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

            Atlassian Update - 03 March 2025

            Hi,

            At Atlassian, our goal is to ensure we’re providing the best experience for our customers. With our new Data Center strategy, Atlassian's focus is on security, compliance, and performance and is a key driver in prioritizing bugs. Closing the bugs that do not fall into those categories will allow us to focus on the ones in the most current versions of our products.

            This bug is being closed due to a lack of engagement in the last four years, including no new watchers, votes, or comments; this inactivity suggests a low impact.

            We appreciate your time in submitting bugs to our product team and encourage you to continue doing so. Many features and functions in our products come from valued customers such as yourself. You can read more about our bug fix policy here and how we prioritize bugs.

            To learn more about our recent investments in Jira Service Management Data Center, please check our public roadmap and dashboards containing recently resolved issues, current work, and future plans.

            Kind regards,
            Jira Service Management Data Center

            Ishwinder Kaur added a comment - Atlassian Update - 03 March 2025 Hi, At Atlassian, our goal is to ensure we’re providing the best experience for our customers. With our new Data Center strategy, Atlassian's focus is on security, compliance, and performance and is a key driver in prioritizing bugs. Closing the bugs that do not fall into those categories will allow us to focus on the ones in the most current versions of our products. This bug is being closed due to a lack of engagement in the last four years, including no new watchers, votes, or comments; this inactivity suggests a low impact. We appreciate your time in submitting bugs to our product team and encourage you to continue doing so. Many features and functions in our products come from valued customers such as yourself. You can read more about our bug fix policy here and how we prioritize bugs. To learn more about our recent investments in Jira Service Management Data Center, please check our public roadmap and dashboards containing recently resolved issues , current work, and future plans . Kind regards, Jira Service Management Data Center

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

                Created:
                Updated:
                Resolved: