Summary

      Due to JRA-47056, some email replies which are sent from a Zimbra client could fail to be added as a comment. In these cases, the error message in the Processing Logs is incorrect.

      It shows Message body is empty where Description field is required although Description is not required. The fact that Description is not required is also confirmed by using gmail to send an empty body email which still successfully gets added as a comment or creates a new ticket.

      Steps to Reproduce

      1. Configure SD to make sure the Description is not required
      2. Use a Zimbra client to create a request via email
      3. As an agent, reply in the request which would send a notification to the customer
      4. As the customer, reply this email with contents
      5. Check the Processing Logs

      Expected Results

      1. Original expected results is that the email will be added as a comment
      2. However, due to JRA-47056, the email will not add any comment
      3. This being said, the Processing logs should show a proper error or no errors at all

      Actual Results

      1. The Processing logs show the following incorrect error
        Message body is empty where Description field is required
        • This error is misleading

      Notes

      • Seems that not all Zimbra clients are affected by this

      Workaround

      No known workaround

            [JSDSERVER-4442] Incorrect error in Processing Logs when using Zimbra Client

            Ishwinder Kaur made changes -
            Resolution New: Low Engagement [ 10300 ]
            Status Original: Gathering Impact [ 12072 ] New: Closed [ 6 ]
            Ishwinder Kaur made changes -
            Labels Original: affects-server cqt ix ril New: affects-server cleanup-seos-fy25 cqt ix ril
            Marc Dacanay made changes -
            Labels Original: affects-server cqt ix New: affects-server cqt ix ril
            Marc Dacanay made changes -
            Remote Link New: This issue links to "Internal ticket (Web Link)" [ 954976 ]
            Bugfix Automation Bot made changes -
            Support reference count Original: 2 New: 3
            Bugfix Automation Bot made changes -
            Support reference count Original: 1 New: 2
            Delan Azabani (Inactive) made changes -
            Status Original: Needs Triage [ 10030 ] New: Gathering Impact [ 12072 ]
            Delan Azabani (Inactive) made changes -
            Labels Original: affects-server New: affects-server cqt ix
            Owen made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2304719 ] New: JAC Bug Workflow v3 [ 3126447 ]
            Status Original: Untriaged [ 11672 ] New: Needs Triage [ 10030 ]
            Owen made changes -
            Symptom Severity Original: Minor [ 14432 ] New: Severity 3 - Minor [ 15832 ]

              Unassigned Unassigned
              ywoo Yit Wei
              Affected customers:
              0 This affects my team
              Watchers:
              3 Start watching this issue

                Created:
                Updated:
                Resolved: