<html>
<head>
<meta http-equiv="Content-Type" content="text/html; charset=UTF-8">
</head>
<body>
<p>Hi Randy,</p>
<p>Do you suggest that I should open a support case to get un update
on my support case they've just closed? What if they close this
one and ask me to create another one to ask for the other one
about the other one? And so on...<br>
</p>
<p>Sorry to sound sarcastic but this is INSANE. It's obvious that
these people don't fix bugs and don't answer the questions. I'm a
sys admin, so as everyone here, I've never closed a support case
without providing actual help to my users.<br>
Oh yeah I forgot... I'm being professional.</p>
<p>We have opened many bugs by the past. I can vaguely remember one
for which we got actual help (was LDAP related) and that was in
2014. The one regarding attachments being duplicated each time a
Draft gets saved (that was fixed in the release notes only), we
reported this one like 2 years ago. The one with Gmail external
agenda that reloads the whole webmail as if you pressed F5, we
reported this one more than a year ago. Still not fixed. Any
trainee would get this fixed in half a day!<br>
</p>
<p>We always do provide all necessary informations (full debug logs,
thread dumps, stacks, etc.) for the devs to fix the bugs but they
never fix anything.<br>
</p>
<p>Don't get me wrong, I'm an absolute fan of your Zeta call Summary
that I read each week with attention, they give me a lot of
informations, and I like how you guys Mark, Barry, Cine, Gary, and
others... try to keep this product alive against Synacor, but as a
client, I expect a minimum of consideration when I ask for
support.<br>
</p>
<p>I really hope you'll get things right. And hope that you'll be
able to use my testimony in future Zeta calls because, yeah... I'm
a customer.<br>
</p>
<pre class="moz-signature" cols="72">Cordialement,
Frédéric Nass
Direction du Numérique
Sous-direction Infrastructures et Services
Tél : 03.72.74.11.35</pre>
<div class="moz-cite-prefix">Le 27/04/2020 à 18:27, Randy Leiker a
écrit :<br>
</div>
<blockquote type="cite"
cite="mid:1933942001.281957.1588004820325.JavaMail.zimbra@skywaynetworks.com">
<meta http-equiv="content-type" content="text/html; charset=UTF-8">
<div style="font-family: arial, helvetica, sans-serif; font-size:
12pt; color: #000000">
<div>Hi Frederic,<br>
</div>
<div><br data-mce-bogus="1">
</div>
<div>I received a nearly identical message from Zimbra during
the overnight hours too related to a bug I had opened back in
October 2019 related to a regression of an earlier bug, that
was originally marked as fixed, related to duplicating inline
images within an email message being composed in the Zimbra
Web Client.<br data-mce-bogus="1">
</div>
<div><br data-mce-bogus="1">
</div>
<div>At a Zimbra partner event back in late 2017, Zimbra
Supported explained to partners that they wanted all bug
reports submitted as support cases (rather than through
Bugzilla), so they could manage the process of entering &
tracking the bugs in their internal ticket tracking system,
Jira. They had also explained that they planned to close
support cases after a bug had been confirmed, but not fixed,
presumably to avoid having an ever growing number of open
support cases from accumulating while the developers were
working through the bugs. Similar to what the email says that
you included below, they encouraged us to open new support
cases whenever we wanted an update on a bug.<br
data-mce-bogus="1">
</div>
<div><br data-mce-bogus="1">
</div>
<div>Ironically, on last week's Zeta conference call, this
