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Symptom

When 'Create Issue From Email Service' is used, sometimes JIRA may fail to decode the mail subject or mail body when mail is sent from some mail clients, such as Swedish Outlook Express or Lotus Notes.

Cause

The encoding pattern of email sent from those mail clients does not follow the standard. In the known cases, we see it drop the space used to separate the end mark of encoding section (?=) and the begin mark of the next encoding section. This causes JAVAMail to fail in interpreting a decoding for mail subject or body.

The correct spacing should be:

The incorrect spacing is:

Workaround

Add the Java option -Dmail.mime.decodetext.strict=false to instruct the JIRA instance to be less strict while interpreting the encoding pattern. See Setting Properties and Options on Startup.

Resolution

Adjust the sender's mail client to enforce the strict encoding pattern.

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