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ScoutSubmit and tickets/cases/etc

I was just playing around with creating a custom web page for submitting bugs/inquiries for one of our groups and hit a limitation of the ScoutSubmit feature. Specifically, there is no way to provide a response to the user (that I could find) which includes the ticket or case number. Ideally, I would like to have a return page that says "Thanks for submitting your bug. You can track its status at http://blah.com/fogbugz/blahblahblah". It seems like this could be accomplished by pumping the response text through the same filter you send outgoing email responses. So, I would be able to say "You can track the status at {ticketurl}".

This turns out to not be a huge problem for us, as we have decided the lack of attachment capabilities for ScoutSubmit is too limiting (we will need log files and screen shots). We plan to use email submissions for the time being, as that provides both attachments and a reply with the required info. It would be nice to see the ScoutSubmit API become as flexible as email.
Brady Duga Send private email
Tuesday, December 27, 2005
 
 
For the situation you're talking about, I think you want to use the Public Submission method (which allows for file attachments) instead of using ScoutSubmit.  They will automatically get their ticket number (just mark one of your projects as public and log off, go to fogbugz and click "new case")
Michael H. Pryor Send private email
Tuesday, December 27, 2005
 
 
Sort of. Ideally, I would like a truly custom web interface, with fewer options than I have for the public submission page. This is for use by customer service, which already has there own tracking system in place, including a knowledge base and other goodies. With more flexibility in the ScoutSubmit API, we could bridge the two systems. As I said, it's not too big a deal (we can just use email for this), but it would be nice to have the ability. And, before you ask, no, I can't move customer service over to FogBugz. I have enough pull in engineering to move us over, but that doesn't extend to customer service.
Brady Duga Send private email
Tuesday, December 27, 2005
 
 
I'd like to second Brady's initial comments. If the scout API allowed screenshots and other data to be provided as attachments and provided better feedback it would be infinitely more useful as a bug data collection mechanism.
Andrew Lighten Send private email
Tuesday, December 27, 2005
 
 
Brady,

View the public submission page, choose view->source, and save the html.  Change all the selects to hidden inputs and you can remove anything you don't want to show people.  Upload that html file somewhere on your website and direct people there to submit cases.  They won't have to type anything but the bug report!
Michael H. Pryor Send private email
Tuesday, December 27, 2005
 
 
Michael,

Interesting - I hadn't thought of doing that. Is this a supported use? As a developer, I'm a little leery of using undocumented API's - they have a tendency to change when you least expect it.
Brady Duga Send private email
Monday, January 2, 2006
 
 

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