Updates - Text: & Case Updates Threaded: fields are not working in v7.13 | displaying as undefined | CASES Module

English Language - Forum
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1

CRM v7.13 | PHP 7.4

I have read few posts on forum related to this, but it did not resolve.

When I am trying to write at Case Updates Threaded: field, I am getting undefined on UI as well as in database table (aop_case_updates)

Tried this fix, but it did not work

In studio:
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Fields in studio:

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For example,

Internal Update Ron Sui 02/13/2024 xx:xxPM
undefined

Please help to resolve this issue!

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Anyone has solution for this?

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Just on the off-chance check Admin > Case Module Settings

Is case automation enabled?

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I remember once turning this off and then hearing the chorus of screams from the team as they couldn’t add in AOP_Case_Updates into an existing Case

4

Yes, it is enabled.

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5

Is your CRM language in English? If it is not, try changing to English and see if the error persists.

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Yes, under Admin->LANGUAGES, it is English

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Are you “writing” there with code, or by typing in the UI?

If it’s code, you have a bug in your code

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I am typing on the UI, not code.

So, I am typing text in the below box and clicking on SAVE. Then, I am getting a entered text but it is showing undefined. Also, in database it is storing as undefined.

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Another two things to check

1
What custom fields do you have in the cases_cstm db table?
I’ve seen this behaviour in a separate post but it was reported there that it was a DB Schema miss match that was causing the ‘undefined’ check everything matches there?

2
Also the fields internal update, and update text field - is this on your detail view layout - if they are remove them from the detail view
“Updates - Text” field which usually is only on editview. If it’s on detailview too the field will be added on DetailView. The detailview page will have 2 id with same name “update_text”.
(could cause an undefined)

1 Like
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Yes, I have those two fields on my detailview :face_with_peeking_eye:

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Shall I remove them from studio->Cases->Layouts->Detail View? :thinking:

Then do SAVE & DEPLOY?

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Yes take those two fields away from detailview and do save & deploy and re try to save a case update

1 Like
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So, in Edit View of Cases module. :ballot_box_with_check: Sync to Detail View was checked.

We unchecked that box and deleted two fields from Detail View as per suggested by Mark.
Hurray :partying_face: now it is working !!! :blush:

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Excellent! Yeah the cases module is a bit finicky with the detail views - glad you got it sorted!

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Do you guys have sync to detail view checked in the cases module? :thinking: :face_with_peeking_eye: