https://sugarclub.sugarai.com/explore/help-forums/serve/Sugar Serve product-focused Q&A, discussions, best practices, fixes, and help.en-USTelligent Community 12https://sugarclub.sugarai.com/explore/help-forums/serve/f/sugar-serve-questions/8369/how-to-have-rich-text-field-for-description-in-tickets-and-notes/33798Thu, 16 Apr 2026 09:48:00 GMT5c521d64-519d-47a6-9065-134618b211bf:934238e2-3295-4fd7-b730-16b117541f23Andre SerrazinaHello Samuel Mallare , Just to clarify: TinyMCE is already included in Sugar, so you simply need to update the vardef of the target field to use it. For example, for the Cases description field, creating this file will be enough. ./custom/Extension/modules/Cases/Ext/Vardefs/tinymce_description.php Content: <?php $dictionary['Case']['fields']['description']['type'] = 'htmleditable_tinymce'; $dictionary['Case']['fields']['description']['dbType'] = 'longtext'; $dictionary['Case']['fields']['description']['len'] = '4294967295'; I imagine you may already know this, but wanted to leave it here for clarity. Thanks, Andréhttps://sugarclub.sugarai.com/explore/help-forums/serve/f/sugar-serve-questions/8369/how-to-have-rich-text-field-for-description-in-tickets-and-notes/33797Thu, 16 Apr 2026 06:38:00 GMT5c521d64-519d-47a6-9065-134618b211bf:fea70105-02db-4cb8-9192-fc45ddf4bb38Samuel MallareThank you, Andre. Much appreciated! I'll check this out. I was able to google that before. I'm hoping there's a simpler way. I hope Sugar can come up with a native rich-text field without any external integration or add-on like TinyMCE. This is a basic need. Anyway, thank you again.https://sugarclub.sugarai.com/explore/help-forums/serve/f/sugar-serve-questions/8369/how-to-have-rich-text-field-for-description-in-tickets-and-notes/33795Wed, 15 Apr 2026 16:07:00 GMT5c521d64-519d-47a6-9065-134618b211bf:c4232d76-a8b6-460c-98d2-3baa014d5ed3Andre SerrazinaHello Samuel Mallare , The simplest approach would be to convert your description fields to htmleditable_tinymce, as described in the following link: support.sugarai.com/.../ With this, you can paste images directly. For videos, unfortunately you would need to use the file upload button. Let me know if this helps. Cheers, Andréhttps://sugarclub.sugarai.com/explore/help-forums/serve/f/sugar-serve-questions/8369/how-to-have-rich-text-field-for-description-in-tickets-and-notesMon, 13 Apr 2026 18:18:00 GMT5c521d64-519d-47a6-9065-134618b211bf:bac62c5f-60ff-4181-9496-9ad5220a4eafSamuel MallareIn 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?https://sugarclub.sugarai.com/explore/help-forums/serve/f/sugar-serve-questions/8360/help-creating-bp-to-email-contact-on-cases-set-to-customer-for-14-days/33776Tue, 31 Mar 2026 18:22:00 GMT5c521d64-519d-47a6-9065-134618b211bf:2a3c26c6-9451-4b46-b58a-9621ec49f643Elisabeth HuntI said to my colleague "This guy Chris is 100% going to answer" and sure enough... thanks dude!https://sugarclub.sugarai.com/explore/help-forums/serve/f/sugar-serve-questions/8360/help-creating-bp-to-email-contact-on-cases-set-to-customer-for-14-days/33774Mon, 30 Mar 2026 20:22:00 GMT5c521d64-519d-47a6-9065-134618b211bf:61306b5d-b57c-46a0-b3d6-66deaa19dbe2Chris RaffleHi Elisabeth , The best way to handle these 'if-then-else' scenarios in SugarBPM is with event-based gateways. An event-based gateway allows you to define 2 or more scenarios at an inflection point of your process and which ever scenario happens first is the path the process will take. Based on your description, the process should look something like this: With each event-based gateway, they are either waiting for the specific period of inactivity to expire or for any status change on the case (to cover for scenarios where an agent manually updates the case status, the customer replies, etc.). If the status changes while it is waiting for the wait timer expiration, then the process immediately ends. Then if the case later returns to a 'Customer' status, it kicks off a new process from the beginning. You could design this process to be open from the time it first enters a 'Customer' status until its eventual closure, but I recommend keeping processes with wait timers and receive message events as succinct as possible. These types of processes can add overhead processing time on the backend when there are a large number of open processes to parse. I hope this helps! Chrishttps://sugarclub.sugarai.com/explore/help-forums/serve/f/sugar-serve-questions/8360/help-creating-bp-to-email-contact-on-cases-set-to-customer-for-14-daysMon, 30 Mar 2026 15:21:00 GMT5c521d64-519d-47a6-9065-134618b211bf:8240a968-9ba8-435f-9722-e59c6731bb32Elisabeth HuntHi 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?https://sugarclub.sugarai.com/explore/help-forums/serve/f/sugar-serve-questions/8346/report-on-dashboard---limit-to-1-line/33763Tue, 17 Mar 2026 09:10:00 GMT5c521d64-519d-47a6-9065-134618b211bf:6ad27d13-51b2-478a-bddc-76f8331c70ddYves BourgarelHello, Thanks for your answer, Unfortunately I'm not a partner but a client's administrator. So I don't touche