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In v 7.3 and now 8.0, the e-mail address for FogBugz is automatically added to Cc when replying to the correspondent. Thus, the reply is listed 2x in the case history.

For example, don.johnson@mycompany.com reports a bug by sending an e-mail to helpdesk@mycompany.com. A support rep replies from FogBugz (through helpdesk@mycompany.com) but helpdesk@mycompany.com is added to Cc which causes the outgoing e-mail to be sent not only to don.johnson@mycompany.com but also straight into FogBugz, linking it to the case history as both outgoing and incoming e-mail.

I'm not sure how this "feature" is supposed to work but is there a way to turn it off?

flag	asked Nov 3 2010 at 10:14 Oli 65●3

Rich Armstrong · Accepted Answer · 2010-11-03 13:00:39Z UTC

2

It's very likely that helpdesk@mycompany.com routes into the mailbox you have FogBugz checking, but is not the official address of the mailbox. Thus, FogBugz has no idea that CCing this email address is inappropriate. You need to go to Admin > Mailboxes and add helpdesk@mycompany.com to the Aliases box for the mailbox.

answered Nov 3 2010 at 13:00

Rich Armstrong♦♦
13.1k●12●29

Thanks, I'm embarassed that I missed this. At some point, we changed the address from helpdesk@mycompany.com to helpdesk@mycompany.net without adding the .com alias. Now it works like a charm. – Oli Nov 4 2010 at 17:02

FogBugz address automatically added to Cc

1 Answer