Sugar Serve Answers & Best Practices - Recent Threads

How to have rich-text field for Description in Tickets and Notes

Samuel Mallare — Mon, 13 Apr 2026 18:18:12 GMT

In Tickets and Notes, the Description field is plain text.

What's a good way to convert it to rich text so we can simply copy-and-paste images/videos?

help creating BP to email contact on cases set to "Customer" for 14 days

Elisabeth Hunt — Mon, 30 Mar 2026 15:21:32 GMT

Hi all,

When we reply to a customer we set the case status to "Customer". I want to create a BP that

- checks if a case has been at customer for 14 days

- sends an email to the primary contact saying "hey, if we don't hear back in 7 days, we will close this case"

- closes the case if it is still at customer after those last 7 days

I'm struggling with the entire thing. If a case goes to customer, and I start the timer, then the person replies (which automatically changes the status to "Pending not new"), I'd need the counter to start over. And if the initial 14 days pass, and then the person replies, I don't want the case to be closed after the next 7 days.

Help?

Report on dashboard - limit to 1 line

Yves Bourgarel — Mon, 02 Mar 2026 11:13:11 GMT

Hello,

If I use a report in a dashboard and one of the item as a long value, the item will create a large line because the value is fully displayed.

For exemple :

Unfortunately I can't use a viewlist, which limits to 1 line.

Do you know if there is a way to set that up so it displays on 1 line only ?

Thanks

"+" button to duplicate a field

Yves Bourgarel — Tue, 20 Jan 2026 15:07:07 GMT

Good afternoon,

I was wonedering if it was possible to have, let say a "Phone2" and some kind of "+" option to add a second field "Phone2" ?

I tried to find that without success, so not sure if it is possible within the studio.

thank your help

Help with custom query to extract email text?

Elisabeth Hunt — Wed, 10 Dec 2025 14:38:14 GMT

Hi all,

My support team interacts with customers via email through Sugar Serve. I'd like to have a custom query where I could say "show me all emails between this specific support person and any customer in the last month" that would include the text of the emails (I am trying to extract this to feed to a LLM). Can anyone help?

Can a process definition be used to link a case to a customer, it doesn't need to be dynamic, just a fixed customer every time

Sam Cody — Wed, 10 Dec 2025 09:53:23 GMT

We have a PD that only triggers when certain cases are created, we want to automatically relate the case to a fixed customer account, is this possible?

Action buton to open a built url

Yves Bourgarel — Tue, 04 Nov 2025 09:46:29 GMT

Good morning,

I have fields on the contact module that open an url built from values from the contact.
For example : www.myurl+{SugarContactnumber}.com

In order to make it cleaner, i would like the link to appear as a button.
However when creating a button with an action "open url", i can make a calculated field, but not build one as I did before.

Do you guys know if it is possible from a button ?

thanks

AI agent provide initial response to incoming cases?

Elisabeth Hunt — Wed, 22 Oct 2025 19:14:53 GMT

I'm interested in having an AI agent provide an initial answer to incoming cases. Anyone doing this? Sugar Intelligence seems to work great with accounts and opportunities, but it only seems to summarize cases. I'd love to have an agent that could respond to cases for my team, hopefully providing a useful answer before any of my humans even see the case.

Business rule return error message

Yves Bourgarel — Tue, 02 Sep 2025 07:47:36 GMT

Good morning,

I created a business rule that looks like this :

Long story short, i want value to change depending on the subject title when a case is created.

Then, in a BPM, i added this business rule under the step "Assignation en fonction du titre".
Finaly, if the a case went through one the conditions, it has to go to the "End Event #1", otherwise, it will follow another step.

However, i keep getting an error message.

What did i do wrong ?
I suspect something about the last line in the business rule ?

Thanks for your help

Multi value search

Andres Diaz — Tue, 08 Jul 2025 22:10:21 GMT

Hi, is there a way to do a multi value search in SugarCRM, I have an external list of over 400 emails, I need to confirm if those emails have a matching Contact in Sugar. What would be an efficient way to do search.

I thought of creating a report with matching and OR rules but it is limited to the amount of values I can enter. Just trying to think outside of the box here, any suggestions are appreciated.

