Outage in Jira Service Management

Issue Creation and Comment creation via email is failing if email contains tables for some customers

Resolved Minor

May 16, 2023 - Started 11 months ago - Lasted about 6 hours
Official incident page

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Outage Details

Starting at 2:50 UTC today Issue Creation and Comment creation via email is failing if email contains tables for some JSM customers. No data loss is expected for impacted customers as emails will be recovered and processed. The issue has been identified and we are implementing the fix.

Components affected

Jira Service Management Email Requests

Latest Updates ( sorted recent to last )

RESOLVED 11 months ago - at 05/16/2023 11:48AM

A fix has been rolled out and our teams have verified that the issue is no longer occurring. This incident has been resolved.

IDENTIFIED 11 months ago - at 05/16/2023 09:12AM

We are currently rolling out a fix for this incident. This issue affects a very small subset of customers and is only caused if the inbound message contains a HTML table within the message body.

The Inbound message will be processed as normal if message body doesn't contain a HTML table or if 'HTML parsing' is deactivated.

We will provide an update when the fix has been rolled out to affected customers.

IDENTIFIED 11 months ago - at 05/16/2023 05:44AM

Starting at 2:50 UTC today Issue Creation and Comment creation via email is failing if email contains tables for some JSM customers.

No data loss is expected for impacted customers as emails will be recovered and processed.

The issue has been identified and we are implementing the fix.

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