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