# Incoming emails: some parts are deleted

**URL:** <https://community.zammad.org/t/incoming-emails-some-parts-are-deleted/8246>\
**Category:** Technical assistance\
**Created:** [December 9, 2021, 3:27pm UTC](https://community.zammad.org/t/incoming-emails-some-parts-are-deleted/8246 "2021-12-09T15:27:40Z")\
**Posts on this page:** 17\
**Page:** 1

<div class="post-metadata">

**Author:** ![uli-heller](https://community.zammad.org/user_avatar/community.zammad.org/uli-heller/32/180_2.png) [@uli-heller](https://community.zammad.org/u/uli-heller)\
**Post date:** [December 9, 2021, 3:27pm UTC](https://community.zammad.org/t/incoming-emails-some-parts-are-deleted/8246/1 "2021-12-09T15:27:40Z")

</div>

### Infos:

- Used Zammad version: 5.0.3
- Used Zammad installation type: source
- Operating system: ubuntu-20.04
- Browser + version: chrome 96

### Expected behavior:

- Incoming mail is stored unmodified

### Actual behavior:

- Incoming mail is stored modified

### Steps to reproduce the behavior:

- Send a HTML mail to zammad
- Look at the response
- Some parts are missing
- Others are modified

Initially, I thought these were due to html sanitation and/or due length limits. But somehow, it is different.

This is part of the email:

 ![image](https://community.zammad.org/uploads/default/original/2X/f/f95e9e6b267d910c95539c23e1dcca93d596972c.png)

This is the view within zammad:

 ![image](https://community.zammad.org/uploads/default/original/2X/2/2fa1e47325659b24ad548d25d2aa98a3af3e97e4.png)

Please note:

- “Holen:17” looks scrambled
- The code block terminates at “Holen:29” within zammad
- The code block is much longer within the email

---

<div class="post-metadata">

**Author:** ![MrGeneration](https://community.zammad.org/user_avatar/community.zammad.org/mrgeneration/32/9260_2.png) [@MrGeneration](https://community.zammad.org/u/MrGeneration)\
**Post date:** [January 10, 2022, 3:29pm UTC](https://community.zammad.org/t/incoming-emails-some-parts-are-deleted/8246/2 "2022-01-10T15:29:40Z")

</div>

Anything special HTML code wise?  
Possibly this may be due to coloring that goes wrong.

If the content that Zammad imported still there or is it entirely gone?  
Is this a vanilla installation without any modifications to it’s code?

---

<div class="post-metadata">

**Author:** ![uli-heller](https://community.zammad.org/user_avatar/community.zammad.org/uli-heller/32/180_2.png) [@uli-heller](https://community.zammad.org/u/uli-heller)\
**Post date:** [January 10, 2022, 3:51pm UTC](https://community.zammad.org/t/incoming-emails-some-parts-are-deleted/8246/3 "2022-01-10T15:51:30Z")

</div>

@MrGeneration Thanks for looking into this. I think I do have the email available which I sent to zammad and for which the input got truncated. Shall I provide it?

---

<div class="post-metadata">

**Author:** ![MrGeneration](https://community.zammad.org/user_avatar/community.zammad.org/mrgeneration/32/9260_2.png) [@MrGeneration](https://community.zammad.org/u/MrGeneration)\
**Post date:** [February 25, 2022, 1:03pm UTC](https://community.zammad.org/t/incoming-emails-some-parts-are-deleted/8246/4 "2022-02-25T13:03:25Z")

</div>

That would be great.  
Send a mail to `support [at] zammad [dot] com` and say it’s for “Marcel” - please also reference this thread.

---

<div class="post-metadata">

**Author:** ![uli-heller](https://community.zammad.org/user_avatar/community.zammad.org/uli-heller/32/180_2.png) [@uli-heller](https://community.zammad.org/u/uli-heller)\
**Post date:** [March 29, 2022, 6:07am UTC](https://community.zammad.org/t/incoming-emails-some-parts-are-deleted/8246/5 "2022-03-29T06:07:37Z")

</div>

Any update here? I’ve provided emails weeks/months before…

---

<div class="post-metadata">

**Author:** ![MrGeneration](https://community.zammad.org/user_avatar/community.zammad.org/mrgeneration/32/9260_2.png) [@MrGeneration](https://community.zammad.org/u/MrGeneration)\
**Post date:** [March 29, 2022, 11:54am UTC](https://community.zammad.org/t/incoming-emails-some-parts-are-deleted/8246/6 "2022-03-29T11:54:54Z")

</div>

I did reply and tell you that I currently am missing time ressources.  
No ETA sorry.

---

<div class="post-metadata">

**Author:** ![uli-heller](https://community.zammad.org/user_avatar/community.zammad.org/uli-heller/32/180_2.png) [@uli-heller](https://community.zammad.org/u/uli-heller)\
**Post date:** [March 29, 2022, 12:33pm UTC](https://community.zammad.org/t/incoming-emails-some-parts-are-deleted/8246/7 "2022-03-29T12:33:10Z")

</div>

OK, I got the reply. Just thought that “currently” might be over. So probably it will take a few more months to fix and this thread will be closed after 4 months and the topic will be forgotten later on. A little bit frustrating since providing all the info took some effort.

---

<div class="post-metadata">

**Author:** ![MrGeneration](https://community.zammad.org/user_avatar/community.zammad.org/mrgeneration/32/9260_2.png) [@MrGeneration](https://community.zammad.org/u/MrGeneration)\
**Post date:** [March 29, 2022, 1:48pm UTC](https://community.zammad.org/t/incoming-emails-some-parts-are-deleted/8246/8 "2022-03-29T13:48:44Z")

</div>

Can you please confirm that you want me to ignore my working hours, ignore paying customers over community users, no longer take (already short) vacations and also have another burnout?

---

<div class="post-metadata">

**Author:** ![uli-heller](https://community.zammad.org/user_avatar/community.zammad.org/uli-heller/32/180_2.png) [@uli-heller](https://community.zammad.org/u/uli-heller)\
**Post date:** [March 29, 2022, 2:02pm UTC](https://community.zammad.org/t/incoming-emails-some-parts-are-deleted/8246/9 "2022-03-29T14:02:26Z")

</div>

No, I don’t. But I work roughly 80 hours per week, too. So delivering requested information is quite some effort and it is frustrating not seeing them being used. But never mind, nobody is perfect!

---

<div class="post-metadata">

**Author:** ![MrGeneration](https://community.zammad.org/user_avatar/community.zammad.org/mrgeneration/32/9260_2.png) [@MrGeneration](https://community.zammad.org/u/MrGeneration)\
**Post date:** [March 29, 2022, 9:00pm UTC](https://community.zammad.org/t/incoming-emails-some-parts-are-deleted/8246/10 "2022-03-29T21:00:56Z")

</div>

There you go, thank you for your patience.

> <https://github.com/zammad/zammad/issues/4039>
>
> \<!--
> Hi there - thanks for filing an issue. Please ensure the following things …before creating an issue - thank you! 🤓
> 
> Since november 15th we handle all requests, except real bugs, at our community board.
> Full explanation: https://community.zammad.org/t/major-change-regarding-github-issues-community-board/21
> 
> Please post:
> \- Feature requests
> \- Development questions
> \- Technical questions
> 
> on the board -\> https://community.zammad.org !
> 
> 
> If you think you hit a bug, please continue:
> \- Search existing issues and the CHANGELOG.md for your issue - there might be a solution already
> \- Make sure to use the latest version of Zammad if possible
> \- Add the \`log/production.log\` file from your system. Attention: Make sure no confidential data is in it!
> \- Please write the issue in english
> \- Don't remove the template - otherwise we will close the issue without further comments
> \- Ask questions about Zammad configuration and usage at our mailinglist. See: https://zammad.org/participate
> 
> Note: We always do our best. Unfortunately, sometimes there are too many requests and we can't handle everything at once. If you want to prioritize/escalate your issue, you can do so by means of a support contract (see https://zammad.com/pricing#selfhosted).
> 
> \* The upper textblock will be removed automatically when you submit your issue \*
> \--\>
> 
> \### Infos:
> 
> \* Used Zammad version: stable 5.1
> \* Installation method (source, package, ..): any
> \* Operating system: any
> \* Database + version: any
> \* Elasticsearch version: any
> \* Browser + version: any
> \* The used mail client for verification was Roundcube v1.5.2 - Thunderbird was said to be "working". It is unknown how below code is being pasted. (This may technically play it's role)
> \* This issue was originally found by "uli-heller" from our community: https://community.zammad.org/t/incoming-emails-some-parts-are-deleted/8246
> 
> 
> \### Expected behavior:
> 
> Zammad does not swallow text parts.
> 
> 
> \### Actual behavior:
> 
> Zammad partly removes text passages in specific situations.
> In this sample html sanitizing seems to find its victim in \`\<pre\>\<code\>\</code\>\</pre\>\` constructs:
> 
> !\[image\](https://user-images.githubusercontent.com/6549061/160705511-2178a9a0-7682-4990-97ba-95f7132c608b.png)
> 
> The content \*is not\* lost in raw articles but ticket articles only.
> 
> Here's a affected mail your can import for verification your self.
> The constructed version of me does not contain some parameters - they didn't seem to matter.
> For completness: 
> \`\`\`
> \<pre style=3D"font-size: 1em; font-family: Consolas, Inconsolata, Courier, =
> monospace; line-height: 1.2em; margin: 1.2em 0px;"\>\<code style=3D"font-size=
> : 0.85em; font-family: Consolas, Inconsolata, Courier, monospace; margin: 0=
> px 0.15em; padding: 0.5em 0.7em; white-space: pre; border: 1px solid #ccccc=
> c; background-color: #f8f8f8; border-radius: 3px; display: block !important=
> ; overflow: auto;"\>
> \`\`\`
> 
> \`\`\`
> MIME-Version: 1.0
> Content-Type: multipart/alternative;
> boundary="=\_e2d4c04609c2d7bd8a014063cc6120fa"
> Date: Tue, 29 Mar 2022 22:44:52 +0200
> From: Community Verify \<community-verify@zammad-hosting.com\>
> To: jdoe@exmaple.com
> Subject: Test
> User-Agent: Roundcube Webmail (THA)
> Message-ID: \<98a70575b3edfb20d543d57c7bcb982d@zammad-hosting.com\>
> X-Sender: community-verify@zammad-hosting.com
> Organization: Zammad GmbH
> 
> \--=\_e2d4c04609c2d7bd8a014063cc6120fa
> Content-Transfer-Encoding: 8bit
> Content-Type: text/plain; charset=UTF-8;
> format=flowed
> 
> 
> 
> Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod 
