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#3624 - Sugar CRM call reminder issue

Closed Bug? created by LeahP 6 years ago

Hi,

We have been experiencing issues with our sugar CRM call reminders. The call reminders come on time but they always come from one user, even if that user is no where involved in creating or assigning the call to users. The reminders say that he has assigned a call. We reported this to Sugar CRM support and after investigation they said that SugarChimp logic hooks are interfering with legacy workflows. They also pointed out the following lines of code that are causing the issue.

a.) $hook_array['before_save'][] = Array(50,'SugarChimp','modules/SugarChimp/includes/classes/SugarChimp/LogicHook.php','SugarChimp_LogicHook','PersonUpdateBeforeSave',);

b.) $hook_array['after_save'][] = Array(50,'SugarChimp','modules/SugarChimp/includes/classes/SugarChimp/LogicHook.php','SugarChimp_LogicHook','PersonUpdateAfterSave',);

c.) $hook_array['after_delete'][] = Array(50,'SugarChimp','modules/SugarChimp/includes/classes/SugarChimp/LogicHook.php','SugarChimp_LogicHook','PersonAfterDelete',);

d.) $hook_array['before_delete'][] = Array(50,'SugarChimp','modules/SugarChimp/includes/classes/SugarChimp/LogicHook.php','SugarChimp_LogicHook','PersonBeforeDelete',);

They believe that the issue can be solved by removing the SugarChimp logic hook. But that could create other issue. Could you please look into this and see if you could fix the issue.

Thanks

Fanatical Labs Provider Affiliate
6 years ago

Hello Christopher,

Thank you for reaching out, and I'm sorry for any problems caused here. We have seen a bug in Sugar where custom logic hooks do cause workflows to have issues. However, the most common workaround is to delay your workflow by a minimal amount, so that the logic hook fires, and then the workflow fires.

Can you try to adjust your legacy workflows to add the delay and see if that fixes your issues?

Thanks, Jon

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LeahP
6 years ago

Hi Jon,

We are currently using a legacy workflow that fires once a Call record start date is less than 15 minutes from the start time. At that time, an alert is sent to the user assigned to the call record. No changes are made to the call record itself.

With this in mind, it is unclear how we could delay the workflow. It seems that the workflow is possibly causing the logic hook to fire, but that is also unclear.

Are you able to provide more information on what steps are taken to create a delay that you mentioned in a legacy workflow?

Thanks

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- Jon S Provider
  6 years ago
  
  Hello Christopher,
  
  Thank you for your response. This is going to be a different problem than what we have seen in the past, as those workflows have been firing when a record is saved. This would cause our logic hooks to fire, simultaneously and cause problems. In your case, it sounds like the only modules that are involved are the Call and User modules? Does anything touch a Contact/Lead/Account module? If not, then I'm not sure how our logic hooks are firing from this workflow either.
  
  This is a unique issue that we have not come across as of yet. I recommend that we get on a call at your earliest convenience to see if we can troubleshoot when/how the logic hook is firing on our side. Once we know that, we can figure out how to help get a fix in place.
  
  Thanks, Jon
  
  reply
LeahP
6 years ago

Hi Jon,

I do not think that the Contact/Lead/Account modules are touched by this workflow in anyway. Also, we created this workflow around 6 months ago but we started experiencing the problem just recently. Happy to do a call anytime today between 9:00 AM to 4:00 PM AEDT

Thanks

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Jon S Provider
6 years ago

Hello Christopher,

Can you schedule a time for us to chat here: https://calendly.com/fanaticallabs/sugarchimp-support

We will see what we can find.

Thanks, Jon

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Jon S Provider
6 years ago

I wanted to take a minute to update the case with the latest development from our recent calls together.

We have found that not all call reminders are having issues, but when there are issues, it is always the same person who is marked as sending the reminders. To best debug the issue, you are going to install a package that increases logging around our logic hook functions so that whenever a call reminder comes in that is corrupt, we should have good logging from the SugarChimp Logic Hook to see what actions we have taken in regards to the updated records.

I am waiting to hear back from you and receive logs after your next corrupted call reminder.

Thanks, Jon

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Jon S Provider
6 years ago

Hello there,

I'm going to go ahead and close this case out. If you are still having issues or have more questions, you can respond to this case or create a new one.

Kind Regards, Jon

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