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Where to find case ticket?

Hi,
When I enter a case on behalf of someone who doesn't have a user account, where Can I find the ticket (eg. 123_ABCDEF) they need to know to view the status?
Can it be sent to them automatically?
me
Monday, January 16, 2006
 
 
The easiest thing to do is to send an email into the system and set the From address (outlook and most mailers allow you to do this) as the person who is submitting the case.  For security reasons, only cases which are actual correspondence between a customer and you will have a valid ticket, so only cases that were opened via email or via the public submission form are like this.

Alternatively you could log off and enter the case via the public submission method if the project settings allow for public submission.

If you already have a case that came in via email and the customer lost the ticket or they never got the autoreply, you can create a snippet with the text {ticketurl} in it, and then send them an email and use the snippet in the email.  At the time you use the snippet, {ticketurl} will be translated into a link to the ticket page if there is a valid ticket.
Michael H. Pryor Send private email
Monday, January 16, 2006
 
 
Hi me,

<shameless-plug>
If you're not wanting to turn on auto-responding to emails or send an email from FogBugz you could use CaseDetective for FogBugz (http://www.casedetective.com) to lookup the full Ticket ID.

As long as the case was created via an email from the customer a Ticket ID will always be created.
</shameless-plug>

Be careful not to create a case via your own email address and pass that Ticket ID on, as that would give access to all cases you might have emailed in, instead of theirs.
Ian M. Jones Send private email
Tuesday, January 17, 2006
 
 

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