Case assigned to inactive user!

💬 General Discussion
1

Hi, I set up a couple of Users and attached them to a Security Group.

Then I set up a Role for access to Cases (up to Group level, then All level when that failed) and attached that to the same Security Group.

Next I configured the Security Suite Settings in Admin to attach that Security Group to new Cases via the Default Groups for New Records facility and set up an Inbound Email option to change incoming emails to new Cases. That part all works fine, so incoming emails automatically generate new cases attached to the Security Group , but they do not Assign the Cases to the Users I attached to the same Security Group, despite the ‘Least busy’ option having been selected in the Inbound Emails entry I set up. Instead, they are ALL - without exception - assigned to my User profile (with Administrator status)

Then Will (from this forum - thanks Will!) advised me to navigate to Admin -> AOP Settings and set the distribution method there - this still did not resolve the problem.

Next I set up a Security Group with NO Roles attached and configured the Security Suite Settings in Admin to attach that Security Group to new Cases via the Default Groups for New Records facility; I also removed the previously set Security Group auto-assign line, as described above, here.

Then I made sure the Users (from the first line above) had FULL access to Cases and additionally assigned the new Security Group to them.

None of this made an iota of difference - all new cases generated from incoming emails were still being auto-assigned ONLY to my User profile!!!

In desperation, I created a parallel administration User and logged in as that, then set my User profile and Employee records to INACTIVE/TERMINATED…

… and can you believe it? - new cases from incoming emails ARE STILL EXCLUSIVELY BEING ASSIGNED TO MY (NOW INACTIVE) USER PROFILE!!!

Is there ANYBODY out there who is able to offer usable advice on how to overcome/circumvent this SuiteCRM fault/bug? :frowning:

2

Go into schedulers and look for the scheduler named ‘AOP Check Inbound Mailboxes’ and check that it using the ‘JOB’ ‘function::pollMonitoredInboxesCustomAOP’

also make sure there are no other schedulers polling email or using ‘JOB’ ‘function::pollMonitoredInboxes’

3

Thanks Matt, I followed your advice and the ‘AOP Check Inbound Mailboxes’ is set as per your info and I changed the ‘Check Inbound Mailboxes’ job to ‘Inactive’ status, then tried all of the above again.

Still no joy… there MUST be a way to get SuiteCRM to allocate (assign) incoming cases to one or more specified users?? (other than me of course!)

4

Has any solution been found for this? I have not had any luck solving this issue? Whenever A case is created it automatically assigns it to a random user in my CRM. Even inactive users.

5

Hi,

Where are you setting the assigned user? AOP uses the setting in it’s admin section - not the older Inbound email setting.

In the next version of AOP you’ll be able to set a global assigned user (as is the case now) but also set users on a per inbound email basis.

Thanks,
Jim

6

I just realized I had Round Robin assigned in my CRM. I fixed it and hopefully that will not send updates to the other users. Thanks.