Question

Greetings,

We are utilizing the API and a custom form to create cases. These cases are assigned to a "default" user until one of our support staff assigns the case to themself to work on it.

What I'm looking for is a way to use the URLTrigger plugin to send an email only when the case is assigned away from the default user to an actual user (i.e. not if one support staff user assigns it to another support staff user).

I've thought of a couple of ways to do this... but all of them involve an outside datasource keeping track of what's been emailed and what hasn't. Ideally I'd like to be able to do this from within the fogbugz plugin.

Anyone have any thoughts or creative suggestions?

Thanks,

CJ

Answer 1

So you're after something like:

Your case has been assigned to a support representative.

? But only sent once, right?

I think having the API hit a script that checks the history of the case is the only way, really. Please note that there's now a minievents column in the API so you can pull down just what happened to the case, not all the emails and attachments.