Working With Cases – Fog Creek Knowledge Base

Community Case List

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Community Case List is an optional feature in Manuscript. The Community Case List allows Manuscript community users to keep track of relevant Manuscript cases more easily and to view correspondence in cases which were opened by people other than themselves. Without this feature, Manuscript defaults to showing a community user only the list of cases they submitted. Getting Started […]

Case Hierarchy: Parent Cases and Subcases

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Often, you want to break down a feature into a set of subfeatures, or, more generally, break down a task into smaller subtasks. Manuscript subcases allow you to do so quickly and easily. Adding Subcases in the Grid View While viewing a set of cases in the grid view, you can add a subcase to […]

Use tags to quickly group cases together

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Manuscript has a ton of built-in categorization options, but if you need an ad hoc way to group cases and wiki articles together, use tags. Tags are lightweight in that you don’t need to pre-configure anything (e.g. set up a new custom field) but you can still search and set up filters based on tags. Adding tags […]

Easily Link Cases and Wikis with “See Also”

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In every Manuscript case, you can easily cross-reference another case by entering any variant of the text Case XXXX (e.g. Case 1234) in a case edit. Manuscript will create a link to that case in your edit, and also provide a list of cross-referenced cases in the left menu bar under the heading “See also”. […]

Snippets for Fast Responses and Templating

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About Snippets Snippets can be used in any text field in a case, but they’re most useful for replies to emails. Let’s say you’ve got this snippet, which you call upgrade: Hi {firstname}, Thanks for reporting this bug! Fortunately, we’ve already fixed it in the most recent version of the software, Frogger [[version]]. If there’s […]

What is the Correspondent?

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The “Correspondent” field is located at the left-hand side while viewing a case. It is used to contain the email address of the external customer or client who’s emailed about a question, bug, issue, or feature. Any case edits (adding a comment, changing the values of other fields, etc.) performed by a Manuscript User (Admin […]

Can I Permanently Delete a Case?

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To Delete, or to Close? Manuscript is built around the idea of capturing and tracking everything about your project. To that end, we’ve made some design decisions that might seem odd at first, but actually end up making a lot of sense. It’s sort of like looking for the “off” button on your iPod. For […]

Deleting Bug Events and Attachments

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What’s This All About? Manuscript is built around the idea of capturing and tracking everything about your project. A closed case is, for the purposes of issue tracking, the same as deleted. It no longer shows up in filters, it’s not assigned to anyone. It can be found only by filtering for closed cases or […]

Finding related email

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When you are looking at an email from a customer, you’ll see a list of all the other emails you’ve ever received from the exact same email address in the Correspondent section on the left. This lists other cases sent to or from the same email address. Clicking on the link before the @ sign […]

Revise or Delete a Comment or Case Edit

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Revising a Case Comment or Case Edit To edit or delete an existing comment in a case, hover toward the right side the gray bar above the case edit button. A pencil icon will appear. Make your changes and click Save. You’ll notice that the bar now contains a link that says “1 Revision”. You can […]

Merging Cases

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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 […]

Resolving and Closing Cases

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So you’ve done what the case before you demands of you. Congratulations! What’s next? Manuscript provides a few different options for Resolving and Closing cases, and they mean different things for your workflow. 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 […]

Postponing Cases in Manuscript

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Sometimes work on a case is complete and it should be Resolved, but it needs to be revisited later. Other times, a case may not be fully Resolved yet though no further work can proceed until another case is Resolved. Leaving these cases open can cause them to become quickly ignored as “Those Cases”. Closing them can mean […]

Using Bulk Edit to Edit Several Cases at Once

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Modifying several cases in Manuscript at one time, or in bulk, can be done by using Bulk Edit. To use Bulk Edit, get a list of cases that you want to work on, select their checkboxes, and click the necessary bulk action button at the bottom of your page such as Reply, Edit, Assign, Resolve, Close, […]

Outlining Projects

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You can use the case list’s Outline View to quickly create a detailed work plan. Just start by clicking the Add Case link at the bottom of the list. This reveals a control allowing you to select the case category (including any custom categories) and enter a name for the new case. The case you’ve […]

Notify Other Users about Case Edits

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The Notify Other Users feature presents a “Notify More Users” input field to cases in edit mode. Enter the names of Manuscript users into this box to include notifications to them with the case edit information. The box even supports completion of partial name entry using a similar style to the “To” and “CC” fields […]