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Remove "Your cases" section from ticket status view?


Since we have customers writting us emails directly instead of writting to our support mail, we need to be able to forward such requests to FB. Problem is that if a person does that for 10 customers, essentially each customer (when click the {ticketurl}) will be able to find the other customers tickets in the "Your cases" section.

We really need to disbale that section, since we do not want customers to see each others cases.

How can I do this, what file on the server can I modify?

Thursday, February 12, 2009
I don't know of a way to do this directly (bar edting the source), but this discussion should cover the source of the problem:
Dee Earley Send private email
Thursday, February 12, 2009
Hi Lars,

Ticket numbers actually contain two parts after the case number.  The first part allows you to see the case, and the second part allows you to see the other cases.

So if you have a url like default.asp?1234_o7sjgmmi that will allow anyone to see the other cases (from the same email address).  But if you chop it down to just default.asp?1234_o7sj, then only this one case is visible.

Unfortunately, I'm not aware of a way to do this via snippets; you always get the full ticket and have to trim it later.
Ted Unangst Send private email
Thursday, February 12, 2009
So basically Lars, if you send the customer the URL to their ticket, you can remove the last four characters.

Alternatively you can use your email client to set the actual FROM field to be the user that sent the message, and not your support person.  Thunderbird supports this (I believe outlook might also).
Michael H. Pryor Send private email
Thursday, February 12, 2009
For those looking to modify the source, the variable fSingleViewOnly in CBug.asp/php controls whether this is shown.  I'll open a feature to make this globally settable.
Rich Armstrong Send private email
Thursday, February 12, 2009
Hi all,

Thanks a lot for the suggestions - highly appreciated!

FYI, based on a suggestion for a solution we got elsewhere; we have tried to set sCustomerEmail field in the Bug table to a unique value, but FB still list all the cases.

This leads me to believe that sCustomerEmail is not used to connect the cases.

However, I will look at what you guys suggest and let you know how it works.

Friday, February 13, 2009
Update: setting fSingleViewOnly = true did the trick.

Now I just need to permanently delete the cases that were previously shown together as the url would still allow you to display the content of the case/ticket (just in case someone kept the url for later use/speak peaking).

I know you guys do not recommend it, but in this case it is quite obvious why we would want to permanently delete cases.
Monday, February 16, 2009
Actually, I think even if you have the URL, this will still only show a single view.  Or maybe I'm missing something?
Rich Armstrong Send private email
Tuesday, February 17, 2009
That is true. However, we cannot know if someone - because of the issue with "Your cases" section showing all cases that had passed a given employees mailbox - have saved the url to a case that is not theirs rightfully, i.e. another user.
Wednesday, February 18, 2009
Ah, okay, the thing to do there is to remove the sTicket value from the Bug table.

We have done this for On Demand customers in the past, but it's an all or nothing solution.  We can blank out all historical sTickets for you if you want, but not a subset.

Contact support at if you need this done.
Rich Armstrong Send private email
Wednesday, February 18, 2009

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