policy was one of the things discussed and I was attempting to
advocate that more transparency be introduced to the bug
tracking and fixing process. For the details, refer to the
Zeta call summary I sent to this mailing list on April 22nd.<br
data-mce-bogus="1">
</div>
<div><br>
</div>
<div data-marker="__SIG_PRE__">
<div>
<div>
<div><span style="color:rgb( 255 , 102 , 0
);font-weight:bold"><br>
Randy Leiker (</span><span style="font-weight:bold"> <span
style="color:rgb( 51 , 51 , 255
);background-color:rgb( 255 , 255 , 255 )"><a class="moz-txt-link-abbreviated" href="mailto:randy@skywaynetworks.com">randy@skywaynetworks.com</a></span>
<span style="color:rgb( 255 , 102 , 0 )">)</span></span><br>
<span style="color:rgb( 0 , 0 , 153 )">Skyway Networks,
LLC</span><br>
<span style="color:rgb( 0 , 0 , 153 )"></span></div>
<div><span style="color:rgb( 0 , 0 , 153 )"><br
data-mce-bogus="1">
</span></div>
</div>
</div>
</div>
<hr id="zwchr" data-marker="__DIVIDER__">
<div data-marker="__HEADERS__"><b>From: </b>"Frédéric Nass"
<a class="moz-txt-link-rfc2396E" href="mailto:frederic.nass@univ-lorraine.fr"><frederic.nass@univ-lorraine.fr></a><br>
<b>To: </b>"users" <a class="moz-txt-link-rfc2396E" href="mailto:users@lists.zetalliance.org"><users@lists.zetalliance.org></a><br>
<b>Sent: </b>Monday, April 27, 2020 4:03:57 AM<br>
<b>Subject: </b>[Users] Fwd: Re: [zimbra-contact] Case
00847700: PRES de l'Université de Lorraine - Bug ZCS-6022
update?<br>
</div>
<div><br>
</div>
<div data-marker="__QUOTED_TEXT__">
<div class="moz-forward-container">Hi everyone,</div>
<div class="moz-forward-container"><br>
</div>
<div class="moz-forward-container">I just wanted to share our
wonderfull Zimbra support experience with Synacor and the
community.</div>
<div class="moz-forward-container"><br>
</div>
<div class="moz-forward-container">We opened a bug in June
2019, received no updates until today 10 months later (!)
with support saying:</div>
<div class="moz-forward-container">- that the bug is still
open,</div>
<div class="moz-forward-container">- that they will close the
case (why??)<br>
</div>
<div class="moz-forward-container">- that if I ever want news
in the future, I should raise a new case refering to this
case (why would you close this case then?)<br>
</div>
<div class="moz-forward-container"><br>
</div>
<div class="moz-forward-container">Synacor, what kind of
support is this? What happend to the "Customers come first.
Period!" ?!<br>
</div>
<div class="moz-forward-container"><br>
</div>
<div class="moz-forward-container">Regards,</div>
<div class="moz-forward-container"><br>
</div>
<div class="moz-forward-container">Frédéric.<br>
</div>
<div class="moz-forward-container"><br>
-------- Message transféré --------
<table class="moz-email-headers-table" cellspacing="0"
cellpadding="0" border="0">
<tbody>
<tr>
<th valign="BASELINE" nowrap="nowrap" align="RIGHT">Sujet :
</th>
<td>Re: [zimbra-contact] Case 00847700: PRES de
l'Université de Lorraine - Bug ZCS-6022 update?</td>
</tr>
<tr>
<th valign="BASELINE" nowrap="nowrap" align="RIGHT">Date :
</th>
<td>Mon, 27 Apr 2020 03:43:12 -0400 (EDT)</td>
</tr>
<tr>
<th valign="BASELINE" nowrap="nowrap" align="RIGHT">De :
</th>
<td>Heera Sixxh (via zimbra-contact Mailing List) <a
href="mailto:xxxxxxxxx@univ-lorraine.fr"
target="_blank" rel="nofollow noopener noreferrer"
moz-do-not-send="true"><xxxxxxxxx@univ-lorraine.fr></a><br
data-mce-bogus="1">
</td>
</tr>
<tr>
<th valign="BASELINE" nowrap="nowrap" align="RIGHT">Répondre
à : </th>
