FogBugz provides a few different options for Resolving and Closing cases.
The following Resolved Statuses are available out-of-the-box. Read about each of them in this article to understand the differences.
- Resolved (Won’t Fix)
- Resolved (Not Reproducible)
- Resolved (Fixed)
- Resolved (Duplicate)
- Resolved (Postponed)
- Resolved (By Design)
Send & Close is available for quickly sending a reply and closing the case in one step.
If these do not fit your requirements, you can change them by customizing your workflows.
Resolved (Won’t Fix)
Maybe your team has reconsidered the value of that new feature. Maybe you just don’t have time. Regardless, you’ve decided that you’re not going to fix this bug. Resolve (Won’t Fix) and move on.
Resolved (Not Reproducible)
Similar to Resolved (Won't Fix), it will not be fixed because it is not reproducible.
Resolved (Fixed) is for when you fix an issue, and it then gets assigned back to the opener of the bug for verification. This could be used when the bug that the developer “fixed” was not the bug that the original reporter saw. It’s essential that the original reporter of a bug gets a chance to find out it’s fixed and double-check that it really was fixed.
An important distinction between Resolved (Won’t Fix) and Resolved (Fixed) is that Resolved (Won’t Fix) cases don’t count toward an estimator's history in Evidence-Based Scheduling.
This essentially functions as a way to merge two cases. If you resolve Case 1248 as a duplicate of Case 1093, the events from both cases will appear in Case 1093, and there will be a note at the top of case 1248 that it’s been resolved as a duplicate of 1093 (with a handy link to 1093).
This option lets you set a case aside until one of two things happens:
- If you choose a date for reactivation, it’ll pop back into your active cases on that date.
- If you set it to reactivate on another case, it’ll pop back into your active cases when the other case is resolved.
Note: This status can be used as an alternative to the Blocked status available on other agile project management tools.
The links between your case and the reactivating case are:
- logged in the event history and
- listed under the See also as a linked case.
This is how the history and the linked case looks after a case being reactivated:
Resolved (By Design)
Sometimes a tester or support engineer who reports the bug has misunderstood a specification, and the behavior they’ve reported is actually as intended. In these cases, you can Resolve (By Design).
Send & Close
A closed case is meant to be forgotten about. It won’t appear in your “My Cases” filter (or any filter searching by “AssignedTo:”). See an example screenshot below of closing a case.
When we reply to a customer, we almost always do so using ‘Send & Close’ which sends the email and then closes the case. This behavior implies that we consider our work done until the customer responds, either because we’ve solved their problem or because the customer needs to provide additional information for us to continue troubleshooting.
If you use Send & Close, be sure to make this workflow modification to ensure that then when the customer replies the case will be reassigned to the person who sent the email.
If you use only Send, the case will not be closed.