codehttps://sugarclub.sugarai.com/explore/help-forums/serve/f/sugar-serve-questions/8346/report-on-dashboard---limit-to-1-line/33745Fri, 06 Mar 2026 17:59:00 GMT5c521d64-519d-47a6-9065-134618b211bf:cea1f469-7cc0-41a7-96e4-2155b350a012Angel MaganaHi Yves, I believe I've found a solution for you, but it requires a minor code customization. In essence, the formatting for that view needs to be altered a slight bit in order to cause it to only use one line and that would be done through CSS. The one issue, though, is that this change will also alter the behavior of Rows and Columns reports, as the dashlet in your screenshot is effectively using the same view. In other words, that dashlet and the Reports module are intertwined with each other and you can't easily alter one without altering the other. To apply the change, you'll need to create a file named custom.less and add the following to it: .dataTablePlaceholder td.wrap-report-text { } .dataTablePlaceholder td.wrap-report-text .ellipsis_inline { } .dataTable td.wrap-report-text { } .dataTable td.wrap-report-text .ellipsis_inline { } Save the custom.less file to ./custom/themes and then execute a Quick Repair and Rebuild and that should do the trick.https://sugarclub.sugarai.com/explore/help-forums/serve/f/sugar-serve-questions/8346/report-on-dashboard---limit-to-1-lineMon, 02 Mar 2026 11:13:00 GMT5c521d64-519d-47a6-9065-134618b211bf:7d12ce7e-e456-40d7-8e35-1864cfe40373Yves BourgarelHello, 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 ? Thankshttps://sugarclub.sugarai.com/explore/help-forums/serve/f/sugar-serve-questions/8317/button-to-duplicate-a-field/33654Wed, 21 Jan 2026 15:01:00 GMT5c521d64-519d-47a6-9065-134618b211bf:123c1714-9ee7-4451-9f87-a7470e4e6e4cYves BourgarelDamn, that is what i was affraid of. But not surprised. Thanks for the answer.https://sugarclub.sugarai.com/explore/help-forums/serve/f/sugar-serve-questions/8317/button-to-duplicate-a-field/33649Tue, 20 Jan 2026 15:23:00 GMT5c521d64-519d-47a6-9065-134618b211bf:4b70fbd3-75fb-402a-ab16-827dbca93947Andre SerrazinaHello Yves Bourgarel , The functionality you are describing is similar to what we have for email addresses. Email addresses are stored in a separate table, which allows multiple email addresses to be related to a single record (for example, an Account). Phone numbers, on the other hand, are stored directly in the target table (or in the _ cstm table if the field is custom). Because of this, it is not possible to dynamically add multiple phone fields in the same way. As a workaround, you could create an additional custom field (for example, phone_2_c ) and then use a dependency so that this field is only displayed when certain criteria are met (for example, when a checkbox is selected). However, this would be limited to a predefined number of phone fields and would not allow adding phone fields dynamically on the fly. Would this approach work for your use case? Best regards, Andréhttps://sugarclub.sugarai.com/explore/help-forums/serve/f/sugar-serve-questions/8317/button-to-duplicate-a-fieldTue, 20 Jan 2026 15:07:00 GMT5c521d64-519d-47a6-9065-134618b211bf:3ac5ec00-7b4b-469d-9cf4-af6fa9a1844fYves BourgarelGood 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 helphttps://sugarclub.sugarai.com/explore/help-forums/serve/f/sugar-serve-questions/8299/help-with-custom-query-to-extract-email-text/33588Thu, 11 Dec 2025 16:58:00 GMT5c521d64-519d-47a6-9065-134618b211bf:53eebe9f-6809-4601-987c-fde295d095f4Elisabeth HuntWOW, André, thank you!! Let me give this a shot!https://sugarclub.sugarai.com/explore/help-forums/serve/f/sugar-serve-questions/8299/help-with-custom-query-to-extract-email-text/33587Thu, 11 Dec 2025 16:51:00 GMT5c521d64-519d-47a6-9065-134618b211bf:74ed1efe-b79e-4fb6-be09-a901e1628c81Andre SerrazinaHello Elisabeth Hunt , While testing this locally I was using older demo data and overlooked an important detail. In newer versions of Sugar, the fields that store the email body ( description and description_html ) are compressed and encoded to reduce database storage. As a result, when you export the CSV from the query, those two columns will not appear in readable form . They need to be decoded before the data can be used normally. To make this easy, I prepared a small Python script you can run on the .csv file after downloading it. It reads your export and adds two new columns containing the decoded text for description and description_html . Here is the script: import base64 import zlib import csv import sys import os def decode_field(value): """Decode Base64 + raw DEFLATE fields. Return original value if decoding fails.""" if not isinstance(value, str) or value.strip() == "": return value try: raw = base64.b64decode(value) # -15 = raw DEFLATE (no headers) text = zlib.decompress(raw, -15).decode("utf-8", errors="replace") return text except Exception: return value def main(): # --- Handle missing argument --- if len(sys.argv) ") sys.exit(1) input_file = sys.argv[1] # --- Check if the file exists --- if not os.path.isfile(input_file): print(f"Error: File not