<td>Support <a href="mailto:support@zimbra.com"
target="_blank" rel="nofollow noopener noreferrer"
moz-do-not-send="true"><support@zimbra.com></a><br
data-mce-bogus="1">
</td>
</tr>
<tr>
<th valign="BASELINE" nowrap="nowrap" align="RIGHT">Pour :
</th>
<td>xxxxxxxxx <a
href="mailto:xxxxxxxxx@univ-lorraine.fr"
target="_blank" rel="nofollow noopener noreferrer"
moz-do-not-send="true"><xxxxxxxxx@univ-lorraine.fr></a><br
data-mce-bogus="1">
</td>
</tr>
<tr>
<th valign="BASELINE" nowrap="nowrap" align="RIGHT">Copie
à : </th>
<td>Support <a href="mailto:support@zimbra.com"
target="_blank" rel="nofollow noopener noreferrer"
moz-do-not-send="true"><support@zimbra.com></a><br
data-mce-bogus="1">
</td>
</tr>
</tbody>
</table>
<br>
<br>
<div style="font-family:'verdana' , 'helvetica' ,
sans-serif;font-size:10pt;color:#000000">
<div style="font-family:'verdana' , 'helvetica' ,
sans-serif;font-size:10pt;color:#000000">Hello
Frédéric, <br>
</div>
<div style="font-family:'verdana' , 'helvetica' ,
sans-serif;font-size:10pt;color:#000000"><br>
</div>
<div style="font-family:'verdana' , 'helvetica' ,
sans-serif;font-size:10pt;color:#000000">
<div>
<div>Zimbra Support Team would like to informed you
that the bug (<strong>ZCS-6022</strong>) associated
to your case is still in an open status. </div>
<div><br>
If you would like an update on the bug in the
future, please raise a new case referring to this
case number. Support will check the status and
followup with you.<br>
This case will now be closed, and you may get a
survey regarding the product - please share any
feedback/comments. Your feedback is important for us
to enhance the quality of the product.<br>
<br>
We appreciate your commitment to Zimbra. <span
style="font-size:9pt"></span><br>
</div>
<div>
<div><br>
</div>
<div><span style="font-size:9pt">Regards, </span><br>
<span style="font-size:9pt">Heera Sixxh
Korxxxa <br>
</span></div>
<div><span style="font-size:9pt"><span
style="color:rgb( 255 , 102 , 0 )">Zimbra</span><span
style="color:rgb( 15 , 194 , 239 )"><span
class="Object"
id="OBJ_PREFIX_DWT542_com_zimbra_url"><span
class="Object"
id="OBJ_PREFIX_DWT571_com_zimbra_url"></span></span>
| A SYNACOR PRODUCT </span></span></div>
<div><span style="font-size:9pt">Manager Assistance:
<span class="Object"
id="OBJ_PREFIX_DWT408_ZmEmailObjectHandler"><span
class="Object"
id="OBJ_PREFIX_DWT543_ZmEmailObjectHandler"><span
class="Object"
id="OBJ_PREFIX_DWT572_ZmEmailObjectHandler"><a
href="mailto:zimbra-escalation@synacor.com" rel="nofollow noopener
noreferrer nofollow noopener noreferrer
nofollow noopener noreferrer nofollow
noopener noreferrer nofollow noopener
noreferrer nofollow noopener noreferrer"
target="_blank" moz-do-not-send="true">zimbra-escalation@synacor.com</a></span></span>
<br>
</span></span></div>
<br>
<span style="font-size:9pt">You can find solutions
to common issues on our wiki: <span
class="Object"
id="OBJ_PREFIX_DWT544_com_zimbra_url"><span
class="Object"
id="OBJ_PREFIX_DWT573_com_zimbra_url"><a
href="http://wiki.zimbra.com" rel="nofollow
noopener noreferrer nofollow noopener
noreferrer nofollow noopener noreferrer
nofollow noopener noreferrer nofollow
noopener noreferrer nofollow noopener
noreferrer" target="_blank"
moz-do-not-send="true">http://wiki.zimbra.com</a></span></span>
Satisfied customers are our top priority. </span><br>
<span style="font-size:small"><span
style="font-size:9pt">Help us to help you! Logs
and screenshots help a lot! </span></span></div>
</div>
<br>
<hr id="zwchr">
<div><b>From: </b>"xxxxxxxxx" <a