> tempor incididunt ut labore et dolore magna aliqua. Integer malesuada 
> nunc vel risus commodo viverra. In aliquam sem fringilla ut. Enim sed 
> faucibus turpis in eu mi bibendum neque egestas. Quis auctor elit sed 
> vulputate mi sit amet mauris. Duis tristique sollicitudin nibh sit amet 
> commodo nulla facilisi nullam. Egestas sed sed risus pretium quam. 
> Maecenas sed enim ut sem. Id leo in vitae turpis massa sed elementum 
> tempus. Tincidunt lobortis feugiat vivamus at. Commodo odio aenean sed 
> adipiscing. Massa id neque aliquam vestibulum morbi blandit. Mauris 
> cursus mattis molestie a. Morbi non arcu risus quis varius quam quisque 
> id. Volutpat consequat mauris nunc congue nisi vitae suscipit. Aliquet 
> eget sit amet tellus cras adipiscing enim.
> 
> Viverra suspendisse potenti nullam ac tortor vitae. Et pharetra pharetra 
> massa massa. Amet nisl suscipit adipiscing bibendum est ultricies 
> integer quis auctor. Vestibulum morbi blandit cursus risus at ultrices. 
> Malesuada nunc vel risus commodo viverra maecenas. Dictum at tempor 
> commodo ullamcorper. Purus gravida quis blandit turpis cursus in hac 
> habitasse platea. Felis bibendum ut tristique et egestas. Augue lacus 
> viverra vitae congue eu consequat ac felis. Nunc eget lorem dolor sed 
> viverra ipsum nunc aliquet. Ullamcorper velit sed ullamcorper morbi 
> tincidunt ornare massa eget. Est ultricies integer quis auctor elit sed.
> 
> apt-get update
> Get:1 http://security.ubuntu.com/ubuntu focal-security InRelease \[114 
> kB\]
> Hit:2 http://de.archive.ubuntu.com/ubuntu focal InRelease
> Hit:3 http://de.archive.ubuntu.com/ubuntu focal-updates InRelease
> Get:4 http://10.10.21.205:3207/dprepo/ubuntu experimental/20.04\_x86\_64/ 
> InRelease \[3820 B\]
> Hit:5 http://de.archive.ubuntu.com/ubuntu focal-backports InRelease
> Get:6 http://10.10.21.205:3207/dprepo/ubuntu 20.04\_x86\_64/ InRelease 
> \[3781 B\]
> Get:7 http://10.10.21.205:3207/dprepo/ubuntu experimental/20.04\_x86\_64/ 
> Sources \[2710 B\]
> Get:8 http://10.10.21.205:3207/dprepo/ubuntu experimental/20.04\_x86\_64/ 
> Packages \[6507 B\]
> Get:9 http://10.10.21.205:3207/dprepo/ubuntu 20.04\_x86\_64/ Sources \[9066 
> B\]
> Get:10 http://10.10.21.205:3207/dprepo/ubuntu 20.04\_x86\_64/ Packages 
> \[23.8 kB\]
> Get:11 http://security.ubuntu.com/ubuntu focal-security/main amd64 
> DEP-11 Metadata \[40.6 kB\]
> Get:12 http://security.ubuntu.com/ubuntu focal-security/universe amd64 
> DEP-11 Metadata \[66.3 kB\]
> Get:13 http://security.ubuntu.com/ubuntu focal-security/multiverse amd64 
> DEP-11 Metadata \[2464 B\]
> Fetched 273 kB in 1s (288 kB/s)
> Reading package lists...
> Batterie-Status prüfen
> Reading package lists...
> Building dependency tree...
> 
> Semper eget duis at tellus at urna. Enim diam vulputate ut pharetra sit 
> amet aliquam id diam. Sollicitudin tempor id eu nisl nunc. Amet justo 
> donec enim diam vulputate ut pharetra sit. Massa tempor nec feugiat nisl 
> pretium fusce id velit ut. Semper feugiat nibh sed pulvinar proin 
> gravida hendrerit lectus. Convallis posuere morbi leo urna molestie at 
> elementum eu. Blandit aliquam etiam erat velit scelerisque in. Nisl 
> tincidunt eget nullam non nisi est sit amet facilisis. In hendrerit 
> gravida rutrum quisque non tellus orci. Et leo duis ut diam quam. Quis 
> hendrerit dolor magna eget. Magna eget est lorem ipsum. Sit amet 
> volutpat consequat mauris nunc congue nisi vitae. Diam maecenas 
> ultricies mi eget. Enim tortor at auctor urna.
> 
> Nam at lectus urna duis convallis convallis tellus id interdum. Id 
> aliquet lectus proin nibh nisl condimentum id. Vel elit scelerisque 
> mauris pellentesque pulvinar pellentesque habitant. Vitae tortor 
> condimentum lacinia quis vel eros. Dolor morbi non arcu risus quis 
