Question

The numbers of newly created cases keep jumping up by leaps and bounds. What gives?

Answer 1

If you are using FogBugz On Demand, disregard this guide and contact us.  This article is meant for Licensed FogBugz.

The FogBugz Maintenance service that runs and pulls email from your POP3 server and pushes it into FogBugz can make your case numbers skip higher and higher.  This happens when the FogBugz Maintenance service tries to publish an email to your FogBugz server and the server receives the email, but for some reason never tells FogBugz Maintenance service that it received the email OK.  The FogBugz Maintenance service then tells the FogBugz server to delete the email, because it will try again later until it successfully submits the email.  When the case is deleted, you may see case numbers skip ahead.  If this happens consistently, it is probably a result of a very large email in one of your mailboxes that can't be published because the connection keeps timing out. If FogBugz is installed on a Mac, read this.

A workaround for this is as follows:

1. Timeout

On Windows
To increase the timeout, go to Internet Information Services
Navigate to your FogBugz directory, right click it, and choose Properties.

Look for either the "Home Directory", "Virtual Directory", or "Directory" tab, depending on which one you have.

In the lower half of the tab, under Application Settings, there is a button marked Configuration. Click this.

On the Application Configuration screen, click Options. Increase the ASP Script Timeout -- you can set it to 240 or 300 or even higher.

On Unix / Mac

The following values in /etc/php.ini may have to be increased:

- max_execution_time
- max_input_time
- memory_limit
- upload_max_filesize
- post_max_size

Note that the memory_limit setting easily exceeds 20 MBytes for large cases !

2. UploadReadAheadSize (Windows only)  

FogBugz setup has a step where it increases the maximum size in bytes of a web post from the default (about 40K) to 1GB. Incoming email would be subject to this limitation. So if you somehow bypassed doing the full FogBugz setup you might still have the lower limit set.

The only way to check this is using MetaEdit, which you can download from Microsoft by clicking here.

Once you run MetaEdit you want to check the value of UploadReadAheadSize for FogBugz and see what it's set to.

Double check the UploadReadAheadSize and if it isn't already, set it to 1073741824 .