href="mailto:xxxxxxxxx@univ-lorraine.fr"
target="_blank" rel="nofollow noopener noreferrer"
moz-do-not-send="true"><xxxxxxxxx@univ-lorraine.fr></a><br>
<b>To: </b>"Support" <a
href="mailto:support@zimbra.com" target="_blank"
rel="nofollow noopener noreferrer"
moz-do-not-send="true"><support@zimbra.com></a><br>
<b>Cc: </b>"xxxxxxxxx" <a
href="mailto:xxxxxxxxx@univ-lorraine.fr"
target="_blank" rel="nofollow noopener noreferrer"
moz-do-not-send="true"><xxxxxxxxx@univ-lorraine.fr></a><br>
<b>Sent: </b>Tuesday, June 11, 2019 5:42:40 PM<br>
<b>Subject: </b>Re: [xxxxxxxxx] Case 00847700: PRES
de l'Université de Lorraine - Bug ZCS-6022 update?<br>
</div>
<br>
<div>
<div> Hi,<br>
<br>
How can we avoid these lines from being recorded to
mailbox.log ?<br>
<br>
Regards,<br>
Frédéric.<br>
<br>
<div class="moz-cite-prefix">Le 11/06/2019 à 11:39,
Supportxxxxxxxxx (via Mailing List) a écrit :<br>
</div>
<blockquote>
<div id="zimbraEditorContainer"
style="font-family:'verdana' , 'helvetica' ,
sans-serif;font-size:12pt;color:rgb( 0 , 0 , 0
)" class="1">
<div>Hello,<br>
</div>
<div><br>
</div>
<div>
<p style="margin:0px">Zimbra Support Team
would like to keep you informed that the bug
associated to your case is still in an open
status and the Support Team will continue
monitoring the bug status.<br>
</p>
<p style="margin:0px"><br>
</p>
<p style="margin:0px"> Another update will be
sent to you in the following weeks. </p>
<p style="margin:0px"><br>
</p>
<p style="margin:0px">For more information
about the new bug process, please see <span
class="nobr"><a
href="https://blog.zimbra.com/2018/05/zimbras-new-bug-fix-reporting-process/"
rel="nofollow nofollow noopener
noreferrer nofollow noopener noreferrer"
target="_blank" moz-do-not-send="true">Zimbra
New Bug Fix / Reporting Process<sup><img
class="rendericon" alt=""
data-mce-src="https://wiki.corp.synacor.com/images/icons/linkext7.gif"
src="https://wiki.corp.synacor.com/images/icons/linkext7.gif"
moz-do-not-send="true" width="7"
height="7" border="0"
align="absmiddle"></sup></a></span> posting.
</p>
<p style="margin:0px"><br>
</p>
<p style="margin:0px">If you have any
questions, please reply to this case and the
Support Team will followup with you.</p>
<p style="margin:0px"><br>
</p>
<p style="margin:0px">Thank you. We appreciate
your commitment to Zimbra.Sincerely </p>
</div>
<div><br>
</div>
<div>
<div>
<div>
<div><br>
<span style="font-family:'verdana' ,
'helvetica' ,
sans-serif;font-size:9pt">Thanks &
Regards,</span><br>
<strong><span
style="font-family:'verdana' ,
'helvetica' ,
sans-serif;font-size:9pt"><span
id="DWT346" class="ZmSearchResult"><span
id="DWT360"
class="ZmSearchResult">Vivek</span></span>
Dhande</span></strong><br>
<span style="font-family:'verdana' ,
'helvetica' ,
sans-serif;font-size:9pt">Technical
Support Engineer</span>
<div><a href="https://www.zimbra.com/"
rel="nofollow noopener noreferrer
nofollow noopener noreferrer"
target="_blank"
moz-do-not-send="true"><span
style="font-size:10pt"><span
style="font-family:'arial' ,
'helvetica' , sans-serif"><strong><span
style="color:rgb( 255 , 102
, 0 )">Zimbra</span></strong></span><span
style="font-family:'arial' ,
'helvetica' , sans-serif"><span
style="color:rgb( 15 , 194 ,
239 )"> </span></span><span
style="font-family:'arial' ,
'helvetica' , sans-serif"><span
style="color:rgb( 15 , 194 ,
239 )">| A <strong>SYNACOR</strong>
PRODUCT</span></span></span></a><span
style="font-size:10pt"><span
style="font-family:'arial' ,
'helvetica' , sans-serif"><span
style="color:rgb( 15 , 194 , 239
)"></span></span></span></div>
