Introduction
Recent upgrades to Jira Data Center version 10 have introduced a noticeable issue regarding the display of mail server names and hostnames within the Incoming Mail configuration. Specifically, instead of showing the actual server values, the user interface now renders placeholders, impacting configuration visibility.
Main Content
This problem emerged following the upgrade and appears to be linked to the UI’s processing of mail server configuration data. Notably, no changes were made to Velocity templates or related frontend files. Our initial troubleshooting involved several steps, including clearing plugin and temporary caches, activating Safe Mode to eliminate potential plugin conflicts, and performing a full re-index of the instance. These actions temporarily resolved the issue for approximately one day. However, the problem subsequently reappeared during configuration changes to the mail server, with the placeholders continuing to display.
The root cause appears to be related to Velocity template rendering. The placeholders, such as `$esc.html($server.name)`, often arise when Jira encounters difficulties rendering field values due to escaping or backend data problems. To diagnose this, we recommend the following: First, execute an SQL query to examine the mail server names and hostnames for any special characters (e.g., <, >, &, $). Remove or sanitize any problematic values. Second, enable debug logging for Velocity to trace rendering issues by setting `log4j.logger.com.atlassian.velocity=DEBUG`. Finally, review the `velocity.properties` file for any incorrect or customized escape settings, such as `directive.set.escapehtml = true`.
Conclusion
By systematically investigating the data and Velocity rendering settings, we can effectively address this issue. Further investigation into potential rendering bugs within Jira Data Center 10 is warranted to ensure consistent and accurate display of mail server information.
Source: https://community.atlassian.com/forums/Jira-questions/Mail-Server-Names-Not-Displayed-in-quot-Incoming-Mail-quot/qaq-p/3057757
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