Note Fog Bugz will not respond to followups or to messages it decides are spam It will also not respond to certain bulk email like out of office notices and it wont send more than three autoreplies an hour to the same person to prevent autoreply loops

The remaining options let you fine-tune the way that FogBugz handles messages:

• Due lets you set a due date in the case that's created when the message comes in. You can leave this set to None (the default), in which case FogBugz won't automatically assign a due date. Alternatively, you can choose Automatic, and then select a particular number of hours, working hours, days, or working days to be used when calculating the automatic due date.

• Sort Messages lets you determine how incoming messages are categorized. If you leave this set to the default FogBugz Autosort, then FogBugz will use its own sorting engine to categorize incoming messages. See the section "Sorting Messages" later in this chapter for more details. Alternatively, you can select Manual sorting, in which case you'll be prompted to supply values for Project, Area, Fix For, Priority, User to Open the Case As, and Initial Assignment. These values will then be used for every message that arrives in the mailbox.

• Message Template allows you to set up a signature that will be automatically inserted at the bottom of every reply you send in this mailbox. This textbox accepts the same set of shortcut values as the message textbox that I discussed earlier.

• Delete spam after lets you avoid spam filling up your FogBugz database. Any message that is either resolved as SPAM or moved into the Spam area will be deleted after the number of days that you set here, which defaults to 7 days. If you don't want to delete spam, leave this blank.

• Delete inquiries after lets you set up FogBugz to delete the complete case history of all closed inquiries after a certain number of days if you do not wish to keep a permanent record of incoming e-mail.

When you've filled in all of the configuration options, click OK to create the new mailbox. FogBugz will start checking it for mail immediately. As FogBugz receives e-mail messages, it discards the ones that it decides are spam (though you can reverse that decision if you need to) and then creates cases from the rest. Once an e-mail turns into a case, you can work with it just like you can with any other case in the system.

■Tip When you are looking at an e-mail from a customer, at the top of the case, you'll see a list of all the other e-mails you've ever received from the exact same e-mail address in the Correspondent section. You can also search for other e-mail from the same domain name by clicking the link to the right of the @ sign in the e-mail address. This is helpful because sometimes multiple people will correspond with you from the same company, and this trick will find all their messages.

Using Snippets

Once you've got e-mail coming into your system, you're going to want to reply to it. Some of the incoming e-mails will be complete bug reports, but other e-mails will be confusing complaints, suggestions for future features, or just plain irrelevancies. If you try to reply to all of this mail, you'll soon find yourself saying the same things over and over. Fortunately, FogBugz offers a shortcut here.

FogBugz lets you set up snippets. A snippet can be anything from a word or two ("Sincerely yours") to a complete form letter. When you are replying to an e-mail, you simply type the name of the snippet followed by a backtick O, and the snippet will be inserted for you automatically.

Snippets can be used to make it very easy to reply to frequently asked questions with a canned reply or form letter. This has two benefits. First, it cuts down on the amount of typing that you (or anyone else) has to do to put together a response. Second, it lets you use and reuse a response that has been carefully edited and checked over by those concerned. This cuts down on typographical errors, support people not sticking to the marketing message, and developers accidentally leaking the next big feature before it's announced.

There are two kinds of snippets: snippets for everybody, which are set up by an administrator for the whole team to use, and personal snippets, which only work for a single FogBugz user. If you log on as an administrator and then click the Snippets link in the main toolbar, you'll see the screen shown in Figure 5-8.

ä FogBugz - Microsoft Internet Explorer dnJjiJ

File Edit View Favorites Tools Help

O Back - O- S ü® | P Search Favorites Media © | & HI - □ &

Address | W] http : //shoof ly. larkgroup. larkfarm. com/FogBUGZ/def ault. asp

FogBugz

User: Administrator

Administrative Tools:

search

List New Case Send Email Options Filters Discuss Snippets LogOff Users Projects Mailboxes Clients Departments Priority Licenses Site

Snippets

Snippets make it easy to type common phrases, sentences, even entire letters, so you can reply to frequently-asked questions in a few keystrokes: just type the snippet name followed by the * key.

