7.10.4 New Case Number still doesn't show up in the email notification

💬 General Discussion
1

7.10.4 new case number still doesn’t show up in the email notification. This issue was supposed to be fixed a long time ago. Almost every release shows this issue as fixed but it is still not.

When will we have this fixed?

2

Hi,
Can you modify the notification template to add the case number in the email notification?

Thanks

3

Would be better if you could supply steps that reproduce this issue so we can see why previous ‘fixes’ didn’t resolve it.

Example:
Step 1: Set up Inbound Email for Cases
Step 2: Send email to that Account
Step 3: Confirms Email has been read and Imported as a Case
blah blah blah

Expected Results:
That a CRM User will receive XYZ
Actual Results
A CRM User receive only XY

Something like that would immensely help us.

A few of the bug fixes I could find on Github:
https://github.com/salesagility/SuiteCRM/issues/5131
https://github.com/salesagility/SuiteCRM/issues/5315

If none of them are relevant then please raise a new one - Thanks!

4

I meant when you just create a new case, and save it, my work flow email notification that contains the case number variable $acase_case_number is not showing anything. But as soon as the ticket is saved, any other work flow email notification with the same exact variable works fine.

Steps to reproduce

  1. Create an email template containing a case number variable $acase_case_number
  2. Create a workflow that would send that email template to a user saying you have been assigned a new case
  3. Case number is not showing in that email. But is showing in the rest of the emails about that case that is considered already existing.

It seems that it’s only not working on save. When you just saved the new case.

5

Right, so in this particular issue is that you have a custom workflow that sends an email out when Email is saved. My knowledge that would apply to most auto-increment fields (which case number is) and that it needs to save prior to a workflow being sent out…

But ideally you are correct, regardless it should send out an email with auto-incremented numbers pre-defined even if they are new records. I can see you’ve raised it on github here -> https://github.com/salesagility/SuiteCRM/issues/5719 Thanks for this.