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Resolve-logic for incoming mail

Resolved cases come back to the person who opened them to verify the result.

But does this make sense for incoming mail? I made a new project for customer support, made a virtual user for the customer support department, assigned this virtual user as the primary contact for the customer support project and set up an email accoutn that has autosort activated and goes into this project.

I used a virtual user so that one from the group can pick up the case.

Now I tried it and resolved one of the incoming inquiries. I was surprised that the group received an email that it's there duty to check that it was resolved correctly!

This email really was sent to the email-adress that was entered for the virtual user.

Can this be?

I mean, how can FogBugz think that it would be the responsibilty of the VIRTUAL user to check something?
Wasn't that the reason that virtual users exists?

I refer to this thread:

I was very much under the impression that it would work similar for incoming email.

Is there *ANY* reason why a VIRTUAL user would have to check that something was resolved correctly?

How can I fix this?

Sunday, September 23, 2007
I think I found the problem.

Maybe I should have clicked "Solve&Close" and clicked "Solce" instead???

Monday, September 24, 2007
Since hte case was opened by a virtual user, you can simply hit Resolve & Close when you are finished with the case.
Michael H. Pryor Send private email
Monday, September 24, 2007

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