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Here are some useful features that can help speed up your issue tracking and bug resolution!

Don’t repeat yourself

Bug reports come in – responses need to go out, and quickly.

Often, these responses will require similar phrases – especially for an issue affecting many customers.

Snippets are the answer to this common occurrence when dealing with bug reports. With FogBugz and snippets, you can write a response once – and then reuse it again and again, quickly. You can use them for all kinds of things like replying to common questions, known issues, explaining your return policy, or pointing someone to a technical resource. Why type the same text over and over again, when you can do a little work upfront and save yourself a ton of time in the long run? If you answer the same question three times, make a snippet.
Write once, use often – here’s how:

Go to Avatar icon -> Snippets to get to the configuration page. Then you Create New Snippet, give it a title (the text you will type to activate the snippet) and put your text in the area that says replacement text. Then you’re all set.

Create a snippet

To use your new snippet simply type the snippet title followed by the backtick (`). If you created a snippet called install, you’d simply type “install`”.

Default snippet key

 

Expedite estimates… and get coding faster

Instead of opening and editing each case to add an estimate, add it directly from the gridview of FogBugz (the gridview is the view showing a list of cases where you probably spend a lot of time).If you don’t see the Estimate (current) column in your current list of columns, go to Select Columns to add it.

Next, click in the Estimate (current) column of the FogBugz case (the bug or feature you want to estimate). Add the estimate in the pop-up window.

FogBugz is smart about time entry and how your software developers may want to enter estimates. For example you can tell FogBugz the following:

  • 1d (one day estimate)
  • 4h (4 hour estimate)
  • 45m (45 minute estimate)
  • 2w (2 week estimate – this might be time for some sub-cases!)

Entering estimates from the FogBugz gridview helps streamline new project or milestone setup. You can create the project or milestone (sprint), then add a bunch of cases quickly. Next, add the estimates and start coding!

 

Tags, you’re it!

Track related items of different types (customer emails, requirements, bugs and feature requests) with tags.

Sometimes you want to group together items from different projects, categories and more. For this you can use tags. In FogBugz, tags let you easily categorize content and find it later. You simply need to enter the tag in the FogBugz tag field while editing a case or wiki article. FogBugz will pull up matching tags as you type to help you group the current item with an existing tag.

Pretty straightforward so far. Now how about finding these tagged items ?

Simple. If you are viewing a case that has been tagged, you can simply click the tag link within the case to search for everything (bugs, features, wiki articles) that have this tag.

You can also use FogBugz Search to find these tagged items. In the search box simply use the prefix: tag: before the name of the tag you want to find. For example, to find all items tagged “callback”, just type, “tag:callback”.

 

Grab and go! Selecting many cases quickly

Let’s say you have 75 cases and you want to get 17 of them selected to do a bulk edit on them. You could start clicking…one by one by one.

Or you could use your mouse to select all those cases in one quick motion.

Go to the gridview where you have a list consisting of a number of cases. Find some whitespace in one of the rows you can click, and then, without releasing your left mouse button, pull your mouse down the screen until you have highlighted all the cases you want. The cases will turn yellow as you highlight them. When you get where you want, just release the mouse button and you can then do what you need with the cases.

 

Don’t repeat yourself. Again.

Need to repeat the same action over and over? Use Bulk Editing and do it once

Just as snippets allow your software developers and help desk team to avoid re-typing, bulk editing allows them to avoid re-doing the same action over and over.

Select a group of cases requiring the same change (reply, close, reassign, change priority, and more). Click the edit (or reply) button at the bottom of the page.

Once you’re on the edit screen you’ll see a list of all your cases selected up top, and a little pane down on the bottom.

If you have selected cases that have a correspondent, you’d use the “reply” button to bulk reply to the selected emails. The pane on the bottom will let you scroll through the various cases you have selected to confirm that you want to reply to each of the cases you have selected.

You can also populate your messages with custom bits of information that apply contextually to the case in question. Click on “Insert case-specific information” to expose the options you have for adding information that’s relevant to each case.

{case} the case ID
{sender} the sender’s email address
{sender_firstname} the sender’s first name (based on the name portion of their email)
{subject} the subject of the message
{url} the URL of the FogBugz install
{ticket} the external ticket ID (will also display other cases submitted by the same correspondent)
{ticket_singlecase} the external ticket ID (will *not* display other cases submitted by the same correspondent)
{ticketurl} a link to the external case that will also display other cases submitted by the same correspondent
{ticketurl_singlecase} a link to the external case that will *not* display other cases submitted by the same correspondent
{username} the name of the logged in user
{userfirstname} the first name of the logged in user
{userlastname} the last name of the logged in user
{useremail} the email of the logged in user

If you insert one of these into your template response to all of your emails, you will get the information that is specific to that case or person.

For example, you could type:

Dear {sendername}:

Thanks for writing to us. Just so you know, we’re keeping track of this conversation in case{case}. If you want to check the status of it at any time, you can do that at {ticket_singlecase}.

Please reply to this email if you have any additional questions about this matter or send us a new message to {email} if anything else comes up.