<div><span
style="font-size:10pt;color:rgb( 0 ,
51 , 0 )"><span
style="font-family:'arial' ,
'helvetica' , sans-serif"><a
href="http://blog.zimbra.com/"
rel="nofollow noopener
noreferrer nofollow noopener
noreferrer" target="_blank"
moz-do-not-send="true">Blog</a>
| <a
href="https://support.zimbra.com/"
rel="nofollow noopener
noreferrer nofollow noopener
noreferrer" target="_blank"
moz-do-not-send="true">Support
Portal</a> | <a
href="https://www.zimbra.com/support/support-offerings/"
rel="nofollow noopener
noreferrer nofollow noopener
noreferrer" target="_blank"
moz-do-not-send="true">Support
Offering</a><br>
</span></span></div>
<div><span style="font-size:10pt"><span
style="font-family:'arial' ,
'helvetica' , sans-serif"><span
style="font-size:9pt;font-family:'verdana'
, 'helvetica' , sans-serif">Manager
Assistance: <span
class="Object"
id="OBJ_PREFIX_DWT475_ZmEmailObjectHandler"><span
class="Object"
id="OBJ_PREFIX_DWT512_ZmEmailObjectHandler"><a
href="mailto:zimbra-escalation@synacor.com" rel="nofollow noopener
noreferrer nofollow
noopener noreferrer"
target="_blank"
moz-do-not-send="true">zimbra-escalation@synacor.com</a></span></span></span><span
style="color:rgb( 15 , 194 , 239
)"><br>
</span></span></span></div>
<span style="font-size:9pt"><span
class="Object"
id="OBJ_PREFIX_DWT408_ZmEmailObjectHandler"><span
class="Object"
id="OBJ_PREFIX_DWT383_ZmEmailObjectHandler"><a
href="mailto:zimbra-escalation@synacor.com" rel="noopener nofollow
noopener noreferrer nofollow
noopener noreferrer"
target="_blank"
moz-do-not-send="true"><span
style="font-size:9pt"><span
style="font-family:'verdana'
, 'helvetica' , sans-serif"></span></span></a></span></span></span><span
style="color:rgb( 51 , 102 , 153 )"><span
class="Object"
id="OBJ_PREFIX_DWT902_ZmEmailObjectHandler"></span></span><span
style="font-size:10pt"></span><span
style="color:rgb( 0 , 0 , 0
);font-size:10pt"><a
href="http://www.zimbra.com/"
style="color:rgb( 0 , 0 , 0 )"
rel="nofollow noopener noreferrer
nofollow noopener noreferrer"
target="_blank"
moz-do-not-send="true"><span
style="font-family:'arial' ,
'helvetica' , sans-serif"><span
style="color:rgb( 51 , 102 , 255
)"></span></span></a></span><br>
</div>
</div>
</div>
</div>
<div><br>
</div>
<hr id="zwchr">
<div><b>From: </b>"Zimbra Support" <a
href="mailto:support@zimbra.com"
rel="nofollow noopener noreferrer nofollow
noopener noreferrer" target="_blank"
moz-do-not-send="true"><support@zimbra.com></a><br>
<b>To: </b>"Vixxk Dhxxde" <a
href="mailto:vdhande@zimbra.com"
rel="nofollow noopener noreferrer nofollow
noopener noreferrer" target="_blank"
moz-do-not-send="true"><vdhande@zimbra.com></a><br>
<b>Cc: </b>"Zimbra Support" <a
href="mailto:support@zimbra.com"
rel="nofollow noopener noreferrer nofollow
noopener noreferrer" target="_blank"
moz-do-not-send="true"><support@zimbra.com></a><br>
<b>Sent: </b>Tuesday, June 11, 2019 1:55:33
PM<br>
<b>Subject: </b>Re: Case 00847700: PRES de
l'Université de Lorraine - Bug ZCS-6022
update?<br>
</div>
<div><br>
</div>
<div>*** UPDATED CASE: 00847700 ***<br>
Case Link: <a
href="https://na87.salesforce.com/5001W00001VzVA2"
rel="nofollow noopener noreferrer nofollow
noopener noreferrer" target="_blank"
moz-do-not-send="true">https://na87.salesforce.com/5001W00001VzVA2</a><br>
Case Type: Possible Bug<br>
<br>
Summary:<br>
Case Summary: Case 00847700: PRES de
l'Université de Lorraine - Bug ZCS-6022
update?<br>
Case Severity Level: Severity-4<br>
Case Status: New<br>
Case Owner: <a
href="mailto:vdhande@zimbra.com"
