Overview
Your users receive the emails FogBugz sends to them, but you (your FogBugz) don't receive their responses. Some users may complain that they can open tickets, but cannot reply to it. Most often this happens with Community Users.
When multiple user types are involved, FogBugz may also report errors when trying to process these emails such as:
Mail Import Failure. Unknown error during mail import from mailbox (mailbox@mailbox.com) on server https://outlook.office365.com/EWS/Exchange.asmx. (Error Msg returned 'unknown'). FogBugz will continue trying to import mail. You may delete this notification, but if it continues to occur you should use Mozilla Thunderbird or another mail client to examine the message on the server. It may be too large, malformed, no space left in your FogBugz database, etc.
You have tried the steps in Mail Import Failure and Stuck Messages in FogBugz without resolution.
Solution
Root Cause
In order for a user (or the sender of an email) to be able to add comments to existing cases or create new cases, the given user has to have permission to that project.
Updating User Rights on the Project
If you encounter this issue with Normal or Administrator users, add them to the given project.
Community Users by default, do not have access to projects. Community Users need to be added explicitly to be able to comment or submit cases.
Community users can be added:
- all at once by adding "All Community Users" to the project, or
- restricting them to specific Community User Groups or
- just some community users added one-by-one.
NOTE: If you are using Autosort for sorting emails, make sure that you give rights to the Project that is the intended final destination of the emails. Because once you move an email from Inbox to a specific project, Autosort will learn and next time will try to put the mail in the same Project. But if the user (or the email sender) does not have permission for that project, FogBugz will not submit the case or add the comments.
Testing
After adding the user or the Community Users to the project, new email replies will create cases and add comments on existing cases. Previously sent replies will not be added (will be lost).
To test, have the affected users of various user types with different roles and permissions send emails to the project mailbox, or respond to already created cases and check the Admin notifications if there are any errors.