[Users] Fwd: Re: [zimbra-contact] Case 00847700: PRES de l'Université de Lorraine - Bug ZCS-6022 update?

Randy Leiker randy at skywaynetworks.com
Mon Apr 27 18:27:00 CEST 2020 

Hi Frederic, 

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. 

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. 

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. 


Randy Leiker ( randy at skywaynetworks.com ) 
Skyway Networks, LLC 


From: "Frédéric Nass" <frederic.nass at univ-lorraine.fr> 
To: "users" <users at lists.zetalliance.org> 
Sent: Monday, April 27, 2020 4:03:57 AM 
Subject: [Users] Fwd: Re: [zimbra-contact] Case 00847700: PRES de l'Université de Lorraine - Bug ZCS-6022 update? 

Hi everyone, 

I just wanted to share our wonderfull Zimbra support experience with Synacor and the community. 

We opened a bug in June 2019, received no updates until today 10 months later (!) with support saying: 
- that the bug is still open, 
- that they will close the case (why??) 
- 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?) 

Synacor, what kind of support is this? What happend to the "Customers come first. Period!" ?! 

Regards, 

Frédéric. 

-------- Message transféré -------- Sujet : 	Re: [zimbra-contact] Case 00847700: PRES de l'Université de Lorraine - Bug ZCS-6022 update? 
Date : 	Mon, 27 Apr 2020 03:43:12 -0400 (EDT) 
De : 	Heera Sixxh (via zimbra-contact Mailing List) [ mailto:xxxxxxxxx at univ-lorraine.fr | <xxxxxxxxx at univ-lorraine.fr> ] 

Répondre à : 	Support [ mailto:support at zimbra.com | <support at zimbra.com> ] 

Pour : 	xxxxxxxxx [ mailto:xxxxxxxxx at univ-lorraine.fr | <xxxxxxxxx at univ-lorraine.fr> ] 

Copie à : 	Support [ mailto:support at zimbra.com | <support at zimbra.com> ] 


Hello Frédéric, 

Zimbra Support Team would like to informed you that the bug ( ZCS-6022 ) associated to your case is still in an open status. 

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. 
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. 

We appreciate your commitment to Zimbra. 

Regards, 
Heera Sixxh Korxxxa 
Zimbra | A SYNACOR PRODUCT 
Manager Assistance: [ mailto:zimbra-escalation at synacor.com | zimbra-escalation at synacor.com ] 

You can find solutions to common issues on our wiki: [ http://wiki.zimbra.com/ | http://wiki.zimbra.com ] Satisfied customers are our top priority. 
Help us to help you! Logs and screenshots help a lot! 


From: "xxxxxxxxx" [ mailto:xxxxxxxxx at univ-lorraine.fr | <xxxxxxxxx at univ-lorraine.fr> ] 
To: "Support" [ mailto:support at zimbra.com | <support at zimbra.com> ] 
Cc: "xxxxxxxxx" [ mailto:xxxxxxxxx at univ-lorraine.fr | <xxxxxxxxx at univ-lorraine.fr> ] 
Sent: Tuesday, June 11, 2019 5:42:40 PM 
Subject: Re: [xxxxxxxxx] Case 00847700: PRES de l'Université de Lorraine - Bug ZCS-6022 update? 

Hi, 

How can we avoid these lines from being recorded to mailbox.log ? 

Regards, 
Frédéric. 

Le 11/06/2019 à 11:39, Supportxxxxxxxxx (via Mailing List) a écrit : 



Hello, 



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. 





Another update will be sent to you in the following weeks. 




For more information about the new bug process, please see [ https://blog.zimbra.com/2018/05/zimbras-new-bug-fix-reporting-process/ | Zimbra
                          New Bug Fix / Reporting Process ] posting. 




If you have any questions, please reply to this case and the Support Team will followup with you. 




