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GET request return 500 internal server error with max_num -1

Autchara Chaiprom

In Account, we have 2x,xxx cases inside 

Someone can access this account and work find but someone got return 500 Unknown Error and cannot work on the account

It happens only account with too many cases

It looks like max_num -1 causes this problem who request with max_num -1 will always return an error

In php log, return exhausted memory

I also try to soft delete the users_last_states and user_preferences row on affected user, but not working. 

Maybe some users preference that need to be reset.

The request that caused the problem

GET rest/v11_24/Accounts/{account_id}/link/cases?erased_fields=true&fields=name%2Caccount_id%2Cid%2Cstatus%2Cmy_favorite&max_num=-1

Any suggestions to prevent this issue? 

Sugar Ent 14.0.0 On-site

Thanks 

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  • +1 Sugar Employee Badge

    Hello  , 

    Thanks for sharing this scenario.

    From what I can see, the request you’re referring to is likely the one powering the Case Summary Dashlet, as shown in the screenshot below.

    It looks like this out-of-the-box dashlet doesn’t handle a large number of related Cases very well (tens of thousands).

    To confirm, the best next step would be to remove the dashlet temporarily and check whether your users can load the Account record properly again. If that resolves the issue, I’d recommend opening a support case so our team can link this to the documented defect related to this dashlet and prioritize it accordingly.

    #74382 ( portal.sugarondemand.com/ ) 

    Let me know if this helps confirm the root cause.

    Cheers,

    André

Reply
  • +1 Sugar Employee Badge

    Hello  , 

    Thanks for sharing this scenario.

    From what I can see, the request you’re referring to is likely the one powering the Case Summary Dashlet, as shown in the screenshot below.

    It looks like this out-of-the-box dashlet doesn’t handle a large number of related Cases very well (tens of thousands).

    To confirm, the best next step would be to remove the dashlet temporarily and check whether your users can load the Account record properly again. If that resolves the issue, I’d recommend opening a support case so our team can link this to the documented defect related to this dashlet and prioritize it accordingly.

    #74382 ( portal.sugarondemand.com/ ) 

    Let me know if this helps confirm the root cause.

    Cheers,

    André

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