Preconditions

You must be an administrator.

Ensure that the “Audit” option is enabled for the field in Studio.   Only certain fields can be audited in standard Sugar modules. However, you can audit  any custom field that you create.

To check if the Audit option is enabled, do the following:

1. Log into Sugar as administrator
2. Navigate to admin > Studio > Opportunities.
3. Click Fields to view existing fields in the module.
4. Select the field of your choice.
5. Check if the Audit option is enabled.
6. To audit a custom field, click the Audit option and save your change.

Solution

To track who made a change to a  field in an opportunity record and when the change was made, click the “View Change Log” button in the record’s Detail View.

The Change Log displays a list of all the fields that were audited in the module, the old  and new values for the field, the user who made the change, and the date when the change was made.

Question

When inbound email is set up to open support cases automatically and close them after a response has been sent, if a closed case has to be reopened , how do I reset its status?

Answer

You can set up a workflow, as described below, to reset the status of a case.  Here is an example:

1. Navigate to Admin > Workflow Managements
2. Create a workflow definition based on the Emails module.
3. Set condition to “When the target modules changes”. This will display “update fields in a related record”.
4. Click the ‘record’ link and select “Emails:Cases”.
5. Click Next.
6. Check the box for “modify the field status”
7. Click the “status” link and select the value that you want to set.
8. Click Save to create the workflow definition.

This workflow will kick off when a new email comes into the inbound email account, and if the email has a related case, the status will be changed accordingly.

You need to configure email settings in Sugar to  be able to send and receive emails, import emails from external servers, and delete emails. Typically, the administrator configures a default email server for outbound emails, and specifies default settings such as the character set to use for outbound emails. You can edit some of these settings to suit your requirements.

You configure email settings in the Emails module. Email settings are divided into the following categories:

General Settings: These settings include options to automatically check for new mail and specify email signatures.
Mail Accounts: To access an external mail account through Sugar, you must set up a corresponding mail account in Sugar. You can import emails  into Sugar from external mail accounts.
Folders: The system creates an inbox for your incoming emails. Additionally, you can create local folders to group and store imported emails in Sugar.  Administrators can create group folders for emails that are addressed to your organization but not to a specific users, and assign them to users for necessary action.

Email functionality changed significantly in Sugar 5.5.1.  Hence, we recommend that you refer to the appropriate documentation and training materials pertaining to the Sugar version that you use.  The Configuring Email Settings recording, which presents an overview of configuring settings for inbound and outbound emails and covers schedulers and integration architecture as well, is highly recommended.

Sugar doesn’t know what time it is. So when you ask it to do things like send emails to remind your team they haven’t yet performed a task, or to your customers to let them know it’s time to renew, or even change the status of an account that hasn’t been touched after a while – Sugar would happily oblige you if someone would just point out the time. Enter: Cron

On Windows …

First you must create a batch file.

• Call it sugar.bat and put it in the c:\ directory
• Assuming your php.exe binary is located at c:\spikesource\oss\php5\php.exe
• and your php.ini is  located in c:\windows
• and that you’ve installed Sugar in c:\spikesource\oss\httpd\htdocs\sugar
• and you are running php 5.x

These values are most likely are different for you, so please plan accordingly. But under those assumptions your batch file will look something like:

 cd \spikesource\oss\httpd\htdocs\sugar

 c:\spikesource\oss\php5\php-cgi.exe -c c:\windows\php.ini -f cron.php

Basically, this causes us to switch to the Sugar directory and, using the full path, call php.exe (or php-cgi.exe) with the -f argument to run cron.php, which is a file provided by Sugar. This file will, among other things, cause your e-mail to be checked.

So now we have a batch file to run, but how do we run it? You need to create a Scheduled Task via the Windows Command Prompt. Here is the syntax used to run our batch file every 1 minute:

 schtasks /create /sc minute /tn "Sugar Cron" /tr c:\sugar.bat

On Linux …

It’s a bit easier on Linux. First, you must edit the web server user’s “crontab” and provide information that will enable the command to run. I will assume our web server user is “apache” for this example:

 crontab -e -u apache
 (insert the following values into the resultant editor)
 * * * * * cd /var/www/html/sugar && /usr/bin/php -f cron.php 2>&1

Note that it may be necessary to specify the path to the php.ini file. Some php distributions use separate php.ini files for Apache and command-line. Example:

 * * * * * cd /var/www/html/sugar && /usr/bin/php -c /etc/php5/apache2/php.ini -f cron.php 2>&1

Finally on a Mac …

Apple has introduced something called launchd – http://developer.apple.com/macosx/launchd.html, which includes cron-like functionality, though it is broader in scope. It can also be used to coordinate Sugar’s scheduled jobs. It operates on XML files called “plists,” which are stored in strategic locations on the filesystem. You can create these XML/text files using your favorite editor, such as vi.

 vi /Library/LaunchDaemons/com.sugarcrm.Scheduler.plist

Insert the following code into this file:

 <?xml version="1.0" encoding="UTF-8"?>
 <!DOCTYPE plist PUBLIC "-//Apple Computer//DTD PLIST 1.0//EN" "http://www.apple.com/DTDs/PropertyList-1.0.dtd">
 <plist version="1.0">
 <dict>
   <key>Label</key>
     <string>com.sugarcrm.Scheduler</string>
   <key>ProgramArguments</key>
     <array>
     <string>/usr/bin/curl</string>
     <string>http://www.example.com/crm/cron.php</string>
     </array>
   <key>RunAtLoad</key>
     <true/>
   <key>StartInterval</key>
     <integer>1</integer>
 </dict>
 </plist>
 

Precondition

You must be a system administrator in Sugar.

