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Changing Send & Close to Send & Resolve

We don't like the default behavior of Send & Close due to workflow concerns. Technical support e-mails are opened by the manager and assigned to a "dummy" user. Team members pick up the cases and respond to them. We want the manager to review all cases before closing to ensure quality and give him feedback on the progress of the team members (for training & review purposes). Therefore, I'm trying to change the behavior from Send & Close to Send & Resolve. I've made the necessary changes to the lang.asp and commented out the .close method call in the submitBug2.asp. However, when I click on the new Send & Resolve button, it doesn't refresh itself to show the content of the e-mail as when I click on the "Send" button. Can you give me a hint as to what the differences are because I cannot figure it out from doing code review alone. Thanks.
Binh Send private email
Tuesday, December 11, 2007
Unfortunately this type of modification is beyond the scope of something we could guide you through.

Typically in cases like this I would say let your employees use send & close like normal and if your manager wants to review cases, create a saved filter for him that looks like this:

edited:today show:unread

That will show him all cases edited today that he hasn't seen yet, and will be the exact same set of cases that you're trying to hack FogBugz to show.  If a case then needs to be reopened he can do so, but for the majority of cases that are now closed he can just go on to review the next one.
Michael H. Pryor Send private email
Wednesday, December 12, 2007
The only problem with this is that

a) He has no way of clearing cases as being reviewed so he'll always be looking at a full list.

b) If he doesn't look at all cases before the end of the day, then he may miss some cases.

I'll just keep looking into the source code for the solution. Thanks anyway.
Binh Send private email
Wednesday, December 12, 2007
Actually that's not true.

The cases will be cleared once he views them; he won't always be looking at the full list.  That's what show:unread does. It only shows you cases you haven't actually viewed (or that have been edited since you last looked.

And if you're worried about cases that he didn't look at today, then just change the search to

edited:"this month" show:unread

That will show him all cases he has to look at.

or even


If your manager really feels like he/she needs to view every case (and you can tag on projects to that).

You really should not be changing the source code to do something like this, since its unsupported and FogBugz already provides mechanisms for doing exactly what you need.
Michael H. Pryor Send private email
Wednesday, December 12, 2007
That is true. Thank you for the feedback. If I come up with a valid reason as to why it still would not work, I'll post again. Thanks.
Binh Send private email
Wednesday, December 12, 2007

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