IfElse returning null value

Paula McGuire — Mon, 23 Jun 2025 21:36:40 GMT

I am trying to create a calculated field in the Product Catalog. I have a custom drop down field named pricing_factor_options_c. I want another custom currency field name pricing_factor_1_amt_c to be populated with a certain amount depending on the selection from pricing_factor_options_c. Here is my calculations. This calculation does not return any errors. However, when I make any selection in the pricing_factor_options_c field on the Product Catalog the pricing_factor_1_amt_c field returns a "false" value in red with an error message "Please complete all required fields before saving". This field is not a required field, by the way. However, when the record is attempted to be save this is the error message received.

Here is the calculation I have in the pricing_factor_1_amt_c field. What have I done wrong?

or(
ifElse(equal($pricing_factor_options_c,"Fixed Rate"),1.00,""),
ifElse(equal($pricing_factor_options_c,"Pricing Factor 1"),2950.00,""),
ifElse(equal($pricing_factor_options_c,"Pricing Factor 2"),200.00,""),
ifElse(equal($pricing_factor_options_c,"Pricing Factor 3"),25.00,""),
ifElse(equal($pricing_factor_options_c,"Pricing Factor 4"),495.00,""),
)

Adding an "OR" condition in a business rules

Yves Bourgarel — Thu, 12 Jun 2025 12:45:14 GMT

Good afternoon,

Do you guys know if the conditions in the business rules can contain "OR" ?

I can add multiple in a row, but only the first one is taken into account.

Thanks!

Sending an email to an outside address from BPM or Automate

Yves Bourgarel — Mon, 26 May 2025 09:30:42 GMT

Hello,

I'm setting up a process with Sugar Automate and during one of the step I have to send a notification email to an outside email adresse.

I does not seem that i'm able to do that with either Automate or BPM.

Do you see a way i would have missed?

Thank you for your help

If multiple default email addresses, which one is selected ?

Yves Bourgarel — Tue, 08 Apr 2025 10:59:05 GMT

Good morning,

I have email addresses are set up as "default" so that users who are part of the team can use it as "from" by default when answering/sending emails to customers.

But here is when it gets a little more complex :

Let say, Bob, Jane, and Mike are all in the teams A, B, C.
When Bob and Jane send an email, I want the emailadresseA to be set as their default.
However when Mike send an email, I want the emailadresseB to be set as his default.
Finally, all of them should be able to change from A, B, or C email addresses.

Right now it seems that the default one is random (or the first set up?)

Any idea how to achieve this example ?

Thanks for your help

Documents not saving to Sharepoint in cloud drive

Tom Hamilton — Tue, 01 Apr 2025 10:02:45 GMT

We've recently set up the cloud drive to connect to a SharePoint site we'll be using to store documents. After performing a DocMerge from within the cloud drive dashlet I get a notification to state 'The document has been saved to your cloud drive, and aded to the Documents module'. However the document is not being saved to the cloud drive. Any ideas? fyi the Azure permission we set it up with is 'sites.manage.all'

Dependant field appears only after saving

Yves Bourgarel — Fri, 07 Mar 2025 14:04:30 GMT

Good afternoon,

I have a field "Sous groupe DDO/AV" that is dependant of the some of the users "Assigned to".
This part is working great.

So when I, as an administrator, choose one of the users who will triger the dependency, the field "Sous groupe DDO/AV" appears directly.
However, if a basic user does the same, the field will not show. He needs to save the case, come back to it, then the field "Sous groupe DDO/AV" will be available.

Do you guys know why this difference ? Something i can change ?

Thanks !

BPM start while it should not

Yves Bourgarel — Wed, 05 Mar 2025 17:32:06 GMT

Hello,

I'm facing a strange situation : a BPM starts if a new email is added to the case and if its direction is anything other than "outbound"

But, strangly, the BMP will activate with any email added, no matter the criteria i indicated.
For example, all these emails below have activated the BMP, whereas these are clearly outbound.

anything wrong ? Or is it a bug ?

Thanks

Unknown field "assigned to"

Yves Bourgarel — Tue, 04 Mar 2025 07:53:24 GMT

Good morning,

I'm still working on the formula around the "Assigned to" and this field really giving me trouble.