Answer

When you first set up your system, you need to configure  system-wide  settings,  email settings, and the scheduler for all users in the organization.

On the System Settings page, configure options include the following:

• Maximum number of items to display in the Listview pages.
• Whether or not to display server response times at the bottom of each screen.
• Whether or not to allow users to customize their Homepage layout.
• Maximum number of Dashlets a user can have on their Homepage.

On the Email Settings page, you must configure the connection between your Sugar installation and your email server. Sugar On-Demand customers must configure their instance to point to their company’s SMTP, IMAP, or POP3 email server.

Note: POP3 is not supported in Sugar version 5.5.1 and higher.

On the Scheduler page, you must configure settings for the Sugar Scheduler to function.  If you are running on a Unix-based system, you will need to set up a cron job;  if you are running on Windows, you will need to set up a scheduled job .

For more information on performing these operations, please see the Sugar Application Guide (version 5.5.1 and above), or the Sugar Administration Guide (version 5.2.0 and below) for the Sugar edition that you install.

For Sugar On-Site customers only: The Sugar On-Demand operations team will configure the settings for you.

Precondition:

You must be an administrator.

Solution

1. If you are using Sugar 5.5.0 or later versions, log into Sugar as an administrator and navigate to Admin >  Password Management, and scroll down to the LDAP Support section at the bottom of the page.

If you are using Sugar version 5.2.0 or earlier versions, log into Sugar as an administrator and navigate to Admin > System Settings, and scroll down to the LDAP Authentication Support section.

2. Select the “Enable LDAP Authentication” option. Sugar displays additional fields for entering the necessary information.
3. Enter in the appropriate information and then click the Save button.For detailed information on enabling LDAP authentication, please refer to the “Administering Sugar” chapter of the  Sugar Application Guide for the Sugar edition  that you use.

Precondition:

You must be an administrator.

Solution

The lockout period depends on what the administrator has specified on the Password Management page.  The system restores the ability to log in after the specified time interval has elapsed.

To set the lockout period do the following:

1. Log into Sugar as the administrator.
2. Navigate to admin > Password Management.
3. In the Login Lockout  section, select the “Lockout users after unsuccessful attempt” option and enter the number of attempts that users are allowed in the empty field.
4. In the “Enable login again after” field, enter the time period in the empty field. You can set the time in  minutes, hours, or days.
5. Click Save to update the settings.

Description

Administrators need to enable users to reset their password if they forget it.

Note: This functionality is provided in Sugar 5.5.0 and later versions.

Solution

Sugar provides an option to display a “Forgot Password” link  in the Login Window.  By default,  this option is disabled for LDAP authentication purposes. If you are not using LDAP authentication, you can enable this option as follows:

1. Log into Sugar as an administrator and navigate to admin > Password Management.
2. In the User Reset Password section, select the “Enable Forgot Password feature” option.
3. Click Save to save your changes.

The “Forgot Password” link now displays in the  Sugar Login window. Users  can click this link and submit their user name and email address to Sugar when they forget their password. The system automatically sends them an email with a link to the page where they can reset their password.

Description

The administrator needs to standardize the Home page for all users in the organization.

Solution

Currently, it is not possible for the administrator to set the default home page layout for all users simultaneously.  However, the administrator can log into Sugar with the username and password of each user to set the Home page as desired.

To prevent users from modifying their Home page, the administrator can navigate to Admin > System Settings and enable the “Prevent user customizable Homepage layout” option to lock the page.

Description

On occasion, even the best designed workflows seem to fail. Here’s what to look for when you are having trouble with a “when a record saves” workflow is now firing as expected:

Solution

First verify that all the conditions being bet. If you require a specific change to take place, make sure both the pre and post condition are met. Remember the conditions are “AND-ed” together so if you have several they will all need to test positive.

Then if you are performing an action on a related module, remember you must have the workflow trigger off “New and Existing.”  Because new records at the time of save (when workflows are triggered) don’t yet have any records related to them (that happens in the second save when the relationship is created).

If you are trying to send an alert make sure “notifications” are set to on in the admin>system settings area. This setting is required for all notifications to go out, including workflows.

Once you’ve exhausted configuration errors, it may be time to look in the logs. Go to admin>diagnostic tools and run a diagnostic, in there you will find the log. Look for any errors relating to the workflow.

Asking for Help

If you need help, open a case with support and please detail the steps you have completed already. Include screen shots of the workflow configuration screen, as well as the diagnostic file you obtained.