found: {input_file}") sys.exit(1) # --- Create output filename --- base, ext = os.path.splitext(input_file) output_file = f"{base}_decoded{ext}" # --- Process CSV --- with open(input_file, newline="", encoding="utf-8") as f_in: reader = csv.DictReader(f_in) fieldnames = reader.fieldnames + ["Description_decoded", "description_html_decoded"] rows = [] for row in reader: row["Description_decoded"] = decode_field(row.get("Description")) row["description_html_decoded"] = decode_field(row.get("description_html")) rows.append(row) # --- Write decoded file --- with open(output_file, "w", newline="", encoding="utf-8") as f_out: writer = csv.DictWriter(f_out, fieldnames=fieldnames) writer.writeheader() writer.writerows(rows) print(f"Done! Decoded file saved as: {output_file}") if __name__ == "__main__": main() To use the script, simply create a .py file with the content provided above. Once the file is saved, you can run it from the command line with: % python3 decoder.py exportedFileFromSugar.csv After it runs, you’ll see a message like: Done! Decoded file saved as: exportedFileFromSugar _decoded.csv This new file will contain the same data as the original export, but with the email text fields fully decoded and human-readable. Please let me know if you’re able to use it successfully or if you’d like any help. Cheers, Andréhttps://sugarclub.sugarai.com/explore/help-forums/serve/f/sugar-serve-questions/8299/help-with-custom-query-to-extract-email-text/33586Thu, 11 Dec 2025 15:05:00 GMT5c521d64-519d-47a6-9065-134618b211bf:23db1556-2c78-4d59-bb5b-af5167c50d5fAndre SerrazinaHello Elisabeth, This is an interesting request, thanks for sharing it. Before building the query, the first step is confirming where the communication content is actually stored . In Sugar, emails can originate from multiple places (inbound email, email-to-case, direct replies, etc.), so we want to be sure the messages you want to extract are indeed stored in the emails module and not, for example, in Case Notes. Assuming everything is stored in the Emails module, the tables you want to look in the database are: emails – main email metadata (ID, subject, dates, direction, etc.) emails_text – this stores the actual email body and header fields With this in mind, you can build a query to retrieve all emails where your support representative’s email address appears as the sender, and then filter them by date (e.g., the last 30 days). Once you have that dataset, you can further remove internal communications by filtering the to_addrs field to include only customer domains. This could be an example query to get you started: SELECT e.id, e.name AS subject, e.date_sent, et.from_addr, et.to_addrs, et.description, et.description_html FROM emails e INNER JOIN emails_text et ON e.id = et.email_id WHERE et.from_addr LIKE '%support_person@yourcompany.com%' AND e.date_sent >= DATE_SUB(NOW(), INTERVAL 1 MONTH) AND e.deleted = 0 ORDER BY e.date_sent DESC; Let me know if this helps. Cheers, Andréhttps://sugarclub.sugarai.com/explore/help-forums/serve/f/sugar-serve-questions/8299/help-with-custom-query-to-extract-email-textWed, 10 Dec 2025 14:38:00 GMT5c521d64-519d-47a6-9065-134618b211bf:db28d813-1eda-4bfa-8478-4b75137a1494Elisabeth HuntHi 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?https://sugarclub.sugarai.com/explore/help-forums/serve/f/sugar-serve-questions/8298/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/33584Wed, 10 Dec 2025 11:50:00 GMT5c521d64-519d-47a6-9065-134618b211bf:6abe6ddf-ca07-4376-85e8-69483129edf3Chris RaffleHi Sam , I don't believe it is possible to modify a parent relationship on a record with SugarBPM's native features. Here are the following options to consider: You can implement a custom logic hook to handle this scenario. Custom logic hooks require Sugar development expertise. We can provide you a quote on this effort if you don't have a developer on-hand. The drawback to this solution is that it requires a developer to maintain any changes or fixes over time. We sell a plugin, Upsert BPM Essentials , that adds often-requested features to SugarBPM so that administrators have direct control over processes that would otherwise require custom logic hooks to achieve. We do not currently cover your requested use case in the plugin; we are willing to add the feature if you purchase a subscription. If you would like to discuss this option in more detail and go through a demo of the plugin, please reach out via our website. Chrishttps://sugarclub.sugarai.com/explore/help-forums/serve/f/sugar-serve-questions/8298/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-timeWed, 10 Dec 2025 09:53:00 GMT5c521d64-519d-47a6-9065-134618b211bf:75ef3060-7f48-4d0c-8b75-84418a58b0d5Sam CodyWe 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?https://sugarclub.sugarai.com/explore/help-forums/serve/f/sugar-serve-questions/8275/action-buton-to-open-a-built-url/33506Wed, 05 Nov 2025 08:43:00 GMT5c521d64-519d-47a6-9065-134618b211bf:470e5c08-5092-4bb5-8a89-1ee4a9ef14b5Yves Bourgarelit was that simple yes. Thanks !