Round Robin case creation not working

[anuragc]

Hi all,

I'm running Sugar CE 5.2.0d and currently there are only two users on the system, one of them admin.

We have a group folder that received email and there is a cron job that delivers email to the group folder.

I have set Sugar to create a case each time an email is received in the group folder, and I have set:

Possible Actions: Create Case
Distribution Method: Round-Robin

Everything is working fine, except the fact that all cases are being delivered to only one user (the admin) and none to the second user.

How can I get the Round-Robin to work as it is supposed to - distribute issues across ALL users.

Thanks
Anurag

[shamimwilson]

hi Anurag

did you find the solution.

for me 0 mails are showing in the group folder.

cron job is set properly/
Schedular is running.

But I cant see any mails in the group folder.

I am using 5.2.0e.

Thanks.

[sugarFLO]

I am facing the same problem (Version 5.5.0 CE) ...

All case are automatically assigned to "admin" and mails end up in admin's mailbox.

How can I distribute them to a single user (other than admin) or a group of users?

[sugarFLO]

Does roundRobin work for anyone using the Community Edition?

[sugarFLO]

Ok, here comes a workaround...

It seems like there is a bug in modules/Schedulers/_AddJobsHere.php .
Sugar looks for users in $sugarFolder->assign_to_id - which is always just "admin", as there seems to be no way to assign a group mail folder to anybody but admin (at least in the Community Edition)

I think we should use those users, who are subscribed to this folder (means: who added the group mail folder in their email settings) as a basis to do the roundRobin (or leastBusy) distribution. (Doing this based on "roles" would also make sense, but I decided for the first one.)

Unfortunately there is no way to edit _AddJobsHere.php in an upgrade-safe way. (This has been announced to be fixed in 5.5.0 - so hopefully it will be the case in 5.5.2 or so...)
So at the moment I don't see any other solution than editing this file and keep track of the changes as soon as you upgrade your system.

In the above mentioned file, look for the line:

 $users[] = $sugarFolder->assign_to_id; 
  

Right after, include the following:

 // CUSTOM EXTENSION
                    $q = "SELECT assigned_user_id FROM folders_subscriptions WHERE folder_id = '{$sugarFolder->id}'";
                    $r = $ie->db->query($q);
                    $users = array();
                    while($row = $ie->db->fetchByAssoc($r)) {
                        $users[] = $row['assigned_user_id'];
                    }
                    if (empty($users)) {
                        $users[] = $sugarFolder->assign_to_id;
                    }                
// CUSTOM EXTENSION END 
  

Now Round-robin should work as expected. I did not test the "least busy"-option but I assume it should work as well...

What remains is the fact that the created cases lack any status (e.g. "New") and therefore don't show up in your dashlet. A possible solution is mentioned here: http://kb.sugarcrm.com/featured/auto...inbound-email/
But this is also not upgrade-safe. Maybe someone who is familiar with logic hooks is able to fix it?!

[Mike The KID]

Hi

I'm trying just to get cases even created in the first place. It sounds like your scheduler is working correctly to create the cases. Would you be willing to write up a quick checklist of what you had to do to get it working? Reading your post the one thing I don't know if it's working correctly is my crontab.

Thanks!

[sugarFLO]

Haven't tested yet, but this SEEMS to be fixed as of v5.5.1(RC2)

[roblaus]

Didn't test this one but I wonder how I should generally assign somebody (or a group) to a case automatically. Assume (it's actually the real situation) I have a bunch of partners accessing the system by being limited to their own customers/ leads/activities. Will they get cases as well?

Did anybody test this? And did anybody find a solution for CE to assign cases to a group of people only?

thx

[glen777]

I can get an email account to be checked, and it will create a case for each email. But it only every gets assigned to admin. I've tried this on 5.2 and 5.5 CE.

Can't see how to get it to assign to a particular person. Do we need the pro edition for that?

Cheers,


Glen

[sugarFLO]

@roblaus: As the CE Edition doesn't know teams, the cases will be spread by either "round robin" oder "least-busy" to whom ever is subscribed to the mail folder.

@glen777: As I said, you either need my bugfix above or upgrade to >= 5.5.1
Any user who has got the group mail folder visible in his email settings will be "assigned"/"subscribed".
So in your case, you probably just need to remove the mail folder from admin's view and add it to the user in question.