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Sugar Community Edition 5.1 Documentation
Sugar Community Edition Installation and Administration Guide
Version 5.1
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Chapter 2 Administering Sugar : Emails
Use this sub-panel to manage inbound and outbound emails for your organization. The Email panel on the Administration page displays options to configure mail settings, setup mail accounts to route inbound emails, and manage the email queue.
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Default notification settings that specify the “From” name and address for notification emails that are sent to users when record are assigned to them.
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In the Emails module, users can override some mail settings that you configure on this page such as the email format and the character set used when composing emails.
For inbound emails, you can specify whether you want to preserve emails’ raw source or not. Not preserving the raw source prevents compromising your system.
You can select tags, such as applets and frames, that you want stripped from incoming emails. When you do this, the system checks incoming emails for the specified tags and removes them before displaying the email in the application. The email is stored in the Sugar database, so you can choose to preserve the raw email source in the database without stripping any of the specified tags. However, this action may compromise your system.
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In the Email Notification Options sub-panel, enter information for the following fields:
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From Name. Enter the name of the sender.
From Address. Enter the sender’s address.
Notifications on? Select this option to send an email notification to users when a record for any of the following modules is assigned to them:
Send Notifications by default for new users? Select this option to send an email notification to new users when you create their record in the User Management page.
Send Notifications from assigning user’s email address? Select this option to send notifications from the email address of the user when responding to an assigned record.
Save Outbound Raw Emails. Select Yes to preserve the email source in the database; or else select No.
Mail Transfer Agent. From the drop-down list, select either Sendmail or SMTP as the Mail Transfer Agent for your outbound emails.
SMTP Server. Enter the SMTP mail server’s address.
SMTP Port. Enter the mail server’s port number.
Use SMTP Authentication? Select this option if the mail server requires authentication to send out the email; enter your username and password for the email account in the SMTP Username field and the SMTP Password field respectively.
Enable SMTP over SSL. Select this option if you are using the POP3 protocol and the mail server requires SSL.
To add Google’s Gmail server, click Prefill Gmail Defaults.The system fills in the SMTP Server and SMTP Port fields with the Gmail server address and port number respectively.
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In the User Email Defaults sub-panel, select the following information:
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Compose email messages in this format: Select HTML email or Plain Text email from the drop-down list.
Compose email using this client: The default is the SugarCRM mail client, but you can select an external mail client such as Microsoft Outlook.
Compose email messages in this character set: Select the appropriate character set from the drop-down list. The default character set is ISO-8859-1.
Delete related Notes & attachment files with deleted Emails: Select this box to delete notes and attachments that are related to the deleted emails.
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In the Email Security Settings sub-panel, specify the following information:
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Preserve Raw Email Source. Select this option to preserve raw messages in the database but prevent unfiltered content through the Sugar User Interface.
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Note:
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If you want to preserve the raw source of incoming emails, ensure that you select that option on the Inbound Email page as well. In case of a conflict, the option you select on the Inbound Email page will override your selection on the Emails Settings page.
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Toggle all options. Check this box to strip all the listed tags from inbound emails. To strip some of the listed tags, you can uncheck this box and then select individual tags.
Select Outlook Default Minimum Security Precautions. Select this option if you do not want to strip the Style tag, which is used by Outlook.
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You can specify email settings for email campaigns from the Campaigns module or from the Administration Home page.
By default, the system stores copies of the campaign email that was sent to each target in the Sugar database. As a result, the database contains duplicate copies of the same email. This not only takes up space but also slows down performance. To enhance performance, you now have the option of storing only one campaign email in the Sugar database. You can map this email to all the campaign targets instead of storing duplicate copies for each target. You can set this option when you configure the email settings from the Campaigns module. However, when you select this option, you will lose some information such as the timestamp.
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To configure email settings from the Campaigns module, log into Sugar as the administrator, and click Email Setup in the Shortcuts menu of the Campaigns Home page.
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The Setup Email section, displays the default values for the following. You can enter new values, if needed:
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From Name. The name of the sender.
Mail Transfer Agent. The default protocol, which is sendmail. You can change this to SMTP from the drop-down list.
From Address. The email address for the sender.
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The name, address, and Mail Transfer Agent values that display on this page reflect the default values set on the Email Settings page. These values do not display on the Campaign Email Settings page that you access from the Administration Home page. Any changes that you make to the information on this page will be reflected in the Email Settings page.
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SMTP Server. Enter the name of the SMTP server.
SMTP Port. Enter the SMTP port number.
SMTP Password. Enter the SMTP password.
Use SMTP Authentication. Select this box to use SMTP authentication.
SMTP Username. Enter the SMTP user name.
In the Email Notification Options section, enter the following information:
Number of emails sent per batch. Enter the maximum number of emails to send per batch.
Location of campaign tracking files. Campaign tracking files log responses from campaign targets.
If you are running Sugar on an external network, select Default and accept the default location. If you are running Sugar on your internal network, move the Campaign_tracker2.php, Removeme.php, and image.php files from the Sugar root directory to a directory on your public Website so that you can track the responses of your campaign targets.
