AOP. The case creation email is not being sent when relating a case to a contact #4729

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opened 2026-02-20 16:22:51 -05:00 by deekerman · 2 comments

deekerman commented

2026-02-20 16:22:51 -05:00

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Originally created by @txinparta on GitHub (Feb 9, 2022).

Issue

When a contact is associated to a case, the contact receives case creation, update and case closure emails.
If you do it the other way around, to associate a case to a contact, the inital email is not created.

Expected Behavior

In switchboards, for example, the person who attends the customer usually searches if the contact exists in the application. If it exists, it opens the contact and creates the case in the cases submodule.

The customer should receive the message of the new case opened in his/her name.

Actual Behavior

If we associate a case to a contact the initial email is not sent.

Steps to Reproduce

Prerequisites: an outgoing email and AOP (Advanced Open Portal) enabled.
Load the detail view of a contact.
Go to cases submodule.
Create a new case from cases submodule - or associate an existing one - .
The case is associated with the contact but the initial email is not sent.

Context

Your Environment

SuiteCRM Version used: 7.12.1
Browser name and version: Firefox Developer Edition Versión 98.02b (64-bit), Chromium version 90.0.4430.212 (Developer Build)
Environment name and version: Distrib 10.6.0-MariaDB, PHP 7.3.17
Operating System and version: Debian 10 (buster)

Originally created by @txinparta on GitHub (Feb 9, 2022).    #### Issue   When a contact is associated to a case, the contact receives case creation, update and case closure emails. If you do it the other way around, to associate a case to a contact, the inital email is not created. #### Expected Behavior  In switchboards, for example, the person who attends the customer usually searches if the contact exists in the application. If it exists, it opens the contact and creates the case in the cases submodule. The customer should receive the message of the new case opened in his/her name. #### Actual Behavior   If we associate a case to a contact the initial email is not sent.   #### Steps to Reproduce   1. Prerequisites: an outgoing email and AOP (Advanced Open Portal) enabled. 2. Load the detail view of a contact. 3. Go to cases submodule. 4. Create a new case from cases submodule - or associate an existing one - . 5. The case is associated with the contact but the initial email is not sent. #### Context   #### Your Environment  * SuiteCRM Version used: 7.12.1 * Browser name and version: Firefox Developer Edition Versión 98.02b (64-bit), Chromium version 90.0.4430.212 (Developer Build) * Environment name and version: Distrib 10.6.0-MariaDB, PHP 7.3.17 * Operating System and version: Debian 10 (buster)

deekerman added the

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2026-02-20 16:22:51 -05:00

deekerman commented

2026-02-20 16:22:52 -05:00

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@johnM2401 commented on GitHub (Feb 11, 2022):

Hey there,

I'm only able to partly replicate your issues, I'm afraid

On relating an Existing Contact to an Existing Case, The email does seem to send out, on my end.

Do you have all the relevant Email Templates selected in Admin->"Case Module Settings" ?

Do you get any errors in the SuiteCRM.log or your PHP error log?

However, I am able to replicate the issue of Cases not sending Emails on creation, so I'll mark this as a "Bug"

@johnM2401 commented on GitHub (Feb 11, 2022): Hey there, I'm only able to partly replicate your issues, I'm afraid On relating an Existing Contact to an Existing Case, The email *does* seem to send out, on my end. Do you have all the relevant Email Templates selected in Admin->"Case Module Settings" ? ![image](https://user-images.githubusercontent.com/13675281/153591956-cd330f14-e15d-4847-ad95-7dc3deb4178f.png) Do you get any errors in the SuiteCRM.log or your PHP error log? <br> However, I *am* able to replicate the issue of Cases not sending Emails on creation, so I'll mark this as a "Bug"

deekerman commented

2026-02-20 16:22:53 -05:00

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Owner

@txinparta commented on GitHub (Feb 16, 2022):

Hey John,

My mistake, It's true :), relating an existing Case to a Contact sends Ok the email.
(I have Email Templates selected in Admin->"Case Module Settings" )

The problems is as you say only on creation. Since the Case is new "$bean->fetched_row" is false in creationNotify function.

modules/AOP_Case_Updates/CaseUpdatesHook.php:

    /**
     * Called by the after_relationship_save logic hook in cases. Checks to ensure this is a
     * contact being added and sends an email to that contact.
     *
     * @param $bean
     * @param $event
     * @param $arguments
     */
    public function creationNotify($bean, $event, $arguments)
    {
        if (isset($_REQUEST['module']) && $_REQUEST['module'] === 'Import') {
            return;
        }
        if ($arguments['module'] !== 'Cases' || $arguments['related_module'] !== 'Contacts') {
            return;
        }
        if (!$bean->fetched_row) {
            return;    //  ------------ on new cases it falls in this if
        }
        if (!empty($arguments['related_bean'])) {
            $contact = $arguments['related_bean'];
        } else {
            $contact = BeanFactory::getBean('Contacts', $arguments['related_id']);
        }
        $this->sendCreationEmail($bean, $contact);
    }

@txinparta commented on GitHub (Feb 16, 2022): Hey John, My mistake, It's true :), relating an existing Case to a Contact sends Ok the email. (I have Email Templates selected in Admin->"Case Module Settings" ) The problems is as you say only on creation. Since the Case is new "$bean->fetched_row" is false in creationNotify function. modules/AOP_Case_Updates/CaseUpdatesHook.php: ``` /** * Called by the after_relationship_save logic hook in cases. Checks to ensure this is a * contact being added and sends an email to that contact. * * @param $bean * @param $event * @param $arguments */ public function creationNotify($bean, $event, $arguments) { if (isset($_REQUEST['module']) && $_REQUEST['module'] === 'Import') { return; } if ($arguments['module'] !== 'Cases' || $arguments['related_module'] !== 'Contacts') { return; } if (!$bean->fetched_row) { return; // ------------ on new cases it falls in this if } if (!empty($arguments['related_bean'])) { $contact = $arguments['related_bean']; } else { $contact = BeanFactory::getBean('Contacts', $arguments['related_id']); } $this->sendCreationEmail($bean, $contact); } ```