> varius. Nec nam aliquam sem et tortor consequat. Sagittis orci a 
> scelerisque purus. Ultricies mi eget mauris pharetra et. Ut aliquam 
> purus sit amet luctus venenatis lectus magna. Lectus vestibulum mattis 
> ullamcorper velit sed ullamcorper morbi. Eu consequat ac felis donec et. 
> Imperdiet dui accumsan sit amet nulla facilisi morbi tempus. Non odio 
> euismod lacinia at quis risus. Est ullamcorper eget nulla facilisi etiam 
> dignissim diam. Lectus sit amet est placerat. Lectus magna fringilla 
> urna porttitor rhoncus dolor purus. Nec feugiat in fermentum posuere 
> urna nec tincidunt praesent. Egestas quis ipsum suspendisse ultrices 
> gravida dictum fusce. Volutpat sed cras ornare arcu dui vivamus.
> 
> Quam viverra orci sagittis eu volutpat odio. Egestas sed tempus urna et 
> pharetra pharetra massa massa ultricies. Sagittis nisl rhoncus mattis 
> rhoncus urna neque viverra. Gravida dictum fusce ut placerat orci nulla 
> pellentesque dignissim. Feugiat nibh sed pulvinar proin gravida 
> hendrerit lectus. Molestie ac feugiat sed lectus vestibulum mattis. Sit 
> amet purus gravida quis blandit. Massa vitae tortor condimentum lacinia. 
> Ultricies lacus sed turpis tincidunt id aliquet. Rhoncus urna neque 
> viverra justo nec ultrices. Vulputate odio ut enim blandit volutpat 
> maecenas volutpat. Lorem sed risus ultricies tristique.
> 
> \-- 
> My amazing company
> \--=\_e2d4c04609c2d7bd8a014063cc6120fa
> Content-Transfer-Encoding: quoted-printable
> Content-Type: text/html; charset=UTF-8
> 
> \<html\>\<head\>\<meta http-equiv=3D"Content-Type" content=3D"text/html; charset=
> =3DUTF-8" /\>\</head\>\<body style=3D'font-size: 10pt'\>
> \<p\>Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod =
> tempor incididunt ut labore et dolore magna aliqua. Integer malesuada nunc =
> vel risus commodo viverra. In aliquam sem fringilla ut. Enim sed faucibus t=
> urpis in eu mi bibendum neque egestas. Quis auctor elit sed vulputate mi si=
> t amet mauris. Duis tristique sollicitudin nibh sit amet commodo nulla faci=
> lisi nullam. Egestas sed sed risus pretium quam. Maecenas sed enim ut sem=
> =2E Id leo in vitae turpis massa sed elementum tempus. Tincidunt lobortis f=
> eugiat vivamus at. Commodo odio aenean sed adipiscing. Massa id neque aliqu=
> am vestibulum morbi blandit. Mauris cursus mattis molestie a. Morbi non arc=
> u risus quis varius quam quisque id. Volutpat consequat mauris nunc congue =
> nisi vitae suscipit. Aliquet eget sit amet tellus cras adipiscing enim.\</p\>
> \<p\>Viverra suspendisse potenti nullam ac tortor vitae. Et pharetra pharetra=
> massa massa. Amet nisl suscipit adipiscing bibendum est ultricies integer =
> quis auctor. Vestibulum morbi blandit cursus risus at ultrices. Malesuada n=
> unc vel risus commodo viverra maecenas. Dictum at tempor commodo ullamcorpe=
> r. Purus gravida quis blandit turpis cursus in hac habitasse platea. Felis =
> bibendum ut tristique et egestas. Augue lacus viverra vitae congue eu conse=
> quat ac felis. Nunc eget lorem dolor sed viverra ipsum nunc aliquet. Ullamc=
> orper velit sed ullamcorper morbi tincidunt ornare massa eget. Est ultricie=
> s integer quis auctor elit sed.\</p\>
> \<pre\>\<code\>apt-get update
> Get:1 http://security.ubuntu.com/ubuntu focal-security InRelease \[114 kB\]
> Hit:2 http://de.archive.ubuntu.com/ubuntu focal InRelease
> Hit:3 http://de.archive.ubuntu.com/ubuntu focal-updates InRelease
> Get:4 http://10.10.21.205:3207/dprepo/ubuntu experimental/20.04\_x86\_64/ InR=
> elease \[3820 B\]
> Hit:5 http://de.archive.ubuntu.com/ubuntu focal-backports InRelease
> Get:6 http://10.10.21.205:3207/dprepo/ubuntu 20.04\_x86\_64/ InRelease \[3781 =
> B\]
> Get:7 http://10.10.21.205:3207/dprepo/ubuntu experimental/20.04\_x86\_64/ Sou=
