Question

We are using FogBugz as a customer management system and need to be able to track the time between opening of a case (customer email submission opens a new case) and the first view of that case.

It looks as though views are logged as you can sort by 'last viewed by me'.

If the first view registered as an event within the case we would be able to accurately track this.

Is this possible or is there a plugin that would facilitate this?

Thanks.

Answer 1

Hi, this was one of my necessities also but fogbugz does not compute time,

a) write a bugmonkey to check time between create and time something (according to the way you work) it can be change status something assign to someone what ever

b) use due dates on your incoming e-mails and virtual users and escalation reports this is the way we use it incoming mail as a due date of 2 hours goes into virtual users (distribution list) well if nobody bother to look at it on the following morning I'm calling everybody, perfect NO, works yes after some weeks

can you report on it as a SLA, its not easy and you need to pull excel filters all the time...

hope I could help