Email requests are not creating issues in Service Management

Platform Notice: Data Center - This article applies to Atlassian products on the Data Center platform.

Note that this knowledge base article was created for the Data Center version of the product. Data Center knowledge base articles for non-Data Center-specific features may also work for Server versions of the product, however they have not been tested. Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.

*Except Fisheye and Crucible

Problem

Issue are not created via Email Requests in Jira Service Management

After making the following action:

  • Upgrade database

The following appears in the atlassian-jira.log

atlassian-scheduler-quartz1.clustered_Worker-2 ERROR ServiceRunner     [atlassian.mail.incoming.jepp] Error while serializing message
com.sun.mail.util.MessageRemovedIOException
atlassian-scheduler-quartz1.clustered_QuartzSchedulerThread ERROR      [org.quartz.core.ErrorLogger] An error occurred while scanning for the next trigger to fire.
org.quartz.JobPersistenceException: Couldn't acquire next trigger: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near 'OPTION SQL_SELECT_LIMIT=5' at line 1 [See nested exception: com.mysql.jdbc.exceptions.jdbc4.MySQLSyntaxErrorException: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near 'OPTION SQL_SELECT_LIMIT=5' at line 1]
	at org.quartz.impl.jdbcjobstore.JobStoreSupport.acquireNextTrigger(JobStoreSupport.java:2814)
	at org.quartz.impl.jdbcjobstore.JobStoreSupport$36.execute(JobStoreSupport.java:2757)
	at org.quartz.impl.jdbcjobstore.JobStoreSupport.executeInNonManagedTXLock(JobStoreSupport.java:3788)
	at org.quartz.impl.jdbcjobstore.JobStoreSupport.acquireNextTrigger(JobStoreSupport.java:2753)
	at org.quartz.core.QuartzSchedulerThread.run(QuartzSchedulerThread.java:263)
Caused by: com.mysql.jdbc.exceptions.jdbc4.MySQLSyntaxErrorException: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near 'OPTION SQL_SELECT_LIMIT=5' at line 1

Diagnosis

Environment

  • A migration/upgrade of MySQL database was done recently
  • Jira is running on MySQL 5.6.x
  • The MySQL driver is relatively old (for instance version 5.1.10).
  • Checking the services in Scheduler Details for MailPullerJobRunner, it seems that the services have stuck

Cause

An outdated driver for the database is used:

 Database Version                              : MySQL - 5.6.29
 Database Driver                               : MySQL-AB JDBC Driver - mysql-connector-java-5.1.10 ( Revision: ${svn.Revision} )


Resolution

  1. Download the most up-to-date driver from http://dev.mysql.com/downloads/connector/j (Platform Independent one).
  2. Replace the MySQL driver (.jar file) in $Jira_INSTALL/lib with the later version.
  3. Restart Jira.
  4. Verify that services are running again.


Last modified on Feb 5, 2025

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