How best to debug a missing case number in case notification email.

[iba-jsykes]

Issue

I have a new install of 7.11.7 and my case number is missing from my notification email.

In Case.php, i have the following writing to the log :

public function set_notification_body($xtpl, $case)
 {
     global $app_list_strings;
     $GLOBALS['log']->debug("debugging case");
     $GLOBALS['log']->debug(print_r($case->case_number, true));
     $xtpl->assign('CASE_NUMBER', $case->case_number);
     $xtpl->assign('CASE_SUBJECT', $case->name);
     $xtpl->assign(
         'CASE_PRIORITY',
         (isset($case->priority) ? $app_list_strings['case_priority_dom'][$case->priority] : '')
     );
     $xtpl->assign('CASE_STATUS', (isset($case->status) ? $app_list_strings['case_status_dom'][$case->status] : ''));
     $xtpl->assign('CASE_DESCRIPTION', $case->description);

     return $xtpl;
 }

which outputs :

Tue Oct 22 11:44:41 2019 [1528][1][DEBUG] debugging case
Tue Oct 22 11:44:41 2019 [1528][1][DEBUG]

$case->name works just fine.

I've added CASE_NUMBER to my email template, which obviously is blank.

The database entry for this email HAS the case number.
The log file and the actual email do not.

Expected Behavior

This was working in a previous version.

Steps to Reproduce

1.Set up custom email template
2.Try to add CASE_NUMBER
3.Create a case using the UI and assign it.
4.User gets email, case number is blank.

Your Environment

• SuiteCRM Version used: 7.11.7
• Browser name and version (e.g. Chrome Version 51.0.2704.63 (64-bit)): Chrome latest
• Environment name and version (e.g. MySQL, PHP 7):mysql 5.7, PHP 7.1
• Operating System and version (e.g Ubuntu 16.04): Windows Server 2019

[pgorod]

How do you generate the notification? Please update your "steps to reproduce" to include that, not just the template creation. After having the template ready, you do something to trigger the notification, what is it, exactly?

[iba-jsykes]

Updated. Just using the UI to create a case.

[pgorod]

And where did you set up the email template? Do you mean you edited en_us.notify_template.html? If so, please paste the relevant section here, I want to try this exactly the same way you're trying. Thanks.

[iba-jsykes]

Yes, I put my modified template in /custom/include/language/en_us.notify_template.html

line 68 starts the case :

<!-- BEGIN: Case_Subject -->
<p>SuiteCRM Case - {CASE_SUBJECT} {CASE_NUMBER}</p>
<!-- END: Case_Subject -->
<!-- BEGIN: Case -->
<p><b>{ASSIGNER}</b> has assigned a Case to <b>{ASSIGNED_USER}</b>.</p>
<p>
Subject: {CASE_SUBJECT}<br/>
Priority: {CASE_PRIORITY}<br/>
Status: {CASE_STATUS}<br/>
Description: {CASE_DESCRIPTION}
Case : {CASE_NUMBER}
</p>
<p>You may <a href={URL}>review this Case</a>.</p>
<!-- END: Case -->

Also, thanks for taking a look at this.

[iba-jsykes]

Was this not reproducible?

[pgorod]

I'm sorry, I just didn't have time to look at this again.

I'm thinking that a possible problem is if the number doesn't yet exist, because the case is being created.

If you send the email at a later event (for example, changing the assignment of a Case that has already been created and saved earlier), does the CASE_NUMBER appear?

[iba-jsykes]

No problem at all.

Yes, secondary assignment works, and the template has access to the number, this is only an issue on case creation. I was eventually able to hit a breakpoint on the object being passed to Smarty and it's definitely not there. Version 6.x of this functionality worked without issue, but I believe custom notification template handling changed a lot since then.

[pgorod]

Ok, that's interesting. So when you hit that breakpoint, if you look at the call stack and see where it's being called from, in one of the levels above you should find the place were eventually (further ahead) the case number gets assigned. Maybe it's possible to move that to a point earlier in the code, so you have it available in the notification?

(or, saying it the other way around, maybe the notification can be moved to a later point)

[serhiisamko091184]

Hello, @iba-jsykes

The issue has been marked as stale because there has been no recent activity. It will be closed if no further activity occurs.
Thanks for your contributions.

Regards,
Serhii

[serhiisamko091184]

Hey @iba-jsykes

Closing this issue due to inactivity.
Thank you.

Regards,
Serhii