[Users] Fwd: Re: [zimbra-contact] Case 00847700: PRES de l'Université de Lorraine - Bug ZCS-6022 update?
Frédéric Nass
frederic.nass at univ-lorraine.fr
Mon Apr 27 19:19:33 CEST 2020
Hi Randy,
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...
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.
Oh yeah I forgot... I'm being professional.
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!
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.
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.
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.
Cordialement,
Frédéric Nass
Direction du Numérique
Sous-direction Infrastructures et Services
Tél : 03.72.74.11.35
Le 27/04/2020 à 18:27, Randy Leiker a écrit :
> 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)
> <xxxxxxxxx at univ-lorraine.fr> <mailto:xxxxxxxxx at univ-lorraine.fr>
> Répondre à : Support <support at zimbra.com> <mailto:support at zimbra.com>
> Pour : xxxxxxxxx <xxxxxxxxx at univ-lorraine.fr>
> <mailto:xxxxxxxxx at univ-lorraine.fr>
> Copie à : Support <support at zimbra.com> <mailto: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: zimbra-escalation at synacor.com
> <mailto:zimbra-escalation at synacor.com>
>
> You can find solutions to common issues on our wiki:
> http://wiki.zimbra.com Satisfied customers are our top priority.
> Help us to help you! Logs and screenshots help a lot!
>
> ------------------------------------------------------------------------
> *From: *"xxxxxxxxx" <xxxxxxxxx at univ-lorraine.fr>
> <mailto:xxxxxxxxx at univ-lorraine.fr>
> *To: *"Support" <support at zimbra.com> <mailto:support at zimbra.com>
> *Cc: *"xxxxxxxxx" <xxxxxxxxx at univ-lorraine.fr>
> <mailto: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 Zimbra
> New Bug Fix / Reporting
> Process^<https://blog.zimbra.com/2018/05/zimbras-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
> *Zimbra*| A *SYNACOR* PRODUCT <https://www.zimbra.com/>
> Blog <http://blog.zimbra.com/> | Support Portal
> <https://support.zimbra.com/> | Support Offering
> <https://www.zimbra.com/support/support-offerings/>
> Manager Assistance: zimbra-escalation at synacor.com
> <mailto:zimbra-escalation at synacor.com>
> <mailto:zimbra-escalation at synacor.com><http://www.zimbra.com/>
>
> ------------------------------------------------------------------------
> *From: *"Zimbra Support" <support at zimbra.com>
> <mailto:support at zimbra.com>
> *To: *"Vixxk Dhxxde" <vdhande at zimbra.com> <mailto:vdhande at zimbra.com>
> *Cc: *"Zimbra Support" <support at zimbra.com>
> <mailto: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
> 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: Caution: EmailHosting.cloud has detected a possible
> phishing attempt from "zimbra.com" claiming to be
> vdhxxde at zimbra.com <mailto:vdhande 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: xxxxxxxxx at univ-lorraine.fr
> <mailto:zimbra-contact 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]
> [name=xxxxxine.dalxxxi at univ-lorraine.fr;mid=541;oip=194.167.211.10;port=46050;ua=ZimbraWebClient
> <mailto: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":Caution: EmailHosting.cloud has detected
> a possible phishing attempt from "consuel.com" claiming to be
> "Alexxxxxxlix at consuel.com"
> <mailto: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":Caution: EmailHosting.cloud has detected
> a possible phishing attempt from "gmail.com" claiming to be
> "karamxxxxxxxba12 at gmail.com"
> <mailto: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:
>
>
>
>
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