange-IMAP" using the handler "class com.atlassian.jira.service.util.handler.CreateOrCommentHandler".

The error was:
------------------------
"Unable to create issue with message."
------------------------

The error and the email that caused the error are attached to this email.

If this is a recurring problem, you may wish to contact a system administrator to check the parameters of your mail fetching service:

--
This message is automatically generated by JIRA. For more information on JIRA, see: http://www.atlassian.com/software/jira

Attached to the email was the following ErrorStackTrace.txt:

javax.mail.MessagingException: Unable to load BODYSTRUCTURE

at com.sun.mail.imap.IMAPMessage.loadBODYSTRUCTURE(IMAPMessage.java:1280)

at com.sun.mail.imap.IMAPMessage.getContentType(IMAPMessage.java:443)

at com.atlassian.mail.MailUtils.getContentType(MailUtils.java:635)

at com.atlassian.mail.MailUtils.isPartPlainText(MailUtils.java:592)

at com.atlassian.mail.MailUtils.extractTextFromPart(MailUtils.java:504)

at com.atlassian.mail.MailUtils.getBody(MailUtils.java:146)

at com.atlassian.jira.service.util.handler.CreateIssueHandler.getDescription(CreateIssueHandler.java:384)

at com.atlassian.jira.service.util.handler.CreateIssueHandler.handleMessage(CreateIssueHandler.java:192)

at com.atlassian.jira.service.util.handler.CreateOrCommentHandler.handleMessage(CreateOrCommentHandler.java:118)

at com.atlassian.jira.service.services.mail.MailFetcherService.run(MailFetcherService.java:187)

at com.atlassian.jira.service.JiraServiceContainerImpl.run(JiraServiceContainerImpl.java:65)

at com.atlassian.jira.service.ServiceRunner.execute(ServiceRunner.java:52)

at org.quartz.core.JobRunShell.run(JobRunShell.java:195)

at com.atlassian.multitenant.quartz.MultiTenantThreadPool$MultiTenantRunnable.run(MultiTenantThreadPool.java:72)

at org.quartz.simpl.SimpleThreadPool$WorkerThread.run(SimpleThreadPool.java:520)

Anyone with advice on why this is happening?

[Wojciech Seliga]

It's possible that you are facing similar issues as people here.