Service Management Email Request "Unexpected error while running action as user" Error

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Platform Notice: Server and Data Center Only - This article only applies to Atlassian products on the server and data center platforms.

Problem

Jira Service Management Email Request would not be able to process the Email with an error like below shown in Jira Administration Page > Application > Email Requests > View Log of the affected Email Address then move to the Processing Tab:

The following appears in the atlassian-jira.log:

2019-02-22 09:39:22,256 ERROR [] Caesium-1-1 anonymous     Exception when MailHandlerWorker handles message:
java.lang.RuntimeException: Unexpected error while running action as user 'xxxx.yyyy@zzzzz.com'
        at com.atlassian.pocketknife.internal.util.runner.AuthenticationContextUtilImpl.runAs(AuthenticationContextUtilImpl.java:60) [?:?]
        at com.atlassian.servicedesk.internal.feature.emailchannel.IncomingEmailServiceImpl.inEmailContext(IncomingEmailServiceImpl.java:506) [?:?]
        at com.atlassian.servicedesk.internal.feature.emailchannel.IncomingEmailServiceImpl.lambda$doCreateNewOrCommentOnIssueWithMailChannel$15(IncomingEmailServiceImpl.java:187) [?:?]
        at io.atlassian.fugue.Either$Right.fold(Either.java:620) [fugue-4.5.0.jar:?]
        at com.atlassian.servicedesk.internal.feature.emailchannel.IncomingEmailServiceImpl.doCreateNewOrCommentOnIssueWithMailChannel(IncomingEmailServiceImpl.java:185) [?:?]
        at com.atlassian.servicedesk.internal.feature.emailchannel.IncomingEmailServiceImpl.lambda$createNewOrCommentOnIssueWithMailChannel$6(IncomingEmailServiceImpl.java:155) [?:?]
        at com.atlassian.pocketknife.step.EitherStep2.lambda$null$0(EitherStep2.java:20) [?:?]
        at io.atlassian.fugue.Either$RightProjection.flatMap(Either.java:886) [fugue-4.5.0.jar:?]
        at io.atlassian.fugue.Either.flatMap(Either.java:231) [fugue-4.5.0.jar:?]
		....List continues....
Caused by: java.lang.UnsupportedOperationException
        at java.util.AbstractList.add(AbstractList.java:148) [?:1.8.0_181]
        at java.util.AbstractList.add(AbstractList.java:108) [?:1.8.0_181]
        at com.atlassian.servicedesk.internal.comment.InternalServiceDeskCommentServiceImpl.validateMailAttachmentsToAdd(InternalServiceDeskCommentServiceImpl.java:533) [?:?]
        at com.atlassian.servicedesk.internal.comment.InternalServiceDeskCommentServiceImpl.addEmailAttachmentsToIssue(InternalServiceDeskCommentServiceImpl.java:511) [?:?]
        at com.atlassian.servicedesk.internal.comment.InternalServiceDeskCommentServiceImpl.addAttachmentsAndBuildComment(InternalServiceDeskCommentServiceImpl.java:398) [?:?]
		....

Diagnosis

Cause

One of the cause is due to the Workflow Property set on a particular status which is "jira.issue.editable" that would not allow any Editing operation including adding an attachment.

Resolution

Edit the Workflow and remove the property from the affected Status. Publish it to take an effect.


DescriptionService Management Email Request "Unexpected error while running action as user" Error
ProductJira Service Management, Jira
Last modified on Nov 23, 2020

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