A forum for technical support discussion related to Fogbugz.
I like that there is a way to send email about a bug case... but I'm confused by it. I hit Send email and the To: field is blank. I want the email to go to the person who submitted the bug. Typing their name doesn't work. So I have to figure out what their email address is even though fogbugz knows this info?
Also, how does it pick the Reply address? When I tried it just now, it picked the top mailbox in our list of mailboxes, but that mailbox was totally unrelated to the case in question. It may still work... don't know yet... but that email address certianly confused the person getting the email.
So when the user replied to the email, it looks like the automated email checker grabbed the reply and reassigned the bug based on that project. So now the bug just vanished from my list.
If there is a FROM address associated with a case you just hit 'Reply' and it will fill in the To: field. If there is none, you have to hit 'Email', and fill one in. If you hit 'Send Email' (very top of screen) this creates a new case. In both the 'Email' and 'Send Email' there is no known email address to put in the To: field, so I'm not sure what you mean.
This is also why it doesn't know what From field to use.. because the case never came in through a specific mailbox. If it had, it would know how to set the From field.
If you close the bug, it is assigned to the user CLOSED. If someone replies, it is reassigned to the person the mailbox has been set to assign it to.
If you don't want that to happen, don't close the case.
If I have a case and it it is submitted by user BLABLA and I hit Email... I expect that the email will go to BLABLA. That is what should go into the "To:" field. The email address is known by FogBugz (hover of their name in the case and it shows it).
I don't know what From field to use either! Clearly the default one isn't the right one. It just ended up vanishing my bug when they replied. Why does it need a reply field at all? Shouldn't it just reply to whatever it is that'll cause the email to be appened to the case properly? Why should a user have to understand some technical details of how the mailboxes are configured (and who's configuration may have changed at any time for other reasons) to make this work?
I don't quite follow the design logic here... seems I have to think quite a bit to get an email to go to the right place and come back to the right place when that should all just be automatic.
I see, you want to send an email to the user the case is assigned to. In that case you should just edit the case, and the user will be notified if they have their settings set to be notified. The 'Email' button is to talk to someone who does not have a FogBugz account, such as a customer.
But that's the problem... if they don't subscribe, I can't contact them easily. I had this problem in 3.0, I'd get a bug and then edit it to add a question to get more info and never get an answer. Because they would never know about the edit. Because they didn't subscribe to the bug, and there's no way to automate subscribing.
Is there a way to do that now?
ps. Why would you email someone other than the person the case is about? I don't quite get the purpose of the thing if it's not for this.
ps... no, I didn't want to send email to the person the case was assigned to... it was assigned to me. I want to send it to the person who submitted the bug. I'm talking about the typical thing here:
You get a bug. You need more info to track it down. So you need an easy way to say "Can you tell me what wingding you had open at the time this occured?" or whatever.
I understand now. You should be using the Assign feature if there's something you want someone to tell you about a case. First, it generates an email to them to notify them, (and it tracks it in FogBugz). Second, it tells them they have a responsibility to finish (i.e. answering your question) before you can continue. It's their hot potato to deal with now.
The Email button is for if you want to contact a customer, or client who doesn't have access to FogBugz.
Okay, I get that. Though I would argue that it is less than obvious for several reasons, but that's ok.
But here's where I'm lost again.... I implemented BugScout and had it do a test bug to myself. It arrived just fine but when I view the bug there is no Email button. This is a prime example of needing to send an email to a customer, but the button doesn't exist. It does show the email address of the person I want to email to as Correspondant, but the option isn't there.
What did I miss this time?
Gotcha thanks. :)
Saturday, March 5, 2005
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