[Users] Reporting bugs/enhancement requests to Zimbra

Tue Dec 4 18:24:27 CET 2018

I understand your point Bill and agree there should be a structured process for free OSS users to submit bug reports & enhancement requests too. I don't know if Bugzilla was the right way to do it, but it was at least a formal means for publicly documenting issues for the community. 

In my personal opinion, I think that since Synacor has taken over management of Zimbra, they've done some great things for the product, including their regular, scheduled process for more predictable releases, adding new innovations to the product, clearer support policies, and commitment to fixing issues faster. But, at the same time, I think many of the key people at Synacor/Zimbra realize they've inherited the results of missteps from earlier management (Teligent, VMware, Yahoo), and it's taking time to properly unravel those missteps with better policies & procedures. I think we're just at the beginning of seeing those efforts becoming visible. As far as reporting bugs/enhancements, it seems like they're starting with the Network Edition customers and working their way to the free OSS Zimbra customers, so there's a very good possibility they'll fully address the current reporting issues for the free OSS community too. 

Randy Leiker ( randy at skywaynetworks.com ) 
Skyway Networks, LLC 
1.800.538.5334 / 913.663.3900 Ext. 100 
https://skywaynetworks.com 

----- Original Message -----

From: "Bill Pye" <bill.pye at phoenix-systems.co.uk> 
To: "Randy Leiker" <randy at skywaynetworks.com>, "users" <users at lists.zetalliance.org> 
Sent: Tuesday, December 4, 2018 10:56:14 AM 
Subject: Re: [Users] Reporting bugs/enhancement requests to Zimbra 

Hi Randy 

That's all very well for customers but does nothing for users like me that use the OSS version and want to file bug reports and enhancement requests i.e. we can't! 

The usual reason given is 'resources', I understand that but when have you ever seen an OSS project that had no bug reporting facility? Why does Synacor ignore these forums and does not bother commenting or releasing blog post comments - I guess they're just not interested. 

The interaction of Synacor with these forums and moderators would be laughable if it wasn't so pathetic. 

Regards 

Bill 

From: Randy Leiker <randy at skywaynetworks.com> 
Sent: Tuesday, 4 December 2018 17:41 
To: users 
Subject: Re: [Users] Reporting bugs/enhancement requests to Zimbra 

Lorenzo, 

At the Zimbra Partners event a few months ago (https://info.zimbra.com/zimbra-activ8-north-america-2018), John Hurley & Vikas Agarwal with Zimbra Support, gave a presentation explaining how they're currently managing bug reports & enhancement requests. They're asking Zimbra customers to open a support ticket to report a bug so that Zimbra Support can validate it, then once validated, Support enters it in to their Jira system for internal tracking. The support request then stays open for the lifetime of the bug & they've stated a goal of having reported bugs fixed within 2 months. If the bug is severe, then the customer can make a case to Support, who in turn can be the customer's advocate with product management & development to fix a bug faster. During the lifetime of the bug, John stated that Support will periodically (about every 2-3 weeks) send status updates to the reporter of the bug. 

Enhancement requests use a similar process, where a support ticket is opened, however, once Support reviews the ticket, they'll close the ticket & mark it as resolved. The enhancement request gets entered in to their Jira system too for tracking, but there are no target time commitments for when an enhancement request will be implemented, as the final decision of whether to implement it is made by Zimbra product management. 

I think all of the above applies to Zimbra Network Edition & Open Source Edition Support contract users (https://www.zimbra.com/open-source-support/). It wasn't clear to me what options are available for free Zimbra OSE users, other than submitting pull requests via Github for bugs or enhancements. John & Vikas mentioned during their presentation that there were thousands of bugs/enhancements reported in the old Bugzilla system, and that a great many of those reports were no longer valid, as they related to old Zimbra versions, so they seem to be keeping it around for archive purposes. 

Randy Leiker ( randy at skywaynetworks.com ) 
Skyway Networks, LLC 
1.800.538.5334 / 913.663.3900 Ext. 100 
https://skywaynetworks.com 

----- Original Message -----

From: "Lorenzo Milesi" <maxxer at yetopen.it> 
To: "users" <users at lists.zetalliance.org> 
Sent: Tuesday, December 4, 2018 1:38:05 AM 
Subject: [Users] Attachment from original message includes inline attachments 

Hi. 
Some time ago I filed bug #108811 because Zimbra includes inline images when including attachments from previous mail. It has, like all the other bugs, left dying on BZC without care... 

Time ago Zimbra posted about a new platform for submitting bugs for OSE. This has been announced months ago, has it ever been made public? 

Thanks 

-- 

Lorenzo Milesi - lorenzo.milesi at yetopen.it 

YetOpen S.r.l.
Via Salerno 18 - 23900 Lecco - ITALY - 
Tel +39 0341 220 205 - Fax +39 178 6070 222 

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