Question

I'm using fogbugz on demand, and it's not matching incoming email replies with the case the correspondent is replying to, even if the case id is in the subject.

This only seems to occur when correspondents reply to their confirmation email. When they reply to a fogbugz reply, it's filed properly.

The difference is, the confirmation email has the case number in the subject as [Case#], whereas the emails from within fogbugz have (Case Case#) in the subject.

Does fogbugz require the case number in the subject in the (Case Case#) format to be recognized?

Answer 1

The short answer is, yes, but only sort of. FogBugz searches for a number of variations on "Case: [case#]", but does not match on a number in the subject line by itself.

For example, "My subject line (Case 1234)" would try to associate that email with case #1234, but would not for a subject line like "My subject line (1234)." The reason for this is that just looking for numbers (by themselves) in the subject line would generate a large number of incorrect associations.

Has the subject line of the emails sent out by FogBugz been modified to exclude the word "case"? You can check this under Admin -> Mailboxes -> Edit Mailbox. By default, the subject line used for confirmation messages should be "Re: (Case {case}) {subject}" where {case} will be replaced with the actual case number and {subject} will be replaced with the subject line the customer used when they emailed your FogBugz address.

Answer 2

I'm also experiencing the same problem. I have updated my 'Subject' to '[Chamado #{case}] {subject}' and it's not being recognized when replying... why don't you simply use that field content as a parameter to your email parser ?!? Sort of '[Chamado #' as THE key ?

Thanks for the excellent software!