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Sending new assignee email while creating a case is not working. #5181

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opened 2026-02-20 16:31:02 -05:00 by deekerman · 5 comments

deekerman commented

2026-02-20 16:31:02 -05:00

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Originally created by @ebsi-RBakade on GitHub (Apr 3, 2024).

Issue

Email notification is not sending while creating a case at the first timet to assignee. But when we update case and reassign case to other User then it works.

Expected Behavior

It should send an email to assignee for newly created Case.

Actual Behavior

Email is not sending to assignee when new case is created.

Possible Fix

Move the following line below if else block
https://github.com/salesagility/SuiteCRM/blob/hotfix/data/SugarBean.php#L2411

$this->_sendNotifications($check_notify);
it should be below if else block because at that time case is not created. It gets only created in the else block having insert() function.
When I moved _sendNotification() line below if else block then it’s working as intended.

Steps to Reproduce

create a new case by filling all the required fields.
make sure that assignee field should not be blank and that assignee should have valid email address.
save the case.
email is received without contact and and case number.

Context

Your Environment

SuiteCRM Version used: 7.4.3
Browser name and version (e.g. Chrome Version 51.0.2704.63 (64-bit)): Google Chrome 123.0.6312.86 (Official Build) (32-bit)
Environment name and version (e.g. MySQL, PHP 7): MariaDB : 5.5.5-10.1.21, PHP 5.3
Operating System and version (e.g Ubuntu 16.04):Windows 32 Bit

Originally created by @ebsi-RBakade on GitHub (Apr 3, 2024).     #### Issue Email notification is not sending while creating a case at the first timet to assignee. But when we update case and reassign case to other User then it works.   #### Expected Behavior It should send an email to assignee for newly created Case.  #### Actual Behavior Email is not sending to assignee when new case is created.   #### Possible Fix Move the following line below if else block https://github.com/salesagility/SuiteCRM/blob/hotfix/data/SugarBean.php#L2411 `$this->_sendNotifications($check_notify);` it should be below if else block because at that time case is not created. It gets only created in the else block having insert() function. When I moved _sendNotification() line below if else block then it’s working as intended.  #### Steps to Reproduce   1. create a new case by filling all the required fields. 2. make sure that assignee field should not be blank and that assignee should have valid email address. 3. save the case. 4. email is received without contact and and case number. #### Context   #### Your Environment  * SuiteCRM Version used: 7.4.3 * Browser name and version (e.g. Chrome Version 51.0.2704.63 (64-bit)): Google Chrome 123.0.6312.86 (Official Build) (32-bit) * Environment name and version (e.g. MySQL, PHP 7): MariaDB : 5.5.5-10.1.21, PHP 5.3 * Operating System and version (e.g Ubuntu 16.04):Windows 32 Bit

deekerman added the

Status: Requires Updates

label

2026-02-20 16:31:02 -05:00

deekerman commented

2026-02-20 16:31:03 -05:00

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@chris001 commented on GitHub (Apr 3, 2024):

@ebsi-RBakade Would you make a new Pull Request (referencing this Issue number) with the edited file, for review, test, and if approved, add to app.

@chris001 commented on GitHub (Apr 3, 2024): @ebsi-RBakade Would you make a new Pull Request (referencing this Issue number) with the edited file, for review, test, and if approved, add to app.

deekerman commented

2026-02-20 16:31:03 -05:00

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@ebsi-RBakade commented on GitHub (Apr 4, 2024):

@chris001
I have reopened this Bug. Please take a look.

@ebsi-RBakade commented on GitHub (Apr 4, 2024): @chris001 I have reopened this Bug. Please take a look.

deekerman commented

2026-02-20 16:31:03 -05:00

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@johnM2401 commented on GitHub (Apr 9, 2024):

Hey @ebsi-RBakade !
Thank you for getting in touch!

I've given this a try on the latest version, with:
SuiteCRM 7.14.3
PHP 8.2

and this appears to be working as expected.

Have I perhaps missed something in replication?

I'm attempting:

Create a new Case
Assign it to a user other than myself
See that the user recieves an Email
My selected user does get the assignment mail:

I see from your issue that you're using SuiteCRM 7.4.3 and PHP 5.3
Is this correct?
If so, would you be able to try on a more recent version of SuiteCRM & supported PHP version and let us know if you are still able to replicate this issue?

You also mention:
"email is received without contact and and case number."
However, I don't believe the OOTB Record Assignment Email contains this information. (See screenshot above)
Do you perhaps have a custom assignment template?
Or are you referring to another feature?

Thanks!

@johnM2401 commented on GitHub (Apr 9, 2024): Hey @ebsi-RBakade ! Thank you for getting in touch! I've given this a try on the latest version, with: SuiteCRM 7.14.3 PHP 8.2 and this appears to be working as expected. Have I perhaps missed something in replication? I'm attempting: - Create a new Case - Assign it to a user other than myself - See that the user recieves an Email My selected user *does* get the assignment mail: ![image](https://github.com/salesagility/SuiteCRM/assets/13675281/3ca5f65e-4ad8-4e20-b18e-e613818ed21f) ![image](https://github.com/salesagility/SuiteCRM/assets/13675281/8de3ad1c-1ad5-46c2-a6a2-0e7b89b68342) <br> I see from your issue that you're using SuiteCRM 7.4.3 and PHP 5.3 Is this correct? If so, would you be able to try on a more recent version of SuiteCRM & supported PHP version and let us know if you are still able to replicate this issue? <br> You also mention: "email is received without contact and and case number." However, I don't believe the OOTB Record Assignment Email contains this information. (See screenshot above) Do you perhaps have a custom assignment template? Or are you referring to another feature? Thanks!

deekerman commented

2026-02-20 16:31:03 -05:00

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@ebsi-RBakade commented on GitHub (Apr 17, 2024):

@johnM2401
thanks for that Input. I confirmed that contact name and case number are the custom field added in the email template at data/SugarBean.php file inside create_notification_email() function.

@ebsi-RBakade commented on GitHub (Apr 17, 2024): @johnM2401 thanks for that Input. I confirmed that **contact name and case number** are the custom field added in the email template at data/SugarBean.php file inside create_notification_email() function.

deekerman commented

2026-02-20 16:31:03 -05:00

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@SuiteBot commented on GitHub (May 28, 2024):

This issue has been mentioned on SuiteCRM. There might be relevant details there:

https://community.suitecrm.com/t/add-case-number-to-case-assignment-email/52103/18

@SuiteBot commented on GitHub (May 28, 2024): This issue has been mentioned on **SuiteCRM**. There might be relevant details there: https://community.suitecrm.com/t/add-case-number-to-case-assignment-email/52103/18