We want to expose all cases in specific projects to specific customers to allow a kind of customer portal. We also want to display the same cases to our sales personnel who are community users.
Today we're using the community case plugin but we feel that it doesn't take us all the way.
If we have forgot to set correspondent on a customer or if we add a new case internally it won't show in the list. Hence the point of a good "overview" is lost.
We've been thinking of making a plugin that automatically sets correspondent to *@* on all cases to expose all cases to our customers who have assigned projects to their community users. However we're a bit unclear about the implications of this and it feels "unsafe" and we would want some advice on this. Is there a better way to have a full project area visible to the customer and sales personnel via community users? Basically all they want to do is go in and see the status of all their cases. If it's possible it would be nice if we could allow them to always see a custom field public.
As a second note, I feel that FogBugz is great in many ways but in the "customer portal/customer care" region it's lacking so far. It's also a bit unclear sometimes whats public and whats not for the general user. Is there any plans to improve this area or is FogBugz not meant to be used in this fashion?