Unable to append comments


We ran into a bizarre issue when testing a fresh install (23rd release) of Herzum on JIRA 6.3.

When somebody ask for approval on a Jira, the mail gets sent correctly and an authorized person replies to the email with the body "@APPROVED this is a comment". The associated JIRA gets approved but for some reasons the comment doesn't show up. We know the reply email is good and that the Herzum mail handler is activated since the approval/rejection part works.

As per the documentation, Herzum should append everything that follows @APPROVED/@REJECTED into the comment section of the Jira.

We are on JIRA v6.3.6 and on Herzum 1.1.0-GA-6.0-6.3

Here is an example. I replied to an approbation request email with this body:

"@APPROVED test comment first list


newline test comment



comment after a blank line"
And the associated JIRA got it's Business Approbal alright, but no trace of my comment:


no comments.jpg

I don't not know if it is releated or not, but I get this stack trace in incoming email every minute:


2015-01-12 10:00:08,880 ERROR [Office365 IN] atlassian-scheduler-quartz1.clustered_Worker-1 ServiceRunner Herzum Approval Plugin Handler Herzum Approval Plugin Handler[10001]: Exception: null
at com.herzum.jira.plugin.approval.handler.ApprovalMailHandler.parseMessage(ApprovalMailHandler.java:90)
at com.herzum.jira.plugin.approval.handler.ApprovalMailHandler.handleMessage(ApprovalMailHandler.java:45)
at com.atlassian.jira.service.services.mail.MailFetcherService$1.process(MailFetcherService.java:413)
at com.atlassian.jira.service.services.mail.MailFetcherService$MessageProviderImpl.getAndProcessMail(MailFetcherService.java:306)
at com.atlassian.jira.service.services.mail.MailFetcherService.runImpl(MailFetcherService.java:401)
at com.atlassian.jira.service.services.file.AbstractMessageHandlingService.run(AbstractMessageHandlingService.java:261)
at com.atlassian.jira.service.JiraServiceContainerImpl.run(JiraServiceContainerImpl.java:66)
at com.atlassian.jira.service.ServiceRunner.runService(ServiceRunner.java:75)
at com.atlassian.jira.service.ServiceRunner.runServiceId(ServiceRunner.java:53)
at com.atlassian.jira.service.ServiceRunner.runJob(ServiceRunner.java:36)
at com.atlassian.scheduler.core.JobLauncher.runJob(JobLauncher.java:135)
at com.atlassian.scheduler.core.JobLauncher.launchAndBuildResponse(JobLauncher.java:101)
at com.atlassian.scheduler.core.JobLauncher.launch(JobLauncher.java:80)
at com.atlassian.scheduler.quartz1.Quartz1Job.execute(Quartz1Job.java:32)
at org.quartz.core.JobRunShell.run(JobRunShell.java:223)
at org.quartz.simpl.SimpleThreadPool$WorkerThread.run(SimpleThreadPool.java:549)

3 answers

Solved - the version 1.2.0-GA-6.0-6.3 of the plugin appends the comment perfectly.

Thank you!

Thanks a lot for your feedback.

Hi Alexandre,

I'm sorry but the current version of the add-on doesn't allow to add comment on multiple lines on replying to a request approval via e-mail. 

For example, the reply to an approbation request can have this body:

"@APPROVED test comment on the same line of the approving tag".

Please, contact me for any further doubt, request.

Your Sincerely

So I should see "test comment first list" which follows @APPROVED on the same line?

As you can see in the screenshot above, the only information in the comment is: * Approval Plugin * Transition Name * Business pre-dev No trace of test comment first list

We have already started an investigation by trying to reproduce the scenario but, until now, without success. We will continue to investigate the problem and I will update you as soon as we have more details.

Hi! Could we get a support email ou phone number? These forums are not cutting it for our needs. Thank you

Yes, certainly, our JIRA help-desk projects allows you to open us a ticket for each of our add-on so that we can use the email address you will provide us to contact you. Please, follow the steps below: - go on the Herzum add-on documentation space (https://chicago.herzum.com/confluence/display/HAP/Herzum%20Approval%20Documentation) - follow the link provided on the documentation main page ‘Issue-tracking: Create an issue here (Herzum Approval Plugin - Project)’ - create the issue Sincerely

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Feb 07, 2019 in Marketplace Apps

A Timeless Love Story

It started as any story starts, on a normal, rainy day.   Admin meets App, and her name was Klok2, and like any first relationship we were both trying to make it work but neither one knew what...

445 views 8 26
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you