Critical problem: JETI fails when identifying issue key

[Lutz Rentel]

Dear JETI guys,

since a few days we have a massive issue with JETI, as it does not longer recognize incoming mails' issue key. In the Jira logs I can see, that the mail handler is called, and as long the subject does not contain an existing Jira issue key, a new issue is created properly.

However as soon as a reply for a Jiry issue arrives, the handler starts but then obvioulsly fails after having split off and added the mail body as comment to the respective issue. From that moment nothing more happens, the JETI log shows no entry for that issue, the mail gets lost.

This is  very critical issue, and we don't know, how to fix this.

We have only one single mail handler configuerd. See attachment for the details.

Jira Log excerpt:

These are log entries for an incoming mail WITHOUT a Jira issue key in the subject line.
As can be seen, after the initial message handling everything works fine, the respective fields are identified, a new issue is created and set up properly.

2018-05-08 13:03:00,206 INFO [Servicedesk] Caesium-1-3 anonymous helpdesk incoming e-mail handler Calling handleMessage
2018-05-08 13:03:00,244 INFO [Servicedesk] Caesium-1-3 universal@np4.net helpdesk incoming e-mail handler Sender(s) [mis@lcc.de] not registered in JIRA. Using configured default reporter 'universal@np4.net'.
2018-05-08 13:03:01,370 INFO [Servicedesk] Caesium-1-3 universal@np4.net helpdesk incoming e-mail handler helpdesk incoming e-mail handler[10101]: Issue SD-3208 created
2018-05-08 13:03:01,421 INFO [Servicedesk] Caesium-1-3 universal@np4.net helpdesk incoming e-mail handler createAttachmentsForMessage called
2018-05-08 13:03:01,425 INFO [Servicedesk] Caesium-1-3 universal@np4.net helpdesk incoming e-mail handler Sender(s) [mis@lcc.de] not registered in JIRA. Using configured default reporter 'universal@np4.net'.
2018-05-08 13:03:01,426 INFO [Servicedesk] Caesium-1-3 universal@np4.net helpdesk incoming e-mail handler Message is multipart, handle parts called
2018-05-08 13:03:01,427 INFO [Servicedesk] Caesium-1-3 universal@np4.net helpdesk incoming e-mail handler handleMultipart, part count: 2
2018-05-08 13:03:01,428 INFO [Servicedesk] Caesium-1-3 universal@np4.net helpdesk incoming e-mail handler handle attachment
2018-05-08 13:03:01,436 INFO [Servicedesk] Caesium-1-3 universal@np4.net helpdesk incoming e-mail handler handle attachment

These are the log entries for an incoming mail, containing an answer and haveing an existing Jira issue key in the subject line.
As can be seen, obviously the standard mail handling pocess under user universal@np4.net is not called/working/activated but instead something different with the user name of the sender of the mail.

2018-05-08 13:25:00,268 INFO [Servicedesk] Caesium-1-2 anonymous helpdesk incoming e-mail handler Calling handleMessage
2018-05-08 13:25:00,787 INFO [Servicedesk] Caesium-1-2 lrentel helpdesk incoming e-mail handler createAttachmentsForMessage called

[Lutz Rentel]

Obviously this has been caused by some issue in JETI version 7.1.1.3. The issue has been fixed with version 7.1.1.4.