> rces \[2710 B\]
> Get:8 http://10.10.21.205:3207/dprepo/ubuntu experimental/20.04\_x86\_64/ Pac=
> kages \[6507 B\]
> Get:9 http://10.10.21.205:3207/dprepo/ubuntu 20.04\_x86\_64/ Sources \[9066 B\]
> Get:10 http://10.10.21.205:3207/dprepo/ubuntu 20.04\_x86\_64/ Packages \[23.8 =
> kB\]
> Get:11 http://security.ubuntu.com/ubuntu focal-security/main amd64 DEP-11 M=
> etadata \[40.6 kB\]
> Get:12 http://security.ubuntu.com/ubuntu focal-security/universe amd64 DEP-=
> 11 Metadata \[66.3 kB\]
> Get:13 http://security.ubuntu.com/ubuntu focal-security/multiverse amd64 DE=
> P-11 Metadata \[2464 B\]
> Fetched 273 kB in 1s (288 kB/s)
> Reading package lists...
> Batterie-Status pr&uuml;fen
> Reading package lists...
> Building dependency tree...\</code\>\</pre\>
> \<p\>Semper eget duis at tellus at urna. Enim diam vulputate ut pharetra sit =
> amet aliquam id diam. Sollicitudin tempor id eu nisl nunc. Amet justo donec=
> enim diam vulputate ut pharetra sit. Massa tempor nec feugiat nisl pretium=
> fusce id velit ut. Semper feugiat nibh sed pulvinar proin gravida hendreri=
> t lectus. Convallis posuere morbi leo urna molestie at elementum eu. Blandi=
> t aliquam etiam erat velit scelerisque in. Nisl tincidunt eget nullam non n=
> isi est sit amet facilisis. In hendrerit gravida rutrum quisque non tellus =
> orci. Et leo duis ut diam quam. Quis hendrerit dolor magna eget. Magna eget=
> est lorem ipsum. Sit amet volutpat consequat mauris nunc congue nisi vitae=
> =2E Diam maecenas ultricies mi eget. Enim tortor at auctor urna.\</p\>
> \<p\>Nam at lectus urna duis convallis convallis tellus id interdum. Id aliqu=
> et lectus proin nibh nisl condimentum id. Vel elit scelerisque mauris pelle=
> ntesque pulvinar pellentesque habitant. Vitae tortor condimentum lacinia qu=
> is vel eros. Dolor morbi non arcu risus quis varius. Nec nam aliquam sem et=
> tortor consequat. Sagittis orci a scelerisque purus. Ultricies mi eget mau=
> ris pharetra et. Ut aliquam purus sit amet luctus venenatis lectus magna. L=
> ectus vestibulum mattis ullamcorper velit sed ullamcorper morbi. Eu consequ=
> at ac felis donec et. Imperdiet dui accumsan sit amet nulla facilisi morbi =
> tempus. Non odio euismod lacinia at quis risus. Est ullamcorper eget nulla =
> facilisi etiam dignissim diam. Lectus sit amet est placerat. Lectus magna f=
> ringilla urna porttitor rhoncus dolor purus. Nec feugiat in fermentum posue=
> re urna nec tincidunt praesent. Egestas quis ipsum suspendisse ultrices gra=
> vida dictum fusce. Volutpat sed cras ornare arcu dui vivamus.\</p\>
> \<p\>Quam viverra orci sagittis eu volutpat odio. Egestas sed tempus urna et =
> pharetra pharetra massa massa ultricies. Sagittis nisl rhoncus mattis rhonc=
> us urna neque viverra. Gravida dictum fusce ut placerat orci nulla pellente=
> sque dignissim. Feugiat nibh sed pulvinar proin gravida hendrerit lectus. M=
> olestie ac feugiat sed lectus vestibulum mattis. Sit amet purus gravida qui=
> s blandit. Massa vitae tortor condimentum lacinia. Ultricies lacus sed turp=
> is tincidunt id aliquet. Rhoncus urna neque viverra justo nec ultrices. Vul=
> putate odio ut enim blandit volutpat maecenas volutpat. Lorem sed risus ult=
> ricies tristique.\</p\>
> \<div id=3D"signature"\>
> \<div class=3D"pre" style=3D"margin: 0; padding: 0; font-family: monospace"\>=
> \<span class=3D"sig"\>--&nbsp;\<br /\>My amazing company\</span\>\</div\>
> \</div\>
> \</body\>\</html\>
> 
> \--=\_e2d4c04609c2d7bd8a014063cc6120fa--
> \`\`\`
> 
> 
> \### Steps to reproduce the behavior:
> 
> \* Import above sample and check the original (before import) with the imported article in Zammad
> 
> Yes I'm sure this is a bug and no feature request or a general question.

