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Incomming Mail Handler - Attachment issue

Hello,

I have a strange behaviour with incoming mail handler and attachment.

Here our situation:

  • We use a web page as a front end to customer in order to put questions around products. The page is composed by field and a part to attach files
  • When the user send the request, front page sends mail to a generic mailbox and then jira consult mailbox to create ticket
  • jira creates tickets with information filled by customer but attachment are not in the ticket.
  • When I try send request not from front end but directly send a email to generic mailbox it works.

Here my mail handler setting:

  • Image 2.pngI use default reporter
  • mail handler settings sounds good because when I try to send mail directly, ticket is created
  • I check permissions it's ok
  • I check attachment settings it's ok

The only thing I see in log is "context.createAttachment:" doesn't appear in the log.

Below a parts of logs:

**************************************************
Log when attachment is not in the ticket
**************************************************
2019-10-02 13:33:42,806 INFO [Mr Help Mail Server] Caesium-1-3 portalbot.auto Mr Help Mail Handler Mr Help Mail Handler[10300]: Issue MHT-1 created
2019-10-02 13:33:42,826 INFO [Mr Help Mail Server] Caesium-1-3 portalbot.auto Mr Help Mail Handler createAttachmentsForMessage called
2019-10-02 13:33:42,836 INFO [Mr Help Mail Server] Caesium-1-3 portalbot.auto Mr Help Mail Handler Sender(s) [Cdevaux@appelezmoijames.fr] not registered in JIRA. Using configured default reporter 'portalbot.auto'.
2019-10-02 13:33:42,836 INFO [Mr Help Mail Server] Caesium-1-3 portalbot.auto Mr Help Mail Handler Message is multipart, handle parts called
2019-10-02 13:33:42,836 INFO [Mr Help Mail Server] Caesium-1-3 portalbot.auto Mr Help Mail Handler handleMultipart, part count: 2
2019-10-02 13:33:42,949 INFO [Mr Help Mail Server] Caesium-1-3 portalbot.auto Mr Help Mail Handler handle attachment
2019-10-02 13:33:43,062 INFO [Mr Help Mail Server] Caesium-1-3 portalbot.auto Mr Help Mail Handler handle attachment
2019-10-02 13:36:40,990 INFO [Mr Help Mail Server] Caesium-1-4 portalbot.auto Mr Help Mail Handler Sender(s) [Cdevaux@appelezmoijames.fr] not registered in JIRA. Using configured default reporter 'portalbot.auto'.
2019-10-02 13:36:42,946 INFO [Mr Help Mail Server] Caesium-1-4 portalbot.auto Mr Help Mail Handler Mr Help Mail Handler[10300]: Issue MHT-2 created
2019-10-02 13:36:42,957 INFO [Mr Help Mail Server] Caesium-1-4 portalbot.auto Mr Help Mail Handler createAttachmentsForMessage called
2019-10-02 13:36:42,960 INFO [Mr Help Mail Server] Caesium-1-4 portalbot.auto Mr Help Mail Handler Sender(s) [Cdevaux@appelezmoijames.fr] not registered in JIRA. Using configured default reporter 'portalbot.auto'.
2019-10-02 13:36:42,960 INFO [Mr Help Mail Server] Caesium-1-4 portalbot.auto Mr Help Mail Handler Message is multipart, handle parts called
2019-10-02 13:36:42,961 INFO [Mr Help Mail Server] Caesium-1-4 portalbot.auto Mr Help Mail Handler handleMultipart, part count: 2
2019-10-02 13:36:43,073 INFO [Mr Help Mail Server] Caesium-1-4 portalbot.auto Mr Help Mail Handler handle attachment
2019-10-02 13:36:43,186 INFO [Mr Help Mail Server] Caesium-1-4 portalbot.auto Mr Help Mail Handler handle attachment
**************************************************
Log when attachment is in the ticket
**************************************************
2019-10-02 14:02:40,983 INFO [Mr Help Mail Server] Caesium-1-3 portalbot.auto Mr Help Mail Handler Sender(s) [cdevaux@appelezmoijames.fr] not registered in JIRA. Using configured default reporter 'portalbot.auto'.
2019-10-02 14:02:43,183 INFO [Mr Help Mail Server] Caesium-1-3 portalbot.auto Mr Help Mail Handler Mr Help Mail Handler[10300]: Issue MHT-4 created
2019-10-02 14:02:43,210 INFO [Mr Help Mail Server] Caesium-1-3 portalbot.auto Mr Help Mail Handler createAttachmentsForMessage called
2019-10-02 14:02:43,212 INFO [Mr Help Mail Server] Caesium-1-3 portalbot.auto Mr Help Mail Handler Sender(s) [cdevaux@appelezmoijames.fr] not registered in JIRA. Using configured default reporter 'portalbot.auto'.
2019-10-02 14:02:43,212 INFO [Mr Help Mail Server] Caesium-1-3 portalbot.auto Mr Help Mail Handler Message is multipart, handle parts called
2019-10-02 14:02:43,212 INFO [Mr Help Mail Server] Caesium-1-3 portalbot.auto Mr Help Mail Handler handleMultipart, part count: 2
2019-10-02 14:02:43,212 INFO [Mr Help Mail Server] Caesium-1-3 portalbot.auto Mr Help Mail Handler handleMultipart, part count: 2
2019-10-02 14:02:43,328 INFO [Mr Help Mail Server] Caesium-1-3 portalbot.auto Mr Help Mail Handler handle attachment
2019-10-02 14:02:43,533 INFO [Mr Help Mail Server] Caesium-1-3 portalbot.auto Mr Help Mail Handler handle attachment
2019-10-02 14:02:43,619 INFO [Mr Help Mail Server] Caesium-1-3 portalbot.auto Mr Help Mail Handler handle attachment
2019-10-02 14:02:44,146 INFO [Mr Help Mail Server] Caesium-1-3 portalbot.auto Mr Help Mail Handler context.createAttachment: export mobile phone.xlsx, 11841
2019-10-02 14:02:44,150 INFO [Mr Help Mail Server] Caesium-1-3 portalbot.auto Mr Help Mail Handler context.createAttachment: attachment passed md5 and being created
2019-10-02 14:02:44,153 INFO [Mr Help Mail Server] Caesium-1-3 portalbot.auto Mr Help Mail Handler Mr Help Mail Handler[10300]: Added attachment to issue 'MHT-4'

 

Someone could help me ?

 

Thank you

1 answer

Hi,

 

I have more info regarding my issue.

I activate debug mode and I see a difference between 2 tests:

When I send from my mailbox:

"2019-10-07 14:47:12,670 DEBUG [Mr Help Mail Handler] Caesium-1-1 p-Cedric.Devaux Mr Help Handler Attachment detected as an 'Attachment'."

 

When I send from the front-end portal:

"2019-10-07 14:35:11,156 DEBUG [Mr Help Mail Handler] Caesium-1-1 cdevaux Mr Help Handler Content-Transfer-Encoding: base64"

 

If someone has already the same issue and the solution to fix it will be very helpful.

 

Thank you

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