<html><body><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 )">randy@skywaynetworks.com</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" <frederic.nass@univ-lorraine.fr><br><b>To: </b>"users" <users@lists.zetalliance.org><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"><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"><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"><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"><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">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">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"><xxxxxxxxx@univ-lorraine.fr></a><br>
<b>To: </b>"Support" <a href="mailto:support@zimbra.com" target="_blank" rel="nofollow noopener noreferrer"><support@zimbra.com></a><br>
<b>Cc: </b>"xxxxxxxxx" <a href="mailto:xxxxxxxxx@univ-lorraine.fr" target="_blank" rel="nofollow noopener noreferrer"><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">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" 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"><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">Blog</a>
| <a href="https://support.zimbra.com/" rel="nofollow noopener noreferrer nofollow noopener noreferrer" target="_blank">Support
Portal</a> | <a href="https://www.zimbra.com/support/support-offerings/" rel="nofollow noopener noreferrer nofollow noopener noreferrer" target="_blank">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">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"><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"><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"><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"><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"><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">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"><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">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">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"><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"><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>
</div>
</div>
</blockquote>
<br>
</div>
</div>
</div>
<div><br>
</div>
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