Question

I recently got an email from a customer who referred to previous case numbers that apparently pertain to him. I attempted to look up those case numbers to discover what his original problem was, but I received a message for both searches saying "Case #_ does not exist."

I've checked the spam folder and I've looked at all cases, open and closed, across all our projects, to no avail. How does a case number go missing? I wasn't aware you could skip case numbers and I didn't think cases were ever completely deleted, just marked open or closed. It can't be that it's not showing up because it's too old because I was still able to find case 1.

Why am I unable to find these two cases? Any help is very much appreciated.

Answer 1

There are a number of reasons you might receive the "Case #_ does not exist" message.

1. The case is in a project that you do not have permission to see (as suggested by Uwe)
2. The case was an inquiry that came in via a Mailbox that has been set to "Delete inquiries after X days" (this will permanently delete closed inquiries that are more than a certain number of days old)
3. The case was an inquiry that was later marked as SPAM (and therefore later permanently deleted).

You can confirm the first two settings by checking with a FogBugz Administrator on your account. Confirming the third option is trickier as marking a case as spam results in that case (and all of its case events) being actually deleted from the FogBugz database.

Answer 2

You might have no access rights to the project the cases belong to.