Workflow removing link between Contact and Case

[mdbusse]

First things first. We are running Sugar Enterprise version 5.2.0a, on a Windows Server, Apache version 2.0.53, Php 5.2.4, with Oracle 10g for the database.

Now that that's out of the way, I can talk about the problem.

We have a bunch of workflows. They work, for the most part, pretty much the way we expected them to work.

There is one significant bit of weirdness, though. We like to create cases via the Cases subpanel at the bottom of the Contacts module. This works all fine and dandy, but when one of those Cases triggers certain workflows, the link between the Contact and the Case disappears.

We're not at all sure why this is, and we haven't found any posts on the forum that help us.

The workflows in question all change fields in the records if certain things are not filled in. So, if, say, one creates a Case of the "Network wonkiness" type, and the space for "MAC address" doesn't have anything in it, the status of the case can't be anything other than "Draft" and the field we use to nag people will have "Get the user's MAC address" in it.

Does anyone have any ideas why that link would disappear?

[sugarcane]

Hello mdbusse,

it is really hard to troubleshoot without being able to view your system and the workflows you have set up. it is possible that one workflow updates the values of some of the fields (causing the relationship to break). Or it is possible that there is a bug. Because you have enterprise, i would suggest logging a support case with Sugar if you have not already. They should be able to look into it or at least let you know if there is a known bug.

[mdbusse]

sugarcane,

I read this bit.

it is really hard to troubleshoot without being able to view your system and the workflows you have set up. it is possible that one workflow updates the values of some of the fields (causing the relationship to break).

Okay, almost all of our workflows update the values of some fields. Reading what you wrote, it seems to imply that will break relationships. Am I reading that right? Is it in fact true that if you have a workflow which operates on a Case, it will break relationships between that Case and a Contact?