Non-Breaking Spaces in incoming support emails cause an exception...results in missed support reques

[Deleted user]

Since I am unable to make a bug (and it's completely ambiguous as to whether I am allowed to or not here https://jira.atlassian.com/projects/JSDSERVER/issues/ I will report the problem here and maybe some good will come of it.

I've recently been dealing with one our customers whose emails to our support system fail with the following error in the Processing Log: "Your request could not be created. Please check the fields have been correctly filled in." (this was discovered, of course, after an angry phone call as to why we were ignoring his support requests three days after he sent it in).

I've had to manually resort to checking the inbox log every single day to keep from missing these requests.

I haven't been able to really nail down the problem, until today I got a new error message when I was manually creating a ticket with the body content of an email he sent in:

Exception occurred: com.atlassian.jira.exception.DataAccessExeption...blablablabla

Incorrect string value: "\xe2\x80\x8b...." for column 'DESCRIPTION

This is the UTF-8 literal for a "ZERO WIDTH SPACE" and it turns out there is one between his first and last name in his email signature. lol

So...anyone know how we go about getting this bug fixed in JSD so I don't mysteriously miss other emails in the future? If nothing else, rare typographical utility characters like this should be filtered out to prevent incoming emails from failing.

Thanks!

ps I tried posting the character itself in this message but it's reported as invalid html here.

[Earl McCutcheon]

Hello Nick,

Thank you for the information and this sounds like an encoding issue in the database, as covered in this article:

• SQL Exception while updating issues or importing data in JIRA applications with MySQL due to encoding

Noting Symptom #4 where this error is triggered "Creating issues with Mail Handler"

Please check this out and I hope this helps.

-Earl

[Deleted user]

Hello Earl,

Thank you for the suggestion, however everything is configured as recommended in that article (utf8_bin).

Thanks!

-Nick

[Deleted user]

Disappointing.