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We have a good amount of communication with our bug reporting users.

When we reply to their messages from FogBugz we usually use the Send & Close button on the basis that if the user does not reply, the bug is closed.

The problem is that the behaviour of the Send & Close is to mark the bug as Closed (fixed) even though it has not even been understood properly by our QA team.

Is there any way to change that behaviour to mark the bug as Closed (replied)?

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2 Answers

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If the case has not yet been understood by your QA team, then surely it should be an Inquiry and not a Bug at this stage? Send & Close will mark Inquiries as "Closed (Responded)". If your QA team determines that the case is indeed a valid Bug, then they could change it from an Inquiry to a Bug.

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We are aware that the Send & Close behaviour is dependent on the category of the case. However, we use a crash handler app to get bug reports from users (mainly alpha & beta testers), thus, the cases are indeed about bugs in our product, therefore it would be misleading and ineffective to put them into "inquiries". – Nicolaj Schweitz May 6 2010 at 7:10
Fair enough, I can see how you would want such cases to be bugs. – danielm May 7 2010 at 19:57
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Our usage of FogBugz splits bug reports into three parts:

  1. An email from the customer - Inquiry in the Inbox project
  2. A crash report from BugzScout - Bug in the BugzScout Reports project
  3. The actual bug that needs fixing - Bug in the ProductNameHere project

Case links and/or subcase/parent-case relationships keep these parts connected, as well as the presence of an email address in most of the crash reports.

Splitting things up makes sure that every issue gets the attention of the appropriate people. Inquiries stay in the Support department to make sure customers are paid attention to, bugs go to engineering to be fixed, and crash reports can be a resource without clogging inboxes/personal filters.

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Nice to know how others use FB. Our BugReporter is undergoing a redesign at the moment, enabling more appropriate use of the BugzScout API, to prevent clogged inboxes. We have setup our BugReporter so the user can access it from the help menu. He must choose problem type and frequency, from that we set the priority of the problem and categorise it when adding it to FB. We also have an optional text field for problem details - if blank, we close the case but keep it for investigation reference and severity assessment. We need a way to change the behaviour of the Send & Close button. – Nicolaj Schweitz May 18 2010 at 8:14
If you need to change the existing behavior, you will need to write a plugin. The plugin could hook into the case commit event (use the IPluginBugCommit interface), check for the conditions you want and if they are right, make changes to modify the status. Get started with development here and let us know if you have Qs: fogbugz.stackexchange.com/questions/2992/… – adambox♦ May 18 2010 at 14:44

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