Notifications from specific users showing blank for others in Jira Data Center
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
Summary
If you identify that Jira starts to send empty/blank notifications for actions performed by a specific user/subset of users, this KB will explain the likely cause and recommendations to fix it.
ℹ️ This problem affects the notifications triggered by a specific user, so the other watchers/participants are the ones who get the empty notifications.
Environment
Jira Data Center
Diagnosis
Search the Jira logs with the name of the affected user (the one who triggers the empty notifications) for entries similar to the below:
ℹ️ Notes:
You can find the affected user name in the "FromName" tag.
The reported "unmappable characters" will contain special characters in the file name.
You may also notice that the affected user avatar is broken.
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2024-08-21 22:26:00,902-0700 Sending mailitem To='xxxx.xxxx@xxxx.xxx' Subject='' From='null' FromName='Affected User Name' Cc='null' Bcc='null' ReplyTo='null' InReplyTo='null' MimeType='text/html' Encoding='UTF-8' Multipart='null' MessageId='null' ExcludeSubjectPrefix=false' ERROR anonymous Mail Queue Service [velocity] Exception rendering #parse(templates/email/html/includes/header.vm) at templates/email/macros.vm[line 262, column 5]
2024-08-21 22:26:00,902-0700 Sending mailitem To='xxxx.xxxx@xxxx.xxx' Subject='' From='null' FromName='Affected User Name' Cc='null' Bcc='null' ReplyTo='null' InReplyTo='null' MimeType='text/html' Encoding='UTF-8' Multipart='null' MessageId='null' ExcludeSubjectPrefix=false' ERROR anonymous Mail Queue Service [velocity] Exception in macro #defaultMailHeader at templates/email/html/issuementioned.vm[line 3, column 1]
2024-08-21 22:26:00,902-0700 Sending mailitem To='xxxx.xxxx@xxxx.xxx' Subject='' From='null' FromName='Affected User Name' Cc='null' Bcc='null' ReplyTo='null' InReplyTo='null' MimeType='text/html' Encoding='UTF-8' Multipart='null' MessageId='null' ExcludeSubjectPrefix=false' ERROR anonymous Mail Queue Service [c.atlassian.velocity.DefaultVelocityManager] MethodInvocationException occurred getting message body from Velocity: java.nio.file.InvalidPathException: Malformed input or input contains unmappable characters: xxxxxxxxxx.png
java.nio.file.InvalidPathException: Malformed input or input contains unmappable characters: xxxxxxxxxx.png
at java.base/sun.nio.fs.UnixPath.encode(Unknown Source)
at java.base/sun.nio.fs.UnixPath.<init>(Unknown Source)
at java.base/sun.nio.fs.UnixFileSystem.getPath(Unknown Source)
at java.base/java.nio.file.Path.of(Unknown Source)
at java.base/java.nio.file.Paths.get(Unknown Source)
at com.atlassian.dc.filestore.impl.filesystem.FilesystemPathImpl.resolve(FilesystemPathImpl.java:90)
at com.atlassian.dc.filestore.impl.filesystem.FilesystemPathImpl.path(FilesystemPathImpl.java:84)
at com.atlassian.dc.filestore.impl.filesystem.FilesystemPathImpl.path(FilesystemPathImpl.java:34)
at com.atlassian.jira.avatar.AvatarManagerImpl.getAvatarPath(AvatarManagerImpl.java:302)
at com.atlassian.jira.avatar.AvatarManagerImpl.hasImage(AvatarManagerImpl.java:629)
at com.atlassian.jira.mail.util.MailAttachmentsManagerImpl.handleBrokenAvatars(MailAttachmentsManagerImpl.java:422)
...Cause
The notification issues are caused by invalid special characters in the file name for the affected user avatar.
Because of these characters, Jira is unable to properly map the file name, and thus the email template rendering breaks, leaving the notification email empty/blank.
➕ This may also cause the affected user avatars to be broken on the UI as well.
Solution
Ask for the affected users to change the profile avatar to a default Jira one or remove it.
After this change, the notifications they trigger should be sent out correctly to others.
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