Bitbucket Server Automated Support Request Fails to Lodge a Support Ticket
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
Symptoms
Support request lodged via Administration -> Atlassian Support Tools -> Support Request does not create a support ticket at https://support.atlassian.com
The following exception is reported in atlassian-bitbucket-mail.log:
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2013-05-15 12:15:21,213 ERROR [MailServiceSender:thread-1] devops 734x2812x1 1rdqn94 10.186.41.147,127.0.0.1 "POST /plugins/servlet/stp/view/create-support-request/execute HTTP/1.1" bitbucket.mail-log Message not sent: Mail sending failed; recipient: bitbucket-autosupportrequests@atlassian.com; subject: TEsting support email capability
org.springframework.mail.MailSendException: Failed messages: com.sun.mail.smtp.SMTPSendFailedException: 552 5.3.4 Error: message file too bigCause
This is due to a 25MB log file limit put in place by most email servers, that does not allow files larger than this size to be sent via email.
Resolution
Ensure the "Limit File Sizes?" option is checked when sending log files larger than 25MB, as this will truncate the files and send them successfully. Alternatively, if you need to send out the entire log file, manually upload the log files directly to the Support ticket via https://support.atlassian.com
But, if the overall zip is still greater than what your email server will send, it will still fail to send the ticket.
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