Overview

Sometimes, a case may end up being assigned to an orphaned (or ghost) user. The user (usually would be called UserXX, with the X's standing in for numbers) is not visible in the user management interface but is associated with cases. Attempts to edit or update these cases result in errors below:

JSON API Error: Could not load /api/0/cases/XXXXX

JSON API Error: Could not load /api/0/activity/person/XX

The root cause appears to be that the 'user' was deleted from the database, which has resulted in the user becoming orphaned and causing issues with case management.

Solution

While there is no confirmed solution for the case, the most probable root cause is that the user who created or owned the case was a member or an admin who was then transformed into a community or virtual user, or the opposite happened.

This case would be most likely solved by reaching out to the FogBugz Support Team and sharing the following:

The case(s) IDs or URLs to them.
The email address(es) of the suspected user(s).

The Support Team will then attempt to recreate the user(s) and map the orphaned user's ID to one of them which should in theory resolve the issue.

What to do when you receive this request from a customer

You should confirm if there was a community user that was removed, as this is the most likely reason.

Verify accounts that changed roles or were removed on or around the date the case was raised/went inaccessible, and request their email addresses from the customer.

Once you have the email addresses, we should raise a CR with SaaS to update the field [ixPersonAssignedTo] from the user ID of the deleted account to another one on tables Bug & BugEvent in the Database.

This should make the case accessible again, and assign it to a user that is not orphaned.

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