Problem
Processing problems users face need to be reproducible in order to identify cause, and offer advice for resolution / bugfix validation. In ordert to do this, JEMH support 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, detail 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.
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 servername/ context-path and ID (bolded) as appropriate).
http://server/secure/admin/jemh/JEMHAuditing!viewDetail.jspa?id=1122&customEditType=view-details
Initially you'll get the following, its normal, just hit Retry Operation
This will look look like:
Exporting Test Case Emails
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 servername/ context-path and ID (bolded) as appropriate).
http://yourserver/secure/admin/jemh/JEMHAuditing!downloadMail.jspa?id=1122&getOriginal=on
On first submission you'll see the following, its normal, just hit Retry Operation
Then You'll get the content:
MIME-Version: 1.0 Received: by 10.223.112.12 with HTTP; Sat, 18 Jun 2011 22:42:26 -0700 (PDT) Date: Sun, 19 Jun 2011 17:42:26 +1200 Message-ID: <BANLkTinB1mfSh+GwOXGNWoL4SyDvOpdBoQ@mail.gmail.com> Subject: noisue From: "Andy Brook" <andy@localhost> To: notest@localhost Content-Type: text/plain; charset=UTF-8 some text
Exporting Profiles
JEMH Profiles can be exported to XML format. This is very useful for problem troubleshooting, but also good as a means of backing up configuration of JEMH.
Click the Profiles tab:
By hovering the cursor over a profile, you can see several operation icons. The export icon is the blue tray icon with an arrow:
You will now be asked by your web browser to save the XML file.
The resulting contents of the file will look similar to this format:
<?xml version="1.0" encoding="UTF-8" standalone="yes"?> <Profile> <Configuration> <CCHandling>toWatcher,toCustomField</CCHandling> <CCHandlingNonJiraUsersCF>Email Users</CCHandlingNonJiraUsersCF> ...
Log files
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 you have a busy instance, supply this will not really help, its to hard to understand, see below for Dedicated JEMH logfile.
atlassian-jira-incoming-mail.log : contains traffic 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 logfile. NOTE: This logfile is enabled through JIRA Admin > System > Logging and Profiling. There is also a debug option for protocol logging, useful for 'connectivity' issues.
emh.log : This logfile is the Dedicated JEMH logfile, and is the preferred log format, as it isolates all JEMH logging in one place without core JIRA activities, see Enabling JEMH logging. A JIRA restart is needed for the changes to take effect and this file to be generated. If you use windows as a host for JIRA, this logfile may not get generated, in which case, we'll have to work with whatever you have.
Creating a support ticket
Attaching both of these to a support ticket in:
Server Support: https://thepluginpeople.atlassian.net/servicedesk/customer/portal/1/group/1/create/4
Data Center Support: https://thepluginpeople.atlassian.net/servicedesk/customer/portal/1/group/1/create/103
Saves support asking for the above, delaying advice/resolutions. When attaching Test Case emails and Profiles, be aware they contain information that will be publicly visible by default. Feel free to set the Issue Security private between Developer/Reporter or Developer/Reporter and Interested Parties.