Missing Cases

[andrew_civi]

Hi all!

(My first post!)

I'm really enjoying how much CiviCRM is helping the small non-profit that I'm working for. It's brought great efficiency at low cost, so thanks to everyone for building and maintaining it.

I had a search on this forum prior to posting, only similar thing I could find was issues.civicrm.org/jira/browse/CRM-9948.

CiviCase is the most used feature of our setup (I'm using CiviCRM 4.1.2.)

When I use "Find Cases", and click "Search ALL Cases", cases are missing.

For example, I am shown 4 cases listed, but the pagination controls at the bottom say "Case 1 - 50 of 138". Clicking "Next" for 51-100 shows some of the same cases again, and a few new ones, but only 7 out of the 50 that should be shown.

Our contacts often have multiple cases. When I manage to find a contact who has cases, and click their tab showing cases, the number shown in the tab sometimes doesn't match the cases listed.

Sometimes, if I can get to the case by it's ID, there are no activities contained (The default timeline should have populated the case's activity list)

I remember changing the label on a case activity in the .xml file in CRM/Case/xml/configuration/ , at some stage but maybe this just happened around the same time.

Any thoughts on what could be causing this problem? Any sql queries I could run to diagnose?

Is there a fix-all solution such as reinstalling and export-import, without any data loss? Or is the problem likely to be carried over?

Any help would be much appreciated! I'll do my best to make the most of your support.

Thanks again
Andrew

[demeritcowboy]

Is it possible for you to test an upgrade to 4.2.x? That issue you linked to wasn't fixed until 4.2.0.

As to the xml files, I think I'm going to update the wiki page http://wiki.civicrm.org/confluence/display/CRMDOC/CiviCase+Configuration#CiviCaseConfiguration-2.CaseConfigurationFiles to make this part clearer. You NEVER have to change the <name> in the xml once you've set those up - that's the point of name vs. label.

[andrew_civi]

HI demeritcowboy,

Thanks, I think I'll upgrade then. But by a fresh install, and importing the data, or by a manual update process, I wonder.

I feel like making a fresh install so all the ghosts are out of the system. I've had some other weird issues (Access Denied) and other things since a migration.

Is there usually much success with exporting and importing cases / case activities into a new drupal+civicrm install?

I'll read it thoroughly now, thanks for the link.

Cheers
Andrew

[andrew_civi]

Created a new install no problems, but importing everything (a lot of custom data) isn't going to work out, I should have realised.

I'll try upgrading a backup of the broken installation, and post here how it goes.

I'm sure others must have had this issue, I haven't done anything out of the ordinary with cases/activities.

The missing cases only happen with two types of Case, I see now. Does anyone have an idea what this hints at?

[andrew_civi]

Post-upgrade, all the cases are showing 

However 50 warnings appeared (I counted with vim), one for each of the shown involvements, I suppose.

Each said:
Warning: Invalid argument supplied for foreach() in CRM_Case_XMLProcessor_Process->caseRoles() (line 162 of /var/www/pcyccivicrm/sites/all/modules/civicrm/CRM/Case/XMLProcessor/Process.php).

I copied over the CRM/Case/xml/configuration.sample files post-upgrade, and the warnings disappeared. Apparently the newer CiviCRM version can cope with whatever my mistake in those XML files was.

Hope this helps someone else.

Lessons learned:
Have a production server and test server.
Upgrade to the latest version.

Thanks for your help.
Andrew

[demeritcowboy]

Glad you got it working.

I did update the wiki but it won't appear until 4.3 is out. Until then need to use this link: http://wiki.civicrm.org/confluence/display/CRMDOC43/CiviCase+Configuration#CiviCaseConfiguration-2.CaseConfigurationFiles

For copying custom field and other config, you could export/import using this - I think it's still officially maintained:
http://wiki.civicrm.org/confluence/pages/viewpage.action?pageId=76677207