OK, here's a made up example that explains why someone might want to do what I'm trying to do. :-)
Company A (A) uses fogbugz internally for all development and support purposes. A's users are very good at using fogbugz to enter feature requests and bugs and editing cases.
Company B (B) is a service provider for Company A and also uses their own case management system.
Company A does not want to add friction to its staff by saying "If this is your problem, go to our internal system and create a case. If this is your problem, go to this system and create your case."
Company B does not want to add friction for its staff by saying "For all of these companies, use our internal system. For Company A use their system."
So, A & B set out to make things as simple on their staff as possible by attempting to "integrate" the two systems.
An important thing to know is all cases B need to handle for A are initiated by A staff members. So, here is how the system is currently set up.
- A user is added to A's system that is associated with B's case handling system.
- Company A uses the bugmonkey plugin to remove the New Case button and create an "I Need Help" menu within their fogbugz install.
It looks like this:
Choosing an item in the list prefills the new case's Project, Area, Milestone, Category, Assigned To, and Status fields. And again, we use bugmonkey to hide those sections.
It looks like this:
When a case meant for B is created by an A staff member, A's system automatically emails B's system which creates a new case in B's system. PERFECT! A's staff members don't have to do anything new to report problems.
Then a B staff member begins working on the new case in their system. As they edit case, B's system automatically emails A's fogbugz system and fogbugz automatically appends updates to the already existing case. PERFECT! B's staff members don't have to do anything different to work on cases.
Here is where the problem exists. When B's system emails A's system, A's system emails right back, creating an infinite loop of email ridiculousness. B's system has a setting to not send emails when they're from AsSystem@AsCompany.com. B's fogbugz system does not have the same functionality, that I can tell; hence, the title of this question...
Is there a way to suppress an email response when a case is updated from a specific email address? I'm willing to go into the db and write a trigger or whatever it takes.
Sorry for the length. Typing this out was helpful.