Mail Queue Service is not working due to Mail Templates is missing
Platform Notice: Data Center Only - This article only applies to Atlassian products on the Data Center platform.
Note that this KB was created for the Data Center version of the product. Data Center KBs 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
Summary
Symptoms
The following appears in the atlassian-jira.log:
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2015-01-08 07:06:18,194 QuartzWorker-0 ERROR ServiceRunner Mail Queue Service [atlassian.jira.service.ServiceRunner] An error occured while trying to run service 'Mail Queue Service'. org.apache.velocity.exception.VelocityException: Could not find template 'templates/email/subject/issuementioned.vm' ensure it is in the classpath.
java.lang.RuntimeException: org.apache.velocity.exception.VelocityException: Could not find template 'templates/email/subject/issuementioned.vm' ensure it is in the classpath.
at com.atlassian.jira.mail.RenderingMailQueueItem.send(RenderingMailQueueItem.java:85)
at com.atlassian.mail.queue.MailQueueImpl.sendBuffer(MailQueueImpl.java:66)
at com.atlassian.jira.service.services.mail.MailQueueService.run(MailQueueService.java:28)
at com.atlassian.jira.service.JiraServiceContainerImpl.run(JiraServiceContainerImpl.java:61)
at com.atlassian.jira.service.ServiceRunner.execute(ServiceRunner.java:47)
at org.quartz.core.JobRunShell.run(JobRunShell.java:195)
at com.atlassian.multitenant.quartz.MultiTenantThreadPool$MultiTenantRunnable.run(MultiTenantThreadPool.java:72)
at org.quartz.simpl.SimpleThreadPool$WorkerThread.run(SimpleThreadPool.java:520)
Diagnosis
Please execute the following command within JIRA's server, and check the output:
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ls -lh $JIRA_INSTALL/atlassian-jira/WEB-INF/classes/templates/email/{html,subject,text}Cause
Mail Templates has been removed or modified before which caused Mail Queue Service to be malfunctioning.
Solution
Resolution
Download the same JIRA version zip file from here.
Extract the zip file out and look for the missing mail templates shown in the error:
1Could not find template 'templates/email/subject/issuementioned.vm' ensure it is in the classpath.ℹ️ Check in
$JIRA_INSTALL/atlassian-jira/WEB-INF/classes/templates/emailCopy the files from
html,subject,textdirectory.Paste the files to the respective directories:
1 2 3$JIRA_INSTALL/atlassian-jira/WEB-INF/classes/templates/email/html $JIRA_INSTALL/atlassian-jira/WEB-INF/classes/templates/email/text $JIRA_INSTALL/atlassian-jira/WEB-INF/classes/templates/email/subjectThen, restart JIRA.
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