Page Comparison

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Processing problems users face need to be reproducible in order to identify a cause , and offer advice for resolution / bugfix validationa solution.  In ordert order to do this, JEMH our support team needs:

• A screenshot of the audit-history detail page (requires auditing)

• An export of the original Email

• An export of your JEMH Profile

• Log files

Screenshot of Audit History detail page

When auditing is enabled (JEMH > Auditing), detail details about the processing is retained, a screenshot of that page will help to locate the problem.

JIRA6.1+

Auditing in JEMH got reworked for JIRA 6.1, making search by sender and ID possible, search for the record by any means and use the export original option.

JIRA 5.x, 6.0.x

Auditing pre JIRA 6.1 was problematic with high volume as there was no search.  The ability to extract an email based on the known ID that is referred in error emails can be used to get the email, if it has not been purged.

email processing are stored in reports. A screenshot of a report will help us diagnose the problem.

Example

If you receive a forwarded email from JEMH, and it refers to an ID, that can be used in the following URL (with https and updated servernameserver name/context-path and ID (bolded) as appropriate).

• http://server/secure/admin/jemh/JEMHAuditing!viewDetail.jspa?id=1122&customEditType=view-details

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In order to reproduce the problem you see, a vendor neutral TEXT email format of the email is required, proprietary formats such as an Outlook .msg file cannot be used, see below for steps to obtain these (requires auditing enabled).

JIRA6.1+

Auditing in JEMH got reworked for JIRA 6.1, making search by sender and ID possible, search for the record by any means and use the export original option.

JIRA 5.x, 6.0.x

Auditing pre JIRA 6.1 was problematic with high volume as there was no search.  The ability to extract an email based on the known ID that is referred in error emails can be used to get the email, if it has not been purged.

Example

If you receive a forwarded email from JEMH, and it refers to an ID, that can be used in the following URL (with https, updated servernameserver name/ context-path and ID (bolded) as appropriate).

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<?xml version="1.0" encoding="UTF-8" standalone="yes"?>
<Profile>
    <Configuration>
        <CCHandling>toWatcher,toCustomField</CCHandling>
        <CCHandlingNonJiraUsersCF>Email Users</CCHandlingNonJiraUsersCF>
 
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Log files

JIRA Jira logging creates the following log files in its JIRA_HOME/log folder, there are specific logs that can be provided:

• atlassian-jira.log : contains EVERYTHING your JIRA does, if contains information about every event that occurs on your Jira. If you have a busy instance , supply this will not really help, its to hard to understand, see this file could be very large. Large files make it harder for us to pinpoint problems. See below for Dedicated JEMH logfile which is more specific.

• atlassian-jira-incoming-mail.log : contains traffic information specific to inbound mail handlers, this is OK if JEMH is largely the only mail handler used, if there are more, to ease understanding, see below for Dedicated JEMH logfilelog file. NOTE: This logfile is enabled through JIRA Jira Admin > System > Logging and Profiling.  There is also a debug option for protocol logging, useful for 'connectivity' issues.

• emhjemh.log : This logfile log file is the Dedicated JEMH logfile, and is the preferred log format, as it . It isolates all JEMH logging in one place without core JIRA Jira activities, see Enabling JEMH logging.  A JIRA Jira restart is needed for the changes to take effect and this file to be generated.  If you use windows as a host for JIRAJira, this logfile may not get generated, in which case, we'll have to work with whatever you have.

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