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FB6: Delete Spam after ...

We've recently done a clean up of the cases in one of our Projects, marking many items as Spam.  That is, bulk selecting cases, scrolling to the bottom of the page, and clicking on the Spam link at the left hand side.

The setting for the relevant mailboxes is to delete spam after 7 days.  Is this seven days from the creation date of the case, or seven days from when the cases are marked as spam?

I'm guessing the latter.

Justine Lera Send private email
Monday, September 28, 2009
It's from the creation of the case.  Note that if you've edited the case in any way OTHER than just marking it as spam, I don't believe it will be deleted. (This is to prevent accidental deletion)
Michael H. Pryor Send private email
Monday, September 28, 2009
Hmm ... that's potentially a problem.

Reason being  ... all our "Mail Delivery Failed" cases were initially simply closed, and not marked as spam.  I reopened all the cases, put them in an area called "Bounces&Notifications", then marked them all as Spam using the Spam link.

But from what you're saying, this means that the cases /won't/ be deleted after seven days.  Even though they're marked as Spam.

Can you please confirm one way or the other?  We get truckloads of MDF messages, and we'd really prefer not to have them in our db permanently.

It seems odd to state in the program that a mailbox spam setting will ... "Permanently delete all spam cases after this many days. Leave blank if you never want to delete spam." when this is only conditionally the case.

(Just for the record, we'll shortly be implementing mail server filtering to stop these messages getting to FB in the first place.)
Justine Lera Send private email
Tuesday, September 29, 2009
To be more clear, those types of edits you mentioned won't affect the deletion, but if you reply or forward an email from the system, that will. 

This is to prevent a rogue customer service agent from hiding information that they don't want seen by marking a message as spam (for example someone writes in at the end of an existing support case thread and complains about them and instead of letting their boss see the message the agent marks it as spam).

It also prevents accidental deletion of valid messages.
Michael H. Pryor Send private email
Tuesday, September 29, 2009
For what it's worth, we have probably a hundred thousand bounce messages in our database with no ill effect.
Rich Armstrong Send private email
Thursday, October 1, 2009
Having just completed a major search and destroy mission on spam in the database, it looks like about 40% of our cases were Mail delivery failures/Twitter follow requests, Myspace friend requests etc etc.
Still good not have them arrive in the first place ;)

I'll be implementing my exim filters now :)

Cheers, and thanks for the help.
Justine Lera Send private email
Thursday, October 1, 2009

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