Thank you. We appreciate your commitment to Zimbra.Sincerely 


Thanks & Regards, 
Vivek Dhande 
Technical Support Engineer 
[ https://www.zimbra.com/ | Zimbra |
                                    A SYNACOR PRODUCT ] 
[ http://blog.zimbra.com/ | Blog ] | [ https://support.zimbra.com/ | Support
                                  Portal ] | [ https://www.zimbra.com/support/support-offerings/ | Support
                                  Offering ] 
Manager Assistance: [ mailto:zimbra-escalation at synacor.com | zimbra-escalation at synacor.com ] 
[ mailto:zimbra-escalation at synacor.com ] [ http://www.zimbra.com/ ] 


From: "Zimbra Support" [ mailto:support at zimbra.com | <support at zimbra.com> ] 
To: "Vixxk Dhxxde" [ mailto:vdhande at zimbra.com | <vdhande at zimbra.com> ] 
Cc: "Zimbra Support" [ mailto:support at zimbra.com | <support at zimbra.com> ] 
Sent: Tuesday, June 11, 2019 1:55:33 PM 
Subject: Re: Case 00847700: PRES de l'Université de Lorraine - Bug ZCS-6022 update? 

*** UPDATED CASE: 00847700 *** 
Case Link: [ https://na87.salesforce.com/5001W00001VzVA2 | https://na87.salesforce.com/5001W00001VzVA2 ] 
Case Type: Possible Bug 

Summary: 
Case Summary: Case 00847700: PRES de l'Université de Lorraine - Bug ZCS-6022 update? 
Case Severity Level: Severity-4 
Case Status: New 
Case Owner: [ mailto:vdhande at zimbra.com | Caution: EmailHosting.cloud has detected a possible phishing attempt from "zimbra.com" claiming to be vdhxxde at zimbra.com ] 

Product: 
Product: 
Version: 
Comment: 

Account: 
Account Name: PRES de l'Université de Lorraine 
Support Level: Premier 
Contact Name: XXXXXX YYYYY 
Contact Email: [ mailto:zimbra-contact at univ-lorraine.fr | xxxxxxxxx at univ-lorraine.fr ] 
Last Modified Date: 6/11/2019 
Last Modified By: Vivek Dhande 

Case Description: 
Hello, 

We're seeing a lot of these messages in mailbox.log. We're running ZCS 
8.8.11 P4. 

2019-06-11 08:56:38,142 INFO [Mobile] 
[ [ mailto:name=xxxxxine.dalxxxi at univ-lorraine.fr;mid=541;oip=194.167.211.10;port=46050;ua=ZimbraWebClient | name=xxxxxine.dalxxxi at univ-lorraine.fr;mid=541;oip=194.167.211.10;port=46050;ua=ZimbraWebClient ] 
- FF67 (Win)/8.8.11_GA_3787;soapId=9739323;] index - Caught 
ServiceException trying to compare ZimbraHit 
{"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] 
Demande de formation en étant salarié","fr":"Bonjour, Je me permets de 
vous envoyer ce mail puisque je vais faire une demande de formation 
auprès de votre université, et je suis salarié 
...","cm":true,"e":[{"a": [ mailto:Alexxxxxxlix at consuel.com | Caution: EmailHosting.cloud has detected a possible phishing attempt from "consuel.com" claiming to be "Alexxxxxxlix at consuel.com" ] ,"d":"Alexandre","p":"Alexandre 
ALIX","t":"f"}],"sf":"1"} to ZimbraHit 
{"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] 
Demande validation d'exonération partielle dans mon compte","fr":"Je 
m'appelle karamoko SOXXXA, j'ai été accepté dans votre université pour 
l'année académique 2019/2020 de la formation DUT génie électrique et 
...","cm":true,"e":[{"a": [ mailto:karamxxxxxxxba12 at gmail.com | Caution: EmailHosting.cloud has detected a possible phishing attempt from "gmail.com" claiming to be "karamxxxxxxxba12 at gmail.com" ] ,"d":"Karamoko","p":"Karamoko 
Sogoba","t":"f"}],"sf":"1"} 

Apparently, this is your internal bug ZCS-6022. Can you please provide 
current resolution status for this bug and steps to disable the logging 
of these lines (as we for sure don't want any of these personal 
informations being recorded in our logs) ? 

Regards, 
Frédéric. 

-- 
Cordialement, 

Frédéric Nass 
Equipe Messagerie, 
Université de Lorraine. 

Last Case Comment: 





-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.zetalliance.org/pipermail/users_lists.zetalliance.org/attachments/20200427/ea5e54bf/attachment.html>

More information about the Users mailing list