Using FogBugz On Demand? We've recently rolled out a new sidebar as part of taking FogBugz forward. Please see this article for details on what's new, what's changed, and where you can find all your favorite things.

About Snippets

Snippets can be used in any text field in a case, but they’re most useful for replies to emails.

The snippet activation key defaults to `. It is changeable on a per-user basis by hovering over your avatar on the top right, clicking Options, scrolling all the way to the bottom of the screen, and then clicking Legacy Settings (or in For Your ServerMy Settings > Options). If you have a non-English keyboard layout, you might find the regular snippet key doesn’t work. If so, just change to one of the other keys.

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 anything else we can do for you, or if upgrading doesn’t fix the issue, please just reply to this email and we’ll figure out what’s going on.

{myfirstname} – Frogger Software

NOTE: The {firstname} and {myfirstname} placeholders are only available in FogBugz Ocelot.

To activate it, you can either type the snippet name and then the snippet key:


Or you can type the snippet key twice, which will bring up a snippet search box:

snippet search dialog

The text from the upgrade snippet will be inserted, plus you can include one placeholder like [[version]] in each snippet. That portion of the text will be immediately highlighted, so the next thing you type will replace that text.

There are also placeholders, surrounded by curly braces, which will be replaced with text from case attributes or the current user’s profile.

Snippet Placeholders

There are also many placeholders you can put in snippets that will be replaced automatically. All of these are available for mailbox autoreplies, too:

  • {case} for the case ID
  • {sender_firstname} (previously {firstname}) for the sender’s first name   NEW in FogBugz On Demand 8.9.115!
  • {sender} for the sender’s email address
  • {subject} for the subject of the message
  • {ticket} for the external ticket ID
  • {ticket_singlecase} for the external ticket ID that only has access to the current case (not other cases submitted by the same person)
  • {url} for the URL of the FogBugz install
  • {ticketurl} for a link to the external case (e.g.[ticket])
  • {ticketurl_singlecase} for a link to the external case (e.g.[ticket_singlecase])
  • {userfirstname} (previously {myfirstname}) for the logged on user’s first name   NEW in FogBugz On Demand 8.9.115!
  • {userlastname} (previously {mylastname}) for the logged on user’s last name   NEW in FogBugz On Demand 8.9.115!
  • {username} for the name of the logged on user
  • {useremail} for the email of the logged on user

Snippet Administration

Snippets can either be personal to the user or global (available to all users). Both types are configured on same page, accessed via your avatar menu in the top-right of FogBugz. All site administrators see the global snippets available for management at the top of that page, before their own personal snippets. If a non-site-admin such as a project manager or a customer service lead needs access to creating, editing and removing global snippets, have a site administrator add them to the allowed list using the Edit Permissions control at the top of the snippet page. (available in FogBugz On Demand 8.9.145 and later)

snippet permissions


When you have a lot of snippets and they fall into different categories or pertain to different projects, the list can become overwhelming. Pro-tip: if you use a standard naming system for the global snippets, when you search for that code in the search box (above), the user will see the full list of snippets shrink to just that subset. For instance, the code KLN/ could be added to all Kiln snippets, and the code FBZ/ to all FogBugz snippets.