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Sugar Enterprise 5.5 Documentation
Sugar Portal Installation and User Guide
Version 5.5.0
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This document describes how to install and use the Sugar Portal to view, edit, and create objects in Sugar Enterprise 5.5.0.
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Sugar Portal is a portal framework that provides a self-service portal, which allows your customers to view, create, and edit cases and bugs in Sugar. You can also view articles created in Sugar. Articles, which can be on any subject such as case resolutions and FAQs are created in Sugar’s Knowledge Base module.
Sugar Portal uses SOAP to communicate with Sugar Enterprise. The communication between your browser and Sugar Portal is facilitated with an iFrame. Webmasters only need to place a small piece of JavaScript code where they want the iFrame to appear.
The following diagram illustrates how the Sugar Portal communicates with the browser.
Any case or bug that you create in Sugar Portal is stored in the Sugar database on the Sugar server and displays in Sugar. Users cannot delete a record in Sugar Portal, but they can do so when they log into Sugar Enterprise.
To customize Sugar Portal to suit the organization’s requirements, the administrator can use the Developer Tools functionality in the Sugar application to edit the style sheet and page layouts. The administrator can then synchronize the portal from Sugar to reflect the changes. For more information, see the Sugar Enterprise Installation and Administration Guide.
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1.
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Ensure that you have installed Sugar Enterprise 5.5.0.
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2.
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Log into Sugar to configure the following settings before you install Sugar Portal:
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a.
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On the License Management page in Sugar, enter the number of portal users that you have purchased with your license.
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b.
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In the System Settings panel, scroll down to the Customer Self-Service Portal section and select Enable self-service portal integration.
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c.
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On the User Management page, select the Create Portal User option from the Shortcuts menu.
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e.
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Select Active in the Status drop-down field.
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f.
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Enter a password for the portal use in the New Password field and re-enter it in the Confirm Password field.
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You will need this information when you install Sugar Portal because the portal will use it to establish communication with the Sugar application.
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g.
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Enter the portal user’s primary email address; to add an alternate email address, click Add and enter it in the field that displays below the primary email field.
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h.
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Click Save to create the portal user.
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The contacts in Sugar are the portal users in Sugar Portal. After you create the portal user, the Create Contact page in Sugar displays a Portal sub-panel where you can enter the contact’s Portal name and password.
You will need to create a portal name and password for each contact who is also a Sugar Portal user.This is the user name and password that a contact needs to log into the portal as a portal user.
Installing Sugar Portal
Perform the following step to install Sugar Portal:
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Obtain the Sugar Portal-5.5.0.zip file from SugarCRM, save it to your Web server, and extract the files to a separate folder.
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You will use one of the extracted files, install.php, to install Sugar Portal.
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On your Web browser, enter the location of the install.php file on your Web server. For example: localhost/SugarPortal/install.php.
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Note:
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If you plan to run Sugar Portal on the same Web server as Sugar, it is recommended that you set up a custom PHP session directory. If not, you will get logged out of Sugar when you use Sugar Portal on the same browser.
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4.
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Click Start.
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5.
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Accept the License Agreement and click Next.
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The System Check Acceptance page displays on the screen.
The Site Configuration page displays on the screen.
URL of Parent SugarCRM Instance: The URL of your Sugar instance from where data will be stored and retrieved.
SugarCRM Portal User Name: The portal user name that you created in Sugar. This is the user name that the portal uses to authenticate itself with the Sugar application.
SugarCRM Portal Password: The password of the portal user specified in Sugar.
Use Defaults? By default, this option is enabled to use default Session Directory, Log Directory, and Application ID for your Sugar instance. If you want to override these default settings, deselect this option. You must then check the box for each of these three options and enter the path to the Session Directory, the name of custom Log Directory, and the Application ID in the field that displays below each of these options.
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Click Next.
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The Confirm Settings page displays on the screen.
The Perform Setup page displays on the screen.
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Click Next.
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The Script Copy page displays on the screen.
To incorporate a link to the portal on a specific website, copy the script from the text box and place this on the website. This script will place an iframe that points to the Sugar Portal install. On this screen, note the location of the JavaScript file that you can use to modify the height and width of the iframe.
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10.
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Click Next.
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The Registration page displays on the screen.
The installation is now complete. Your Web page will now display a Sugar Portal login dialog box. Your customers will need to register themselves with Sugar Portal in order to access its functionality.
