Question

During our support work some of the issues require additional information from the user. When this occur we change the case status to "Waiting for info".
Unfortunately if the customer don't get back to us - the case status remains and the case handling "stuck".

We've tried using a specific inquiry of all the cases that are waiting for a customer input sorted by date. But I'm looking for a more "intrusive" way to notify our support when a case is waiting for a long period of time (more then two weeks).

I need FogBugz to send email to our support (or change a case status to active) if it has been waiting for more then two weeks - is there a way to do that?

Answer 1

i'm nervous about contradicting db, but don't due dates and escalation reports do that?

You can edit the case and put a value in the Due field. You can also configure specific Mailboxes to automatically add a due date to cases created by incoming emails.

Users can request an escalation report (My Settings -> Options -> Escalation Reports:) that includes any cases that are late, with respect to the Due date.

We use the escalation reports here, and the Product Support guys tell me that any Case past the Due date that is not CLOSED, will be included in the report, so that would work for your Resolved: Waiting For Info Cases.

Answer 2

That functionality doesn't currently exist, but could probably be done pretty easily with a plugin that implemented IPluginDailyTask.

Without going the plugin route, you could also save a filter that you refresh each morning (e.g. something like status:"resolved (waiting for info)" resolved:"..-14d" OrderBy:"Opened"), and then select all the results (click the checkbox at the top of the grid) and use the hover menu that shows up when you rest your mouse over the title column and select "Reactivate." It's not fully automated, but it would get you most of the way there.

Answer 3

Once plugins can send email (in a future version of the architecture), a plugin could enable a customizable escalation report which could be set to email you only for cases which are "Waiting for info".