Let’s say you have two open cases for the same email thread with a customer. When you correspond with her, you want to see all of her emails in one place. Or say you find you have two closely-related bug or feature cases. Wouldn’t it be great if all of their details were in one case? FogBugz doesn’t allow merging of cases, so what’s the best way to deal with this?
FogBugz On Demand
If you are using 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 labelled 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:
- Click Resolve
- Change the status to Resolved (Duplicate)
- Enter the primary case number in the Duplicate of field
- 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:
- Kiln Changesets
We find that emails and Kiln changesets are most useful, so we show them by default. Here a customer has reported an issue, then sent a second email with more details. The second email has been resolved as a duplicate of the first. Note that 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:
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:
Comments and BugzScout stack traces are hidden by default. Click the buttons in the purple bar to show them:
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.