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Merging Cases


Luis Fernandes
  • Updated
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Overview

This article deals with making different cases into a single case for ease of use in a different way, as FogBugz doesn’t allow merging of cases

 

Environment

FogBugz on Demand (with FogBugz Ocelot enabled) or FogBugz OnSite

 

Guide

Let’s say you have two open cases for the same email thread with a customer. When you correspond with them, you want to see all of the emails in one place. Or say you find you have two closely-related bug or feature cases. It would be great if all of their details were in one case. 

 

FogBugz On Demand

In FogBugz On Demand (with FogBugz Ocelot enabled) or FogBugz OnSite:

  • Whenever you resolve a case as a duplicate of another, its events will be available in the other case.
  • They are highlighted in purple and labeled so you know that they belong to another case.
  • The top of the main case shows controls to toggle different event types.

To resolve one case as a duplicate of another case:

  1. Click Resolve
  2. Change the status to Resolved (Duplicate)
  3. Enter the primary case number in the Duplicate of field
  4. Click the Resolve or Resolve & Close button

For clarity, buttons for each type only show if there are events of that type in the other cases:

  • Comments
  • Emails
  • BugzScouts
  • Kiln Changesets

We find that emails and Kiln changesets are most useful, so we show them by default.

  • The image given below shows a customer has reported an issue and then, sent a second email with more details. The second email has been resolved as a duplicate of the first
  • Note: Comments are not shown by default, but you can click the button in the purple bar to see what you and other users have written in the duplicate email case.email events
  • If you have Kiln changesets attached to a few cases and want to see them all in one place, just resolve one case as a duplicate of another.
  • As in the email example, comments from the duplicate case are hidden until you click the toggle.kiln changesets
  • Comments and BugzScout stack traces are hidden by default. Click the buttons in the purple bar to show them.comments and stack traces

 

FogBugz For Your Server

  • If you are running FogBugz on your own server, you can install the Case Event Merge Plugin.
  • When you resolve a case, the plugin provides a checkbox so you can tell it to show its events in the other case.

For more information and screenshots, see the plugin gallery.