The variables in the email template (case creation) do not parse


We have setup automatic case creation in the SuiteCRM so that when someone sends an email to for example, a new case is created automatically and the sender will receive an email with the details of the case that was created.

The automatic case creation in the SuiteCRM is happening already, we also receive the email with the details of the new case that was created. The problem we have is that the email that we receive shows the variables and NOT the actual values. See attached screenshot for reference (file name: sample_email.PNG)

Below are the configuration that we have setup to make this happen.

SuiteCRM Version 7.8.1
Sugar Version 6.5.24 (Build 509)

Enable Advanced OpenPortal (AOP) settings from the Admin
Distribution Method = Single User
See attached screenshot (file name: aop_settings.png)

We’ve used the existing email template called “Case Creation”
Type = Email
Enabled the “Send Text Only”
See attached screenshot (file name: case_creation_template.png)

Configured an email account. This is where the emails for case creation will come in.
After setting this up, a new inbound email was created automatically with type = personal. I’ve set this to Inactive.

Setup new Group Mail Account from the Admin > Inbound Email and configured the email account in here.
Under Email Handling Options, I’ve enabled the Import Emails Automatically and Create Case from Email then set the Distribution Method to “Use AOP Default”. Used the template “Case Creation”.
See attached screenshot (file name: inbound_email.png)

Any help on this case is very much appreciated.

Thank you.


this is a known issue, and it has already been fixed. You can try finding the solution on Github and applying it yourself manually, or better, upgrade to 7.8.12.

As always, make sure you have a complete backup of files and database before upgrading.