Question

We have a partner company that also uses Fogbugz to track their cases. Their case number range is in the 40,000s and ours in the 1000s as we are newer users of the product.

They get an issue reported and it creates a ticket in their Fogbugz (Case 40000) and the send it to our support email which creates a case in our system (Case 1000). The subject our case is (Case 40000) ......

When we reply to this case the subject line looks like the following.

Re: (Case 1000) ......

It seems to be removing the (Case 40000) from the subject line. Each time that we reply to this case in our system, their Fogbugz creates a new case which generates the auto reply message.

Other Than hand typing in the (Case 40000) into the reply subject is there another way to keep these straight?

I have done a search on Universal Prefix for mailing settings. Lets say we set our prefix to AA. Would this make our system ignore a case number that came in like (Case FC1000)? Instead of adding it to our current Case 1000. How do the cases look in the system when this is set?

I hope that my description isn't too confusing. Thanks!

Answer 1

First, in order for this to work at all, you should be using a case prefix. (We use FC here at Fog Creek.)

That said, there is a known issue, where one installation of FogBugz will keep stripping off the case number, which tends to annoy the other end unless you remember to add it back. We tried to address this once before but ran afoul of some unintended side effects, so the current status is not terribly active.