Version 7.10.24 (latest LTS version)
Sugar Version 6.5.25 (Build 344)
Hi,
We had a problem where Cases are not being created with a clean install of a new CRM. I have since had someone help me with the problem but we are still running into problems with the Cases.
We created a new CRM instance, set everything up from scratch and now trying to create Cases.
The Cases are being created but when the automated replies come back like this…
Hi $contact_first_name $contact_last_name,
We’ve received your case $acase_name (# $acase_case_number) on $acase_date_entered
Status
$acase_status
Reference
$acase_case_number
Description
$acase_description
This happens whether a user is a contact in the DB or not. What is differtent about existing users in the DB is that they will receive the above email but then the proper one will come through a little later, completed with First Name, Last Name, Case number etc.
We have done the following
1: Setup CRON Job to fetch Emails
2: Setup Group Email Account
3: Enabled AOP
4: Enabled Case Creation Feature with auto reply email
Issue: Sometimes cases are created with Emails and sometimes only EMAIL is fetched without any case creation although we have account+Contact entry there in the CRM for that incoming email by the email address
and then fetching the template and then including its DESCRIPTION into Email directly without any VARIABLES parsing at line 3663
if (!$et->text_only) {
$reply->description_html = $et->body_html . "<div><hr /></div>" . $email->description;
}
$GLOBALS['log']->debug('saving and sending auto-reply email');
Am i right?
The solution can be
1: Create/Use an Auto Reply Template without any Variables (as in its SUBJECT line CRM is automatically adding the CASE number while sending the email)
Another idea for @Grow: check if you have any logic hook or email that could be saving the case a second time - the part about your report that catches my eye is this:
Why two emails? I guess one of them - the one where variable substitution fails - is not even supposed to be happening…
The Point is, He is using both “Case Create Email Template” in case Auto Reply settings and Case Creation settings…
So, in Auto reply, no Variables are parsed so he receives un-parsed template.
And 2nd email is for case creation, then is generated later and it keeps the variable values.
Are you getting my point what i am saying??? @pgr & @Mac-Rae