To specify the location of these campaign tracking files, select User Defined and enter the path in the field below.
Keep copies of campaign messages. To save a copy of campaign message in the Sugar database, select Yes. If not, select No.
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Click Next.
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The page displays the Bounce Handling mail account, if one already exists. If not, the screen displays the New Mail Box form, which you can use to create a Bounce Handling mail account.
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Select Create New Mail Account to create a mail account to receive bounced emails.
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Click Save to save the settings and create a bounce-handling inbox; to navigate back to the previous screen, click Back; to go back to the Campaigns Home page without saving any of the specified information, click Cancel.
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Use this option to create a Group mail account to view emails from an external email server and share them with multiple users for necessary action. When you receive emails that are addressed to your organization but not to any particular user, you can route it to a Group mail account such as support@example.com or sales@example.com. Users can subsequently distribute emails in the Group mail account to other users.
You can create a stand-alone Group folder in the Emails module that not associated with a Group mail account. You can manually move emails from an external email server into the group folder and distribute them among users. However, in order to automatically import emails into Sugar and route them to a Group folder, you must associate a Group mail account with the Group folder. When you associate a Group mail account with a Group folder, you can specify an action to generate cases from imported emails and automatically assign them to users for resolution.
Typically, you create group folders in the Emails module. However, you can create a Group folder and associate it Group folder with a Group mail account from the Inbound Email Setup page when you are in the process of creating or editing the account. For information on creating a Group folder, see “To create and edit Group folders from the Emails module” on page 57.
To help make a decision on whether to use Group mail accounts, Group folders, or both, use the recommendations listed below. For more information on Group folders, see “Email Folders” in the Sugar Community Edition UserGuide.
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Can import emails manually into the Sugar database as needed.
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Can import emails into the Sugar database automatically through a batch process.
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Sugar can automatically generate cases from inbound emails. However, in order to do this, you must associate the Group folder with a Group mail account and select the “Create Case” action. When the case is created, it is assigned to a user and an email notification is sent out to that individual. The email’s Subject line is copied to the case’s Subject line and the body is copied as the case description. The email for which the case was created is also listed in the History sub-panel of the case’s Detail View.
Optionally, you can use the Create Case Reply template to set up an automated response notifying senders that a case has been created to resolve their issue. The email contains the number of the newly created case in the Subject line. The case number format follows the Case Macro setting.
You can also use the Auto-reply template to automatically notify senders that you received their email.
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Case Macro. This field imports an email and associates it with a case based on the Subject line. When users send an email from the detail page of a case, the case number appears in the Subject field of the email. The Case Macro field displays the default Case Macro string. To customize it, you can change CASE to a different word but you must preserve the rest of the string.
Save Raw Source. Select Yes to preserve the raw email source for imported emails in the database without stripping any of the specified tags. For more information, see “Email Settings” on page 48.
Number of Auto-responses. Use this field to specify the maximum number of automated responses to send to a specific email address during a period of 24 hours.This prevents an endless loop in the event that the email recipient has set up an out-of-office responder. If not, when Sugar receives the automated response, it responds with automated response, thus causing an endless loop.
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Click Save.
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In the Basic Setup sub-panel, enter information for the following fields:
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Name. Enter the user’s name, or an alternate name for the mail account.
Mail Server Address. Enter the address of the external mail server.
Mail Server Protocol. From the drop-down list, select either IMAP or POP3.
When you select IMAP, additional fields display on the screen to select a Monitored folder, a Trash folder, and a Sent folder.
Monitored Folders. Click Select and select the folders that you want users to be able to access from the Emails module. The default folder is “Inbox”. To select multiple folders, hold down the Shift key or the Ctrl key. When you create an account for an external mail account such as Yahoo or Google, you must ensure that you are using their mail server protocol.
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If you use the default “Inbox” folder value to access a Google mail account, you will be able to view emails in all the folders in your Google mail account because Google does not have a folder named Inbox. To view only specific folders from your Google mail account, ensure that you select them in the Monitored Folders list.
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Trash Folder. Click Get Trash Folder to add a trash folder to the Emails module. Select the Trash folder from the Folders’ list, and click OK.
Sent Folder. Click Get Sent Folder to add a folder to store outbound emails in the Emails module. Select the folder from the Folders’ list, and click OK.
Mail Server Port. Enter the server port number.
Status. From the drop-down list, select Active to activate the Group mail account or Inactive to deactivate it. Users cannot view emails from a deactivated account.
User Name. Enter the username to access the mail server.
Password. Enter the user’s password.
Use SSL. Select this box to use Secure Socket Layer (SSL) when connecting to the mail server.
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In the Email Handling Options sub-panel, enter information for the following fields:
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Assign To Group Folder. If you want to assign a Group folder to the mail account, select an existing email group from the drop-down list or click Create to create one as described in “To create and edit Group folders from the Emails module” on page 57.
