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  • I would like to know why Jira Service Desk is throwing a Null Exception and not creating a ticket when an email is attached to the email being sent to the Service Desk.

I would like to know why Jira Service Desk is throwing a Null Exception and not creating a ticket when an email is attached to the email being sent to the Service Desk.

 

3 answers

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Probably because of this bug https://jira.atlassian.com/browse/JSD-1792. Check if the information in the bug report relate to the problem you are seeing in your JIRA instance.

 

Cheers!
Teilor

When is this going to be fixed......

 

DAve

When it's ready and Atlassian have replicated and fixed it. Watch (and vote) on the issue to see the progress.

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Coudl you tell us more about the actual error?  Is it just an NPE, or is there more error messages around it?

The error we are seeing in the mail audit log is:  Exception when MailHandlerWorker handles message: null

 

IRA MAIL Handler JIRA MAIL Handler[10021]: Cannot handle message as Issue Type is null or invalid.
2015-04-25 10:47:54,812 WARN [JEMH] QuartzWorker-0 ServiceRunner    JIRA MAIL Handler JIRA MAIL Handler[10021]: Cannot handle message as Issue Type is null or invalid.
2015-04-25 10:48:05,652 ERROR [JEMH] QuartzWorker-0 ServiceRunner    JIRA MAIL Handler JIRA MAIL Handler[10021]: Exception: javax.mail.MessagingException: Exception reading response;
  nested exception is:
This widget could not be displayed.

In this case I believe you are facing the know problem described in this KB: https://confluence.atlassian.com/pages/viewpage.action?pageId=224398784

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