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Automatic reply to inquiry

We have setup support email boxes for our customers so that when they send email to these email boxes, fogbugz inquiry cases are automatically created.

We would like our customers to receive an automatic reply - that their inquiry has been received and assigned case number N, and that they should mention case N in the subject line when following up the case.

Is it possible to set this up in Fogbugz? If so, can you share some sample code for this?

Sady
Wednesday, May 21, 2003

A variation on this request that would help us out is the following:

We want all new support requests to come in via a form on our web site. The form helps users file better bug reports by having fields for information that we would otherwise need to ask for on just about every support request. Once the request has a case number, communication with the customer can be via normal email.

We are going to set up an autoresponder that looks for a case number in the subject line and a secret cookie in the body of the message put there by the support form. If there is a case number or the cookie is there, the email is processes as normal. If not, the user gets an autoresponse with a link to the support form.

This feature request may be a bit too uncommon, but perhaps the FogBUGZ support folks want the same thing and then we'll all get it. :)

Linus Upson
Thursday, May 22, 2003

We could also use auto-ack, so that when a test site has a followup to their initial bug report, they can respond to the ack and the info will be automagically appended to the initial report. As it is, they now send in a second message and we have to copy the info over to the original and close the second.

Jim Correia
Friday, May 23, 2003

Added to the feature list.  Thanks!  (I like this feature especially.)

Michael H. Pryor
Wednesday, May 28, 2003

To answer my own question - I can share some sample code for autoresponding to a new inquiry.

1) Edit dispatcho.asp.

2) Locate the code:
    If ixPrevBug = -1 Then
        c.Create ixPersonOpenedBy, sText, "", True, True

3) Immediately below the above statement, add the following code:

    SendEmail m.sEmail, c.sCustomerEmail, "Re: (Case " & c.ixBug & ") " & c.sTitle, _
        "This is an automatic notification to inform you that your inquiry has been received " & _
        "and assigned case number " & c.ixBug & "." & vbCrLf & _
        "Please make sure you mention Case " & c.ixBug & " in your Subject line when you " & _
        "follow-up on your inquiry." & vbCrLf & vbCrLf & _
        "Thank you." & vbCrLf & "- " & m.sFullName & vbCrLf, sErr

Sady
Tuesday, June 24, 2003

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