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Only the team assigned to the Group folder has access to the emails routed to the folder. If the team selected in the Assign to Team field is different from the team assigned to the Group folder, it will not be able to access emails in the Group folder.
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Possible Actions. Optionally, you can select an action that the user is permitted to perform. If you assigned a Group folder, you can select Create Case. You can select Bounce Handling to use the mail account for handling bounced emails from campaigns.
To automatically create cases from inbound emails, select Create Case. When you select this option, you will need to specify how the emails are distributed in the Distribution Method field. You can select Round-Robin or Least-Busy. With the Round-Robin option, the system distributes cases evenly amongst all users within the specified team. With the Least-Busy option, the system distributes cases to the least busy user within the team assigned to the Group folder.
If you run campaigns and want to create an inbox to route bounced campaign emails, select Bounce Handling. You can create a bounce-handling inbox separately for each campaign or you can create one that is common to all campaigns. The system tags every bounced campaign email with a unique identifier that enables you to identify the campaign.
Create Case Reply Template. Optionally, you can use the Create Case Reply template to set up an automated response notifying email senders that a case has been created to resolve their issue. The response contains the system-generated case number in the Subject line of the email. The body of the email for which the case was created displays below the template text.
Auto-Reply Template. Optionally, use this template to set up an automated response notifying email senders that you received their email. From the drop-down list, select an existing template, or click Create to create a new one.
If both templates are selected, Sugar will respond to the sender with the Create Case Reply template instead of the Auto-Reply template.
For information on creating email templates, see “Creating Email Templates” in the Sugar Community Edition User Guide.
From Name. Enter the name of the user who is sending out the email.
From Address. Enter the email address of the user.
Reply-to Name. Enter a name to receive bounced emails.
Reply-to Address. Enter an email address for bounced emails.
No Auto-reply to Domain. To exclude a domain from receiving the automatic email response, enter the domain name.
It is common to specify your organization’s domain to prevent auto-replies from being sent to your organization’s members.
Assign to Group Folder. To route emails to an existing group folder, select an existing one from the drop-down list or create a new folder as described in “To create and edit Group folders from the Emails module” on page 57.
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Click Test Settings to ensure that the settings are accurate.
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Click Save to save the settings.
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In the Emails module, click Settings.
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In the Settings window, click the Folders tab.
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New Folder. Enter a name for the Group folder.
Add this folder to. If this is the first group folder that you are creating, select None. If you already have one or more group folders and want to create a sub-folder, select the parent folder from the drop-down list.
Assign to Group. Select a group from the drop-down list.
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Click Add New Group Folder to create the folder.
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The new folder displays in the Assign to Group Folders drop-down list.
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To edit a Group folder from the Emails module, select it from the Edit Group Folder drop-down list in the Settings window, make the necessary changes, and click Save.
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To edit a Group folder from the Inbound Email Home page, in the Edit View of the associated Group mail account, click the Edit button adjacent to the Assign to Group Folder field; make the necessary changes, and click Save.
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To view the details of a mail account, click its name in the Inbound Email home page.
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To duplicate the account, click Duplicate. The system creates a new mail account and displays the Edit page. You can edit the details and click Save to create a new account.
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To delete a mail account, select it and click Delete; to delete multiple mail accounts, select them on the Inbound Email home page and click Delete.
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Use this option to view, send, and delete mass campaign emails that are in the queue for dispatch. The system sends out the email only after the start date/time has passed. After a campaign email has been processed, you can view its status in the Campaign module. The system tracks statistics such as the Sent date and number of times an email delivery was attempted.
Use the Scheduler to run nightly mass email campaigns as well as monitor bounced campaign emails. For more information on scheduling email mailings, see “Scheduler” on page 27.
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To send out campaign emails, select the campaign in the Queue sub-panel below and click Send Queued Campaign Emails.
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To delete campaign emails, select the campaign in the Queue sub-panel below and click Delete; click OK to confirm the deletion.
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To search for a specific campaign, enter the campaign name, or recipient name, or recipient address in the Search fields above and click Search; click Clear to clear the search fields.
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Number of emails sent per batch. Enter the number of campaign emails to send out in a batch every time the scheduled job runs.
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Location of campaign tracking files. You can specify the location of campaign tracking files in this panel. Campaign tracking files log the responses from the campaign targets.
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If you are running Sugar on an external network, select Default and accept the default location.
If you are running Sugar on your internal network (for example, http:/privatemachine/sugar/index.php), move Campaign_tracker2.php, Removeme.php, and image.php files from the Sugar root directory to a directory on your public Website (for example, http://mycompany.com) so that you can track the responses of your campaign targets. To specify the location of these campaign tracking files, select User Defined and enter the path in the field below.
When a target opens the campaign email or clicks an embedded image, the action is logged in the Campaign_tracker2.php file or the image.php file respectively. When a target opts out of the campaign, the action is logged in the Removeme.php file.
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Keep copies of campaign messages. Specify whether you want to store a copy of every email that is sent out to the campaign targets or if you want to keep only one copy. Select Yes to keep copies of every email. The default is No.
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