SuiteCRM Cases

💬 General Discussion
1

hi all

We are new to SuiteCRM and we need use the ‘Cases’ module.
We are planning to associate a suiteCRM user with an ‘Account’ in Account Module. There by the logged user have a default account Selected while creating new Cases. We dont want the logged user to view other Accounts List other than what he is permitted to view.
Is this doable ? Please advice how can we achieve this. We are tying to use the suiteCRM as a Portal for customers.

Thanks and appreciate you help

2

Yes its doable, look into using SecuritySuite the free version comes built into SuiteCRM.

1 Like
3

Isn’t the “Advanced Open Portal” free Joomla module by SalesAgility, meant to let customers enter/view/follow up on their support cases, on your company’s joomla web site ? Possibly with a better user experience, you get to use your joomla site’s responsive bootstrap HTML template layout, which looks great on any mobile device, tablet, or computer screen.

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4

Yes, thats the module am looking for. Can you please shed some light on that. How to configure and how to use.

Its not on our company’s Joomla website. Can you please share some link where i can use the Advanced Open Portal module in suiteCRM

Thanks

5

Hi there,

The AOP Joomla component can be downloaded here. Please remember to download the correct component for your version of Joomla(2.x or 3.x).

Once you have downloaded the component, you can install it via Extensions -> Extension Manager.

Once installed, navigate to Components -> advanced-openportal and specify your SuiteCRM URL/user credentials.

You also need to enable the portal and specify the Joomla URL in Admin -> AOP Settings.

Thanks,

Will.

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6

Should it be a user created exclusively for reading/writing data inside SuiteCRM from Joomla?

Does this user have to have to be an admin ?

7

Hi ChrisC,

The portal user specified in Components can be a regular user but has to have full access to the required areas for AOP to function i.e. cases.

Thanks,

Will.

8

Hi Will,

How would you configure a standard user as a portal user with the necessary full create/read/update/delete access to all cases in the SuiteCRM system?

9

hi,

First of all i like to thank everyone for helping me.
There are few issues am facing.

  1. When i create a new case in joomla am getting a blank page and we confirmed the case is not created in suitecrm as well

http://localhost/joomla/index.php/new-case?task=newcase&format=raw

  1. We were able to create portal user via suiteCRM and the users is created in joomla. So we believe the link is established

Please advice

Thanks

10

Hi Chris,

You seem to ask 2 different questions. In your 2nd question, you ask about a global case user i.e. someone who can create/list/update any/all cases in SuiteCRM. This is not functionality of AOP. The closest to this is an ‘Account’ user which can be set against the contact which allows that portal user to view all cases for the related account.

Thanks,

Will.

1 Like
11

Understood…Thanks will.

What about the 1st question. What can be the possible cases which might end up with blank page. Does it has anything to do with php execution time ?

Appreciate your reply

thanks

12

If it’s a blank screen on the joomla side, then it’s straightforward to troubleshoot.

Set some PHP values in your SuiteCRM folder’s php.ini file:


error_reporting = E_ALL
; & ~E_NOTICE
; & ~E_STRICT
log_errors = On
display_errors = Off
display_startup_errors = On
error_log = /home/myusername/public_html/crm/php_error.log
; You'll have to adjust the error_log path to match the path to suitecrm folder on your web hosting account.

Click on the “Create new case” menu item on your company’s joomla site, fill in your info, submit, blank screen, then have a look at the php_error.log file immediately.

It should contain details about why the Joomla AOP module failed to create the new case in SuiteCRM.

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13

Ok. I will try that. we have another concern as well

Currently when creating a new case in joomla, there is subject, Type, priority, Description.
How can i add more fields to joomla ->new cases. I can add new fields in SuiteCRM->Cases using the studio

Appreciate you help.

14

Hi arunsd,

To add the fields to the Joomla AOP component, you would need to modify the component files as the component does not automatically update fields when added to SuiteCRM.

Thanks,

Will.

1 Like
15

HI Will,

Can you give a start up link regarding how to modify the components.? Say SugarCasesConnection.php, controller.php etc.

Appreciate your help.

16
  1. A nice, modest enhancement for the Joomla AOP component, would be for it to automatically retrieve all fields (including custom fields) from the SutieCRM Case module, and present them for the Joomla user to fill in.

1b. Some fields should be auto-filled based on the logged in Joomla user’s data, for example, name. Other fields automatically filled based on context, for example, date should be set to current date and time.

  1. The option should also be provided to display a list of all open and closed cases, and details on any open or closed case.

  2. Also, one click to reopen a closed case, and add a follow up comment or message to a customer support case worker.

17

  1. Email Notifications are firing? To all participants on case conversation, or subscribed/watching (read only).

  2. Maybe now’s a good time to put Advanced Open Portal code (Joomla component, and SugarCRM module) on github, for easier community contributions?

18

Hi Will,

Can you please let us know how to edit the component codes to get the custom fields on the List Cases, New Case module in Joomla Plugin ?

Only the joomla module need to be edited ? or AOP_Case_Updates in SuiteCRM has to be edited ?

Where this query to update/list cases is implemented ? in Joomla module or in SuiteCRM

Please let me know how can we modify the code to reflect the changes?

Really Appreciate your help

19

Hello everyone,

Does anyone know what the default display order of cases in the portal?
And, if is there a way to change this order?