rel="nofollow noopener noreferrer nofollow
noopener noreferrer" target="_blank"
moz-do-not-send="true"><span
style="font-weight:bold">Caution:
EmailHosting.cloud has detected a possible
phishing attempt from "zimbra.com"
claiming to be</span> vdhxxde@zimbra.com</a><br>
<br>
Product:<br>
Product: <br>
Version: <br>
Comment: <br>
<br>
Account:<br>
Account Name: PRES de l'Université de Lorraine
<br>
Support Level: Premier<br>
Contact Name: XXXXXX YYYYY <br>
Contact Email: <a
href="mailto:zimbra-contact@univ-lorraine.fr"
rel="nofollow noopener noreferrer nofollow
noopener noreferrer" target="_blank"
moz-do-not-send="true">xxxxxxxxx@univ-lorraine.fr</a><br>
Last Modified Date: 6/11/2019<br>
Last Modified By: Vivek Dhande<br>
<br>
Case Description:<br>
Hello,<br>
<br>
We're seeing a lot of these messages in
mailbox.log. We're running ZCS <br>
8.8.11 P4.<br>
<br>
2019-06-11 08:56:38,142 INFO [Mobile] <br>
[<a
href="mailto:name=xxxxxine.dalxxxi@univ-lorraine.fr;mid=541;oip=194.167.211.10;port=46050;ua=ZimbraWebClient"
rel="nofollow noopener noreferrer nofollow
noopener noreferrer" target="_blank"
moz-do-not-send="true">name=xxxxxine.dalxxxi@univ-lorraine.fr;mid=541;oip=194.167.211.10;port=46050;ua=ZimbraWebClient</a>
<br>
- FF67 (Win)/8.8.11_GA_3787;soapId=9739323;]
index - Caught <br>
ServiceException trying to compare ZimbraHit <br>
{"s":12184,"d":1556618842000,"l":"78670ffc-9952-4066-9947-69e46a836491:30597","cid":"78670ffc-9952-4066-9947-69e46a836491:-286480","f":"u","rev":517729,"id":"78670ffc-9952-4066-9947-69e46a836491:286480","su":"[iuxxxxwy-scolarite]
<br>
Demande de formation en étant
salarié","fr":"Bonjour, Je me permets de <br>
vous envoyer ce mail puisque je vais faire une
demande de formation <br>
auprès de votre université, et je suis salarié
<br>
...","cm":true,"e":[{"a":<a
href="mailto:Alexxxxxxlix@consuel.com"
rel="nofollow noopener noreferrer nofollow
noopener noreferrer" target="_blank"
moz-do-not-send="true"><span
style="font-weight:bold">Caution:
EmailHosting.cloud has detected a possible
phishing attempt from "consuel.com"
claiming to be</span>
"Alexxxxxxlix@consuel.com"</a>,"d":"Alexandre","p":"Alexandre
<br>
ALIX","t":"f"}],"sf":"1"} to ZimbraHit <br>
{"s":7514,"d":1557940491000,"l":"78670ffc-9952-4066-9947-69e46a836491:30597","cid":"78670ffc-9952-4066-9947-69e46a836491:-290374","f":"u","rev":524326,"id":"78670ffc-9952-4066-9947-69e46a836491:290374","su":"[iuxxxxwy-scolarite]
<br>
Demande validation d'exonération partielle
dans mon compte","fr":"Je <br>
m'appelle karamoko SOXXXA, j'ai été accepté
dans votre université pour <br>
l'année académique 2019/2020 de la formation
DUT génie électrique et <br>
...","cm":true,"e":[{"a":<a
href="mailto:karamxxxxxxxba12@gmail.com"
rel="nofollow noopener noreferrer nofollow
noopener noreferrer" target="_blank"
moz-do-not-send="true"><span
style="font-weight:bold">Caution:
EmailHosting.cloud has detected a possible
phishing attempt from "gmail.com" claiming
to be</span> "karamxxxxxxxba12@gmail.com"</a>,"d":"Karamoko","p":"Karamoko
<br>
Sogoba","t":"f"}],"sf":"1"}<br>
<br>
Apparently, this is your internal bug
ZCS-6022. Can you please provide <br>
current resolution status for this bug and
steps to disable the logging <br>
of these lines (as we for sure don't want any
of these personal <br>
informations being recorded in our logs) ?<br>
<br>
Regards,<br>
Frédéric.<br>
<br>
-- <br>
Cordialement,<br>
<br>
Frédéric Nass<br>
Equipe Messagerie,<br>
Université de Lorraine.<br>
<br>
Last Case Comment:<br>
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