Question

I'm forwarding emails to FogBugz that customers write to me directly. Since I do it for many customers, if I sent them the ticketurl, they can see cases from other customers in the "Your cases section." How do I prevent this?

Answer 1

There are several ways to solve this problem:

1. Give out the single-case ticketurl:

   • FogBugz 7 - 7.3.4
     The normal ticketurl looks something like this: default.asp?1234_o7sjgmmi. "1234" is the case number, the first half (four letters in this example) after the underscore allow access to the case, and the second half allow access to all other cases from that email address.

     To remove access to the other cases, you can simply chop off the last four characters before sending the URL to the customer.

   • FogBugz 7.3.5+
     The password portion of the ticketurl is twice as long: default.asp?1234_3q147ahjpkklb0fp To remove access to the other cases, chop off the last eight characters before sending the URL to the customer.

   • FogBugz 8
     Use the new {ticket_singlecase} and {ticketurl_singlecase} placeholders which only use the shorter ticket and will not display the list of cases submitted by the same correspondent.

2. A safer solution, in FogBugz 7+ is to simply edit the correspondent of the case. If you change it to the customer's actual email address before sending the URL, they will see only their own cases, not all the cases forwarded by you from your address.

3. You can also clear the ticket URL directly for a specific case to remove it from the list if you have access.