So i want a field to indicate "1" if the case is assigned to X.
I wrote :

ifElse(equal(related($assigned_user_link,"assigned_user_name"),"Yves Bourgarel"),"1","2")

But it is telling me "related: Unknown Field : assigned_user_name"

Whe i inspect the page, assigned_user_name definitaly seems to be the name of the field. I'm not sure if i should have a "related" function before, but even without it, i have the same problem.

Any ideas ?

thank you

Is there a way to create a "template" for cases?

Elisabeth Hunt — Thu, 27 Feb 2025 20:18:04 GMT

Hi all,

Sugar CE had a function called "Quick Pick". You created case templates called "quick picks" and if you applied one to a case, it added specific values to the case. E.g. we have members who decide to cancel, and my old cancel quick pick would make the case subject be "MEMBERNAME wants to cancel". It would make the case description be "MEMBERNAME is cancelling. Please record their reason below and assign this case to their rep." This put a little structure around these cases.

Is there anything similar in Sugar Serve 14?

Thanks as always,

Elisabeth

assign smart guide task based on account?

Elisabeth Hunt — Thu, 27 Feb 2025 20:00:06 GMT

Hi all,

All our accounts are assigned to specific support reps. We have a custom field "Support Rep" on accounts, and that's where the rep is listed (when I populate that, I choose from Sugar users - it's not free text).

I have a smart guide (can be used on a case) and I would like to automatically assign one of the tasks in the smart guide to the support rep for the account associated with the case.

Is that possible?

Thanks as always,

Elisabeth

Dropdown list content depending on formula

Yves Bourgarel — Thu, 27 Feb 2025 09:32:00 GMT

Good morning,

This is a follow-up on my previous question :
View a field based on assigned to

I'm using the formula to show a dropdown field based on the assigned to
isInList(related($assigned_user_link,"last_name"),createList("Last Name of the assigned user"))

However I would like to go a little further and have the choices of the dropdown list to change depending on the assigned to.
For example :

If assigned to Bob, then dropdown field offers the choices "A, B, C"
But if assigned to John, then dropdown field offers the choices "C, D, E"
etc.

Any idea how to achieve that?

Thanks!

Can customers see case notes (from the notes subpanel) in the customer portal?

Elisabeth Hunt — Tue, 11 Feb 2025 16:47:22 GMT

Hi -

Haven't managed to successfully set up our portal yet, so I can't just test this myself. If my team adds notes to a case (in the notes subpanel), are those visible to customers who login to the portal to view their case?

- Elisabeth

Recalculate fields via BPM

Yves Bourgarel — Thu, 23 Jan 2025 07:45:51 GMT

Good morning fellow Sugarians.

I came today with yet another question 😉

The question : Can we force to "recalculate fields" via BPM ?

And here are more details :

The system :

Our Case module has 2 contacts linked to it. Contact1 is the regular one while Contact2 is a custom field. Contact2 can be populated manually by the user, or if empty when saving, it will copy the personn in the Contact1 (let's call this RuleA)
When we send a specific communication, it is to sent to the Contact2

The scenario:

- Our contact John Doe has the flag XY in his contact page changing to "false"
- When this happens, a BPM will start, creating a case "Update adress" under this contact
- A second BPM starts when "Update adress" is created, sending an email to the contact. This email has to related to the case and not the person.

The problem :

My email has to be sent to the Contact2. Because it is a custom, i don't have it as an option when creating a case in BPM.
Because creating a record via BPM does not go through "saving", it does not activate RuleA.

I could solve this issue by recalculating the fields of the created case. But not sure how to do it automaticaly.

Thank you for taking the time to read my long message.

Mosaic view returns no result - missusage or bug?

Yves Bourgarel — Tue, 21 Jan 2025 08:52:31 GMT

Good morning fellow users,

I was wondering if it was a known bug or a bad usage from me: since i changed the "Available Values" in the parameters, the mosaic view does not return any results. I got 0 on all columns. If i switch to view list i got all the cases, but nothing in mosaic.

Other users have the same problem and it keeps happening even tho i changed the parameters back to their default values.

Thanks.

View a field based on assigned to

Yves Bourgarel — Sun, 12 Jan 2025 11:03:49 GMT

Good morning,

I'm trying to have a field showing up only if it is assigned to a specific User Group.
However i can't find a way to do so since "Assigned to" is not available on a function or a parent relationship.

Any idea how to do so ?

Thanks for your help.