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Note:
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To ensure that your customers can successfully use Sugar Portal, create a contact in Sugar as a portal-only user and log into Sugar Portal with the portal username and password.
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The system converts Sugar Portal registrants into leads in Sugar. You can then convert these leads into contacts and create user names and passwords for them from the Contacts Edit View. You must send every registrant a unique user name and password to log into Sugar Portal.
Through Sugar’s Developer Tools, you can customize Sugar Portal to meet your organization’s needs. For more information on customizing Sugar Portal, see “Manage Sugar Portal” in the Sugar Enterprise Application Guide.
Using Sugar Portal
Through Sugar Portal, organizations can allow their contacts to access and manage records on the Sugar server. Contacts are external individuals such as vendors and customers.
You can use Sugar Portal to access records in the following Sugar modules:
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Newsletters: You can subscribe and un-subscribe from newsletters.
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In order to use Sugar Portal, the administrator must do the following:
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Synchronize Sugar Portal with Sugar as described in “To Update Sugar Portal” in the Sugar Enterprise Application Guide.
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Contacts can also register themselves with Sugar Portal. After they send in their registration, they will receive their username and password by email.
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Log into Sugar Portal with the username and password that you received
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To register with Sugar Portal
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On the Sugar Portal log-in page, click the New user? Please register link.
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The registration page displays on the screen.
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Click Save to forward your registration information to Sugar Portal; click Cancel if you do not want to register with Sugar Portal.
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Log into Sugar Portal with your Sugar Portal username and password.
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On the Sugar Portal Home page, click the My Account link.
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On the My Account page, enter your name, address, and phone number.
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Click Save to save the information.
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Managing Cases
You can view, create, and edit cases in Sugar Portal. Any case that you create or edit is saved on the Sugar server. In order to delete it, you will need to log into Sugar.
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Log into Sugar Portal and click the Cases tab.
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You can use the Search sub-panel to search for a case using criteria such as the case number and status.
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Click the Create New link at the top of the page.
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Priority. Select the appropriate priority to reflect the urgency of the case.
Subject. Enter the subject of the case.
Description. Describe the problem.
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When you save a case, the system displays its Detail View. You can attach a note or a file from this page as described in “To attach a note or a file”
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On the Cases page, select the subject of the case that you want to view.
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To edit the case, click Edit and make the necessary changes.
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On the case detail page, click Attach Note.
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Subject. Enter the subject of the note.
Description. Enter the text of the note.
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To attach a file, click Browse, navigate to the file location, and select it.
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You can view, create, and edit bugs in Sugar Portal. Any bug that you create or edit is saved on the Sugar server. In order to delete it, you will need to log into Sugar.
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Log into Sugar Portal and select the Bug Tracker tab.
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The Bug Tracker Home page displays the Search sub-panel and existing bugs. You can use the Search sub-panel to search for a bug using criteria such as the bug number and status.
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Click the Create New link.
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The Bug Tracker form displays on the screen.
Priority. Select the priority from the drop-down list.
Status. Select the bug’s status from the drop-down list.
Source. Select the source that reported the bug from the drop-down list.
Category. Select the module to which the bug is related from the drop-down list.
Subject. Enter the subject of the bug.
Description. Describe the problem.
Work Log. This is the field where the user who is assigned to the bug enters a description of the action taken to fix the bug.
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When you save a bug, the system displays its Detail View. You can attach a note or a file from this page as described in “To attach a note or a file”.
To view or edit an existing bug
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To edit the bug, click Edit and make the necessary changes.
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Newsletters that are created in Sugar display in Sugar Portal. You can subscribe to and unsubscribe from newsletters through Sugar Portal. Any newsletters that you subscribe to will be emailed to you.
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On the Sugar Portal Home page, select the Newsletters tab.
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To subscribe to a newsletter, select the box next to it and click Save. To select all the listed newsletters, click Check All.
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To unsubscribe from a newsletter, deselect the box next to it and click Save. To deselect all selected newsletter, click Uncheck All.
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You can view Knowledge Base articles that are created in Sugar. An article can be on any subject such as case resolutions or FAQs (Frequently Asked Questions).
In Sugar Portal, the articles are grouped into two categories: Most Viewed Articles and the Most Recent Articles. By default, only the first 10 articles in each category are listed on the page. Your administrator can change this default number as needed.
If the article you want is not listed on the page, you can perform a full text search or a title search to find it. In a full text search, you can use any word that appears in the text of the article.
FAQs are articles created in Sugar in response to frequent