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NOTIFYING to assigned user when the STATUS changed on CASE

Question asked by Murat Cansever on Dec 5, 2017
Latest reply on Dec 18, 2017 by Lavanya MR

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We're currently using: Community Edition/Version 6.5.25
In this version there is no any workflow to create&apply on any Case and this is sad!
So I searched a little bit on your community topics, there was a solution like using logic hooks but I can't find this solution part in our sugar version and don't know how to do that.

Clearly, we want to that:

The created case by any user is also successfully transmitted to the user who assigned as mail as it should be. [It's working.]
Later then, when the user who assigned to give a solution to the case over SugarCRM is changing the status of the case.
When the assigned user changes the status, also an e-mail need to reach to the user who created the assigned user.

Afterwards, we also add AlineaSol Work Flow Manager today but no idea how to use.

Thanks in advance!

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Alan Beam Dec 5, 2017 10:02 AM

Hi Murat!

I recommend you start by reading up on Sugar's Introduction to Logic Hooks. This will help you to familiarize yourself with the concepts. You can also take a look at their Example Logic Hooks to see what one might look like in action. Once you have it setup to do what you want, you can install it via Module Loader using an installable package.

I hope that helps! If you have any additional questions don't hesitate to let me know via private message or as a response here.

-Alan

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Murat Cansever @ Alan Beam on Dec 5, 2017 10:44 PM

Thank you for your interest!

Can you just describe to me how I am going to do this logic hooks... Because I didn't understand at all!

My IT manager said to me use this workflow: AlineaSol Work Flow Manage

Do you have a any idea about that workflow?

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Murat Cansever @ Alan Beam on Dec 6, 2017 1:00 AM

Hey Alan,

In this version, even when a dropdown status field changes, it must be notify to the assigned user! If even we can do this, then enough for us. Could you help me to that please sir? Can it be set to be triggered on??

I want something like this: http://support.sugarcrm.com/Knowledge_Base/Workflows/Notifying_a_Contact_When_a_Case_Status_Changes/

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Lavanya MR Dec 19, 2017 1:52 PM

Hi Murat,

As you mentioned earlier, i'm not sure whether CE edition has workflow option or not because we are using Pro edition. You can achieve your functionality using both workflow as well as after_save logic hooks code.

Steps for using after_save logic hooks code:

1)Check whether the status changed or not for the current record while saving.

2)If Case status changed, send an email to users whom you required.

Hope this solution will helps to your question.

Good luck,

Lavanya

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Harald Kuske

Dec 19, 2017 12:57 AM

When I tried to implement my 1st workflow in Sugar CE - 10 years ago - I tried different addons and at the end I decided to implement them myself with logic_hooks. Please check the developer guide for version 6.5 (http://support.sugarcrm.com/Documentation/Sugar_Developer/Sugar_Developer_Guide_6.5/ ) where you find everything you have to know to implement these hooks.

http://support.sugarcrm.com/Documentation/Sugar_Developer/Sugar_Developer_Guide_6.5/Module_Framework/Logic_Hooks/

The module hook before_save is the best place to write code to manipulate the data to be saved.

The module hook after_save the best to take action for things which should happen after saving.

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5 Replies

Alan Beam Dec 5, 2017 10:02 AM
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Hi Murat!

I recommend you start by reading up on Sugar's Introduction to Logic Hooks. This will help you to familiarize yourself with the concepts. You can also take a look at their Example Logic Hooks to see what one might look like in action. Once you have it setup to do what you want, you can install it via Module Loader using an installable package.

I hope that helps! If you have any additional questions don't hesitate to let me know via private message or as a response here.

-Alan
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- Murat Cansever @ Alan Beam on Dec 5, 2017 10:44 PM
  Mark Correct
  Correct Answer
  Thank you for your interest!
  
  Can you just describe to me how I am going to do this logic hooks... Because I didn't understand at all!
  My IT manager said to me use this workflow: AlineaSol Work Flow Manage
  Do you have a any idea about that workflow?
  Like • Show 0 Likes0
  Actions
- Murat Cansever @ Alan Beam on Dec 6, 2017 1:00 AM
  Mark Correct
  Correct Answer
  Hey Alan,
  
  In this version, even when a dropdown status field changes, it must be notify to the assigned user! If even we can do this, then enough for us. Could you help me to that please sir? Can it be set to be triggered on??
  
  I want something like this: http://support.sugarcrm.com/Knowledge_Base/Workflows/Notifying_a_Contact_When_a_Case_Status_Changes/
  Like • Show 0 Likes0
  Actions
Lavanya MR Dec 19, 2017 1:52 PM
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Correct Answer
Hi Murat,
As you mentioned earlier, i'm not sure whether CE edition has workflow option or not because we are using Pro edition. You can achieve your functionality using both workflow as well as after_save logic hooks code.
Steps for using after_save logic hooks code:
1)Check whether the status changed or not for the current record while saving.
2)If Case status changed, send an email to users whom you required.

Hope this solution will helps to your question.

Good luck,
Lavanya
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Harald Kuske Dec 19, 2017 12:57 AM
Mark Correct
Correct Answer
When I tried to implement my 1st workflow in Sugar CE - 10 years ago - I tried different addons and at the end I decided to implement them myself with logic_hooks. Please check the developer guide for version 6.5 (http://support.sugarcrm.com/Documentation/Sugar_Developer/Sugar_Developer_Guide_6.5/ ) where you find everything you have to know to implement these hooks.
http://support.sugarcrm.com/Documentation/Sugar_Developer/Sugar_Developer_Guide_6.5/Module_Framework/Logic_Hooks/
The module hook before_save is the best place to write code to manipulate the data to be saved.
The module hook after_save the best to take action for things which should happen after saving.
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NOTIFYING to assigned user when the STATUS changed on CASE

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