I’ll be removing the ticket you created within the next 2-3 days for GPDR reasons.

---

<div class="post-metadata">

**Author:** ![awedor](https://community.zammad.org/letter_avatar_proxy/v4/letter/a/7c8e57/32.png) [@awedor](https://community.zammad.org/u/awedor)\
**Post date:** [March 30, 2022, 10:00am UTC](https://community.zammad.org/t/incoming-emails-some-parts-are-deleted/8246/11 "2022-03-30T10:00:49Z")

</div>

Please don’t forget that this is a user help users forum for the free community edition of Zammad. You have no right to demand anything from employees of Zammad unless you have a paid support subscription. It’s very nice of Marcel to participate actively in the forums but if he doesn’t have the time you will have to be patient or subscribe to a paid support plan on [zammad.com](http://zammad.com) that gives you 6 hours reaction time.

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**Author:** ![uli-heller](https://community.zammad.org/user_avatar/community.zammad.org/uli-heller/32/180_2.png) [@uli-heller](https://community.zammad.org/u/uli-heller)\
**Post date:** [March 30, 2022, 10:32am UTC](https://community.zammad.org/t/incoming-emails-some-parts-are-deleted/8246/12 "2022-03-30T10:32:08Z")

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Hey @awedor ,

I do understand this and I am very thankful. I just got a bit disappointed by being asked to provide some info which I collected and then being noted that there is no time available to look into it. Why ask for the info at all?

On the other hand: I think I detected a real bug. Emails provided by customers show up truncated within zammad. Isn’t the detection of this something beneficial for Zammad, too?

Here it looks like this:

- A: Some people look into Zammad and complain about stupid customers not providing even basic error descriptions - sometimes they do even tell this the customers (… using polite words)
- B: When I double-check the emails provided by the customers, the information is there
- C: So asking the customers to provide the missing information looks strange to these since they already provided it, it just doesn’t show up within zammad

It was quite some effort/pain to detect the issue and to reproduce it and to narrow it down to simple mails.

I’ll try to ask my team how we can support your work financially. I fear paying for the self-hosted option is a bit too expensive for us - we are a very small business.

Thx, Uli

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**Author:** ![awedor](https://community.zammad.org/letter_avatar_proxy/v4/letter/a/7c8e57/32.png) [@awedor](https://community.zammad.org/u/awedor)\
**Post date:** [March 30, 2022, 11:04am UTC](https://community.zammad.org/t/incoming-emails-some-parts-are-deleted/8246/13 "2022-03-30T11:04:01Z")

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Just for clarification: I am just a user like you, I am not affiliated with Zammad in any way.

I understand your disappointment that you didn’t get a solution, but your tone got very demanding and that is not OK for free software. I think many of us work a lot and times are hard right now and have been for the last two years for all of us. Let’s not forget to be kind and understanding with each other and not make our days worse than they already are 🙂

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**Author:** ![MrGeneration](https://community.zammad.org/user_avatar/community.zammad.org/mrgeneration/32/9260_2.png) [@MrGeneration](https://community.zammad.org/u/MrGeneration)\
**Post date:** [March 30, 2022, 1:26pm UTC](https://community.zammad.org/t/incoming-emails-some-parts-are-deleted/8246/14 "2022-03-30T13:26:31Z")

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There are many options on how you can support / contribute to Zammad.  
The least “pressure” one (sorry for that bad wording haha) would be either:

- a support contract -or-
- using SaaS offering vom [zammad.com](http://zammad.com)

Both above options have the “side effect” that you get business grade support according to our SLAs and prioritized issue solving if you’re affected. I understand that support contracts can be a bit much per year for small instances or companies.

The second money path is a donation to the Zammad foundation. The foundation actually legally owns the code to ensure that the Zammad GmbH does not turn Zammad from Open Source into closed source. (This happened with OTRS, leassons learned) - you can find more information here:

> **[Donate](https://zammad-foundation.org/donate/)**
>
> A charitable Open Source software organization founded by Martin Edenhofer

The third money path would be sponsoring core functions. However, to be fair, if option one is barely a possibility for you (and no one judges here) then sponsoring probably isn’t the right thing as well, they can get quite expensive.

* * *

So now to everything that actually doesn’t involve money, but your precious time.  
Contributing to Zammads Community helps a lot this includes but is not limitted to:

- translating Zammad and it’s comoponents at [https://translations.zammad.org](https://translations.zammad.org)
- helping other users here on this Community board (Let’s be honest, my reaction time is getting worse month by month and this is not what this Community deserves)
- contribution to our communities - no matter if you add missing parts (and there is stuff missing 🙈 ) or if it’s just correcting e.g. typos
- contribution to Zammad code (e.g. fixing bugs, pull requests)

There’s surely more things one can do, but these things are those that instantly come to mind. Community contributions help a lot and are much appreciated.

I hope that gives you some options. 🙂

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<div class="post-metadata">

**Author:** ![uli-heller](https://community.zammad.org/user_avatar/community.zammad.org/uli-heller/32/180_2.png) [@uli-heller](https://community.zammad.org/u/uli-heller)\
**Post date:** [March 30, 2022, 1:51pm UTC](https://community.zammad.org/t/incoming-emails-some-parts-are-deleted/8246/15 "2022-03-30T13:51:32Z")

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Thx, I’m trying to get a support contract. And I’ve asked a collegue of mine to provide some of the missing translations which she found.

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<div class="post-metadata">

**Author:** ![uli-heller](https://community.zammad.org/user_avatar/community.zammad.org/uli-heller/32/180_2.png) [@uli-heller](https://community.zammad.org/u/uli-heller)\
**Post date:** [April 21, 2022, 5:53pm UTC](https://community.zammad.org/t/incoming-emails-some-parts-are-deleted/8246/16 "2022-04-21T17:53:31Z")

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There is a fix available now within the stable branch. The fix works for me. Thx a lot! Best regards, Uli

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<div class="post-metadata">

**Author:** ![system](https://community.zammad.org/uploads/default/original/1X/5c5afaea2d23f811dbec33cd4edb02fa29d3262f.png) [@system](https://community.zammad.org/u/system)\
**Post date:** [August 19, 2022, 5:53pm UTC](https://community.zammad.org/t/incoming-emails-some-parts-are-deleted/8246/17 "2022-08-19T17:53:49Z")

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