[JIRA] EMAIL HANDLER: Error handling

[Jay Kozak]

When attempting to create a JIRA ticket with email or add comments, there are times where there may be some sort of formatting in the body of the email which is preventing the tickets from generating.  Some examples I am seeing could either be an Excel table in the body of the email or there is an embedded hyperlink in the message that is preventing the ticket from generating.  

Example error sent to forwarded email listed in the mail handler

The error was:

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"An error occurred while trying to create issue comment: org.ofbiz.core.entity.GenericEntityException: while inserting: [GenericEntity:Action][updateauthor,!sptepsesc01][issue,108641][level,null][author,!sptepsesc01][created,2017-11-07 17:49:03.442][rolelevel,null][id,244588][type,comment][body,Hi Day,

 We have created [1]INC1058184 for the reported issue.

 Also, created [2]https://tkts.sys.net/browse/VADERCTOPS-8629​ to reach out to VADER Content Ops.

Thanks for reading, any help is very much appreciated.  

[Marcus Silveira]

Hey Jay,

Do you have anything else in this error right after the body of the mail?

Maybe a "Caused by" message?

[Jay Kozak]

Here is the entire message body.  Thank you for your response.

I get this pretty much see this if there is a hyperlink in the body of the email or some type of Excel cells that were added to the email in the body of the message.  

This is an automated email from the issue creation service at "https://tsgjira.cable.comcast.com".

An error was encountered whilst handling messages from the mail server "OneJIRA - EQA" using the handler "class com.atlassian.jira.plugins.mail.handlers.FullCommentHandler".

The error was:

------------------------

"An error occurred while trying to create issue comment: org.ofbiz.core.entity.GenericEntityException: while inserting: [GenericEntity:Action][updateauthor,!sptepsesc01][issue,108641][level,null][author,!sptepsesc01][created,2017-11-07 17:49:03.442][rolelevel,null][id,244588][type,comment][body,Hi Day,

We have created [1]INC1058184 for the reported issue.

Also, created [2]https://tkts.sys.comcast.net/browse/VADERCTOPS-8629​ to reach out to VADER Content Ops.

Regards,

Prachi

T&P-Production Support

From: Davis, Dejeunaire

Sent: Tuesday, November 7, 2017 12:25 PM

To: [T&P - Production Support]

Cc: [CHQ -- SEMSTS]; Jimenez, Robert; Campagna, Joe; McKenzie, Robert (Contractor); Bishop, James R Jr; Anderson, David; SPT-QCC-EQA-NoReply

Subject: Packages Held in UNI Production - EQTONEJIRA-2880 

T&P,

Our monitoring shows these movie PAID’s delivered several hours ago, but have not yet processed through the Unified Ingest workflow.  These are needed for LSA.  Can we have this investigated at a sev4 priority per SOP?  Let us know if there are any questions.

Paid      

Time Span

CSNF7012552800100000               

0 hrs:41 mins

CSNF7012544900100000               

0 hrs:41 mins

CSNE7117950000090000               

0 hrs:41 mins

CSNE7119898000090000               

0 hrs:45 mins

CSNF7090050000100000               

0 hrs:45 mins

SOP: [3]https://www.team.com/confluence/pages/viewpage.action?spaceKey=ccpps&title=LSA+-+DAI+SOPs

Thank you,

Day Davis

----------------------------------------------------------------------------------------

[1] https://cim.service-now.com/incident.do?sys_id=301de8ed6f96cf047c11be7cbb3ee4f0

[2] https://tkts.comcast.net/browse/VADERCTOPS-8629

[3] https://www.teamccp.com/confluence/pages/viewpage.action?spaceKey=ccpps&title=LSA+-+DAI+SOPs

[4] mailto:SEMSTS@cable.com][updated,2017-11-07 17:49:03.442] (SQL Exception while executing the following:INSERT INTO jiraaction (ID, issueid, AUTHOR, actiontype, actionlevel, rolelevel, actionbody, CREATED, UPDATEAUTHOR, UPDATED, actionnum) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?) (Incorrect string value: '\xE2\x80\x8B to...' for column 'actionbody' at row 1))"

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The error and the email that caused the error are attached to this email.

If this is a recurring problem, you may wish to contact a system administrator to check the parameters of your mail fetching service:

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