Create or Comment Handler Service Deleting Email From IMAP But Not Creating or Commenting on an Issue

[Mike Brady]

We use Jira as a ticketing system and started out with 4.0. We use a Create or Comment Handler based service to keep up with emails from our end users. This worked great in 4.0. Last month I upgraded us to 4.3.4 and have been finding lately that the service is deleting the emails out of the inbox but never actually doing anything with them in Jira. Thankfully I have this email account setup to automatically forward a copy of all emails received to another account for archiving purposes. This doesn't happen all the time and I have not been able to find a reason for it. My guess would be that 1 out of every 10 emails that comes in doesn't get turned into a comment or issue but still gets deleted from the inbox. Any suggestions?

[Mike Brady]

I ended up getting around this problem by using the EZGooey Mail Handler plugin. It also has a nicer feature set than the built in handler. I didn't have to do anything special. I just switched over to using the plugin and I no longer lose any mail.

[Wojciech Seliga]

I would switch also mail debug information (com.atlassian.mail loggers via Logging & Profiling and run also JIRA with -Dmail.debug=true (to see lower level protocol details). More info here.

I'd strongly recommend raising a support request if it does not help you figure out what's going on.

JIRA 5.0 will come with a better logging around mails and handlers BTW.

[RianA]

Hi Mike,

There's a possibility that the user that associate to the Service to create the issue does not exist in your latest instance. Because for your information, JIRA 4.3 is using new User Management Framework which is embedded Crowd. Maybe you could double check on that.

Josua

[Andy Brook [Plugin People]]

With email, the key thing is the email address, one typo will stop it entirely. Is it limited to one user? if not perhaps its related to content, any 'interesting' mails that dont seem to work?