Question

Case opened via email, is an inquiry, assigned to GroupA which is what the mailbox parameter says it will do.

Case assigned to UserA. UserA resolves(responded) the case and closes it. Workflow plugin setting says "No Change", so case stays assigned to UserA.

Case re-opened via email (was simply a thank-you note). Inquiry is assigned to GroupA which is what the mailbox parameter says it will do for inquiries. However, this case already existed, so it should have followed the settings in the Workflow plugin, which says that Reopening a Closed Case should be Assigned To the Case Resolver, which is UserA.

This is pretty annoying since a large group of people are exposed to these thank-you notes that reopen cases, when only the person who resolved the case should have to deal with the thank-you note.

I'm still using FogBugz 7.2.16.

Answer 1

That does sound totally annoying. We've had similar settings in our FogBugz all the way through the development of 7 and 8. If we'd been getting similar behavior, even for a few days, I would've screamed bloody murder (and I would remember it now).

Can you send a screen shot of your current Inquiry workflow settings for that project to our customer service address?