Case listings only show a portion of total cases

[Tiffani Chin]

I'm not sure what I'm doing wrong:

When we click "My Cases," the form displays how many cases the case manager has correctly.   However, it only shows a portion of those cases in the list below (and there are no options to look at a next page).  So,  if the case manager has 10 cases, only 4 will show up and we can't find any way to navigate to show more.

Likewise, when we click on a contact, we might see that the contact has 7 cases.  When we click on cases, only 2 will appear.  If we delete one (or both) of those two, another case will show up.  So, there is a longer list.  It's just not appearing, nor are we getting any way to navigate to deeper pages. 

Sometimes, if I click a column to resort the listing, more cases will show up.  But, not predictably. 

Any suggestions?  I feel like I'm just missing a default setting somewhere but I can't find it.

For now, we're using the "Cases with recently upcoming activities" to navigate to cases, but that list doesn't always show everyone, which frustrates my staff.

Would very much appreciate any suggestions!
-tiffani

[Erik Hommel]

My Cases only show those cases that are open and have activity schedules for a coming timeframe, I am not sure out of the top of my head what the time frame is. If you want to customise it, you have to check CRM/Dashlet/Page/MyCases.php? The function that gets the cases is CRM/Case/BAO/Case::getCases....does this help?

[Tiffani Chin]

Hi Erik,

Sorry I missed this -- I have been clicking "new replies to posts" and for some reason only pulled this up now. Odd.

In any case.  This is helpful.  I was wondering how to adjust these "upcoming" and "recent" settings.

However, I'm not sure that this is my problem. 

When I go to the Civicase Dashboard, under "Cases with upcoming activities" I have 10 cases (all of the cases assigned to me at this point).  When I click "My Cases" (which, until I read your post, I assumed would show all cases, regardless of upcoming activities), it SAYS I have 10 cases.  But only 4 appear. 

I have a similar problem that if a contact has 7 cases, when I click "Cases" only two appear (if I delete one, another take its place, so there's clearly a queue of cases trying to show up, but only 2 show up.   

Attaching a screenshot of the first issue.  I would expect some way to scroll through the rest of the cases but I'm not seeing it.  Am I missing something totally obvious?

Thank you!

[demeritcowboy]

Not sure if this is related to your site but I know there was an issue where if you delete a contact without deleting their cases first, the cases are still live, but you can't see them because the contact is deleted. Depending on how you deleted the contacts, you may be able to still see them if you do an advanced search for deleted contacts and checking their cases tab.

If that doesn't work try running this query against your database and see what comes up:

select * from civicrm_case_contact cc left join civicrm_contact c on cc.contact_id=c.id where c.id is null

If you get any results it means you have orphan cases in the system.

[xavier]

Hi,

Might be related to this bug?

http://issues.civicrm.org/jira/browse/CRM-9948

So far, not sure if we can keep the same logic or if we need to refactor the code to fetch first the list of cases then the activities to fetch the last and next activity

X+

[Tiffani Chin]

Thanks for the suggestions. 

Demeritcowboy: I don't think it's related to deleted cases.  We may well have orphan cases floating about (I hadn't thought off that and I will check that out just so that they don't mess anything else up!) but all of the contacts I've deleted have had their cases opened by the "Email-to-Activity" processor account, so not through the staff accounts I'm testing this issue with.

Xavier: I'm trying to think through your issue.  It makes sense... and it does feel like the system feels like it's displaying more items than it actually is (and on other screens, it's told me that it's displaying 50 items when I only see about 8... can't, of course, recreate that screen now).

BUT, in this particular instance, I'm not sure that's it either of the above scenarios. 

There's something strange about some of the display settings, I think.

When I use the regular "Find a Case" search and click "My Cases" it tells me I have 10 cases, but it only shows 4.
When I used the advanced search and the only parameter I specific is, under cases, "Only My Cases," it says that I have 10 and shows 10. 

Screenshots attached.

This suggests to me that it's pulling what I want it to pull, it's just not showing what it pulls.  Does that make sense?

The regular search seems to show more data.  Is the screen just running out of space? And if so, is there a way to enable the "more" link that I keep thinking should be there?

[wilma]

I am having the same problem with CiviCase. The case dashboard will show the correct number of cases but in the lists below - cases with upcoming activities and cases with recent activity - it never lists the correct numbers. And when I try to search for all cases, it never shows all the cases.
Was a solution posted somewhere for this problem?

[Erik Hommel]

No solution yet as far as I know, can you provide some details of your specific problem (screen prints?) and raise an issue on the issue tracker?

[Tiffani Chin]

Wilma, no solution here yet.  Although I feel like it must be something simple that I'm missing.  Our work around has been to create reports that our staff can use to show all of their students -- so we don't use the "My cases" screen.

Erik, if I post the screen shots that I placed above, would that help for issue tracker or would something else be more helpful?

[Erik Hommel]

Tiffani,
the screen prints you posted will help, thanks!