Empty Cases created by Email Arciving User (SNIP)

I have not used SNIP but if you look at: 

modules/SNIP/SugarSNIP.php

public function importEmail concludes with a call to relateRecords:

        // Relate records

        if(!empty($e->subject)) {

            $this->relateRecords($e);

        }

And the first thing that does is create a case.

    /**
     * Relate records to this email
     * @param Email $e
     */
    protected function relateRecords($e)
    {
        // relate a case
        $case = BeanFactory::newBean('Cases');
        $subj = str_replace("%1", '(\d+)', preg_quote($case->getEmailSubjectMacro(), "#"));
        if(preg_match("#$subj#", $e->subject, $match) && !empty($match[1])) {
            $caseid = $match[1];
            $GLOBALS['log']->info("Trying to link to case $caseid");
            $case->retrieve_by_string_fields(array("case_number" => $caseid));
            if(!empty($case->id)) {
                $case->load_relationship("emails");
                $case->emails->add($e);
            }
        }
        // allow custom stuff
        $e->call_custom_logic("after_email_import");
    }

(Curious that it still uses retrieve_by_string_fields which was deprecated a long time ago.)

So here is my thought... 

is it possible that the first line: 

$case = BeanFactory::newBean('Cases');

Is actually saving the empty case bean, but then failing to pass the if statement for the macro and therefore not linking the email to the case?

I guess I've never used BeanFactory::newBean without fist making sure I actually wanted to create and save a bean...

Or perhaps there is something in your after_email_import custom logic?

I'll be curious to see what you find.
Francesca

Hi all, hello Francesca Shiekh...

This was a bit beyond my skill level and to be honest I have just been deleting the blank cases created throughout the day, as and when I think about it.

Yesterday I finally rasied a case for it and have learned it is already a reported defect!   So that is good to know.

Here is the link for anyone getting the same issue (we are now in Sugar Sell Advance v12 and it's the same):

https://portal.sugarondemand.com/#supp_Bugs/88706

...and to save you a click:

88706  
Description  

When an email is archived using the SNIP email archiving address and the case macro, a blank Case will be added to the Cases module.  

Steps to duplicate (v11.1 or v11.2):

1. Enable SNIP email archiving.

2. Create a case (or use existing).

3. Send an email to the SNIP address with a case macro matching the case number from step #2.  

Expected Results: Email is archived, existing case is linked to archived email.  

Actual Results: Email is archived, existing case is linked to archived email, new blank case is created.  

Issue not replicable in 11.0.2 but is present in 11.1 and 11.2.

*Edit* to add that I have now setup data Archiver to delete these phantom cases for me while I await the official fix.

This will mean the scheduler (Run Active Data Archives/Deletions) will do the deletion for me weekly:  On thehour; 22:00; Saturday, or whenever I choose to run manually it from 'perform now'.

This is what I setup in the Data Archiver if it helps too. It  tested perfectly.

Again - i hope this info is useful for others with similar issues.
Best regards all,
Luke.

Hi all, hello Francesca Shiekh...

This was a bit beyond my skill level and to be honest I have just been deleting the blank cases created throughout the day, as and when I think about it.

Yesterday I finally rasied a case for it and have learned it is already a reported defect!   So that is good to know.

Here is the link for anyone getting the same issue (we are now in Sugar Sell Advance v12 and it's the same):

https://portal.sugarondemand.com/#supp_Bugs/88706

...and to save you a click:

88706  
Description  

When an email is archived using the SNIP email archiving address and the case macro, a blank Case will be added to the Cases module.  

Steps to duplicate (v11.1 or v11.2):

1. Enable SNIP email archiving.

2. Create a case (or use existing).

3. Send an email to the SNIP address with a case macro matching the case number from step #2.  

Expected Results: Email is archived, existing case is linked to archived email.  

Actual Results: Email is archived, existing case is linked to archived email, new blank case is created.  

Issue not replicable in 11.0.2 but is present in 11.1 and 11.2.

*Edit* to add that I have now setup data Archiver to delete these phantom cases for me while I await the official fix.

This will mean the scheduler (Run Active Data Archives/Deletions) will do the deletion for me weekly:  On thehour; 22:00; Saturday, or whenever I choose to run manually it from 'perform now'.

This is what I setup in the Data Archiver if it helps too. It  tested perfectly.

Again - i hope this info is useful for others with similar issues.
Best regards all,
Luke.