Workflow Issues

[spencerm]

Hello,

Here is a brief history of what was going on with our CRM. We have the professional 5.0f version and are running it on a Linux server. We set up an inbound email box for support emails, but when we would try test emails, the scheduler would switch to "in progress" and stay that way. After extensive troubleshooting with sugar support, kbrill found that a problem with one of my workflows was causing the scheduler to freeze. Upon making the workflow inactive, the scheduler unfroze and the inbound emails have worked just fine. However, since then I have noticed that workflows do not work when we try to use them for the following situations:

Anytime a workflow's goal is to change the value of a field in a related module based on an action taking place in the target module. Here are some examples:

1. A workflow is created for when a customer replies to a support email that contains a case macro in the subject heading, and the case referenced status is “closed”, then the case status will change from “closed” to “new”, and a notification will be sent to the user assigned to the case (the target module is emails and the related module is cases).
2. A workflow is created for when a client replies to an email referencing a case# so that the assigned user of the case (which is related to the target module or email module in this instance) gets an alert sent to their email.

In order to try to troubleshoot this myself, I have attempted multiple workflow variations to see if there is a work around for this. I have also erased all of my workflows and rebuilt them from scratch as well as done repairs and rebuilds. I am basically out of options and beginning to lose hair. Any help would be great! I also, would like to know if anyone else is experiencing the same difficulties… Thanks!

[ptemplin7]

One of my workmates found this. Might help,

http://www.packtpub.com/article/deve...ithin-sugarcrm

Good luck, Paris

[spencerm]

That didn't help unfortunately. Any other ideas?

[ptemplin7]

Have you considered using a logic hook to accomplish this? I assume you could probably do some coding as well but that depend on your PHP skills.

Consider the logic hooks and see if they could make the changes you need.

Good luck,
Paris

[spencerm]

Sounds good. I'll give it a shot and let you know what happens.

Thanks!

[dcurrie]

I recently had a scheduler issue where the job would get stuck "in progress". Ultimately, the fix was to upgrade the version of PHP that I run on my Linux (Debian) machine. My issue had to do with automatically e-mailing reports.
I wound up going from PHP version 5.2.0 to 5.2.6. This solved the problem immediately.
Just FYI.

don