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Custom Record.php blocking Escalate button after upgrade

Daniel Hill

Hi all.

We have recently upgraded lots of customers from V13 > V14. However it's recently been noted that the "Escalate" button is missing from the dropdown. 

I think I've narrowed this down to being because we have a custom record.php from studio here - custom/modules/Cases/clients/base/views/record.

I can "manually" add the button to the record.php, but this doesn't seem right. Am I missing something here as I'd expect the upgrade to automatically add any buttons to custom record.php files.

Thanks,

Daniel

  • 0

    Hi Daniel,

    We encountered a similar issue after upgrading to version 14.2. The problem we faced was the misalignment of the edit button in the Accounts and Opportunities modules. This was caused by the escalate button appearing in the Account and Opportunity record views.

    We opened a ticket, and Sugar Support confirmed it as a bug: Bug #96073. Based on our experience, I believe the issue you encountered may also be a bug in the new version of Sugar. I recommend opening a ticket in the support portal so they can address it without requiring you to apply a manual fix.

    Best Regards,
    Ramya Katram

    www.bhea.com

  • 0

    Hi  ,

    The record view is basically an array, the ['buttons'] sub-array, and in particular the ['actiondropdown'] sub-array within that, controls what you see in the as the actions menu.

    That is where the "Escalate" button lives, in the default Cases record view ( see: modules/Cases/clients/base/views/record/record.php ); it's the second element in the array at $viewdefs['Cases']['base']['view']['record']['buttons'][actiondropdown']['buttons']

                    [
                    'type' => 'escalate-action',
                    'event' => 'button:escalate_button:click',
                    'name' => 'escalate_button',
                    'label' => 'LBL_ESCALATE_BUTTON_LABEL',
                    'acl_action' => 'create',
                ],

    If your custom view overrides the buttons too, as mine does, then any new ones that are added don't automatically get populated.

    I know, it's a bit odd since sugar DOES add new fields to our custom views, like the "is_escalated" badge that was automatically inserted into the ['panel_header'] of the view.

    If you don't mind working in code, you will simply have to add the escalate button code found in the standard view to your custom code in the$viewdefs['Cases']['base']['view']['record']['buttons'][actiondropdown']['buttons'] section of the array and do a QRR for the Escalate option to show in your actions menu.

    If you don't work in code, then I guess you have two options: restore the default layout of your Cases module from Studio and then re-customize your layout to what you wanted it to be, or ask support to add the Escalate button to your custom view and let them do it through code.

    FrancescaS

  • 0 in reply to Francesca Shiekh

    Thanks  ! I've added it via the method you mention, I was hoping there may be an automated way as we have 100+ containers to do this on potentially. But glad to know I'm going down the right route. Thanks!