For example, if ty is a snippet for 'Thank you', then typing ty% would be replaced with 'Thank you'.

Snippets For Everybody

I Edit

Delete Snippet

Replaced

Comment 1

a

Q CorpSig

MegaUtil Corporation http: //www. megautil. com 206-555-1234

Corporate default signature for e-mail

a

W FBA

Your new FogBugz account is set up and your login ID is [[ID]].

FogBugz new account

□ Create New Snippet

□ Create New Snippet

Personal Snippets

Edit Delete Snippet Replaced Comment tf © sm ServerMonitor ServerHonitor Hi Create New Snippet

Try out your snippets here:

-i d i http : //shoof ly Jarkgroup. larkfarm. com/FogBUGZ/def ault. asp?pg=pgEditSnippet&pi

Figure 5-8. Managing snippets

Administrators will see two lists of snippets here; regular users will only see their own personal snippets. In either list, you can perform these actions:

• To delete a snippet, click the delete icon.

• To create a new snippet, click the new icon or the Create New Snippet hyperlink.

The snippet management page also has a handy textbox where you can try out snippets. Type the name of a snippet followed by the snippet activation key to test out the snippet in this space. Or press the snippet key twice (vv) to browse a list of snippets, as shown in Figure 5-9.

This feature works anywhere that snippets do, and is especially handy if you can't remember which snippet you want.

Try out your snippets here:

d

Snippets sm

Corporate default signature for e-mail

MegaUtil Corporation http://www.megautil.com 206-555-1234

OK Cancel

Figure 5-9. Browsing snippets

Figure 5-9. Browsing snippets

The Create New Snippet hyperlink will take you to the screen shown in Figure 5-10. To create a new snippet, assign the snippet a name and replacement text, as well as a comment to be shown on the snippet list page. Then click OK to create the snippet.

■Tip FogBugz won't let you create two snippets with the same name. There is one exception to this rule: you may create a personal snippet with the same name as a global snippet. In that case, the personal snippet will be used instead of the corresponding global snippet, until you delete the personal snippet or change the name of one of the two snippets.

Each user can change the key that is used to activate snippets in the Options screen. By default FogBugz uses % which is conveniently located in the top-left corner of an American computer keyboard. The other symbols you can choose are

Figure 5-10. Creating a new snippet

If a snippet contains a section surrounded by [[ and ]], that section will be highlighted after you insert the snippet on most Web browsers. This is extremely useful when you want to insert something in the middle of a snippet. For example, if snippet b is defined as

I have looked up your account number and your current balance is $[[x]]. Thank you for contacting us.

you can type b^24 to produce

I have looked up your account number and your current balance is $24. Thank you for contacting us.

Sorting Messages

Ever faced an inbox full of messages and needed to sort them out between various folders to keep track of them? Ever wished you had an assistant to help you out with the job? Well, in

FogBugz, you do. FogBugz contains a sophisticated spam-blocking algorithm that learns how to recognize spam automatically as you train it. Beyond that, though, FogBugz can also sort your incoming e-mail into categories other than Spam and Not Spam. Setting up and training FogBugz AutoSort can be a bit time-consuming, but it's well worth the effort.

FogBugz uses an adaptive system for recognizing spam and otherwise sorting the incoming e-mail. This means that rather than using a fixed set of spam clues (such as assuming that "mortgage" must mean spam), it learns from your own incoming e-mail. If you work for a bank, "mortgage" probably doesn't mean spam.

In addition to using positive clues (for example, "Viagra" probably means spam), FogBugz will learn from negative clues as well (for example, if the e-mail contains the name of one of your products, it's much less likely to be spam). FogBugz examines many aspects of the incoming e-mail for clues that could be considered positive signs of spam, negative signs of spam, or neutral. And because you train it, FogBugz will also adapt itself to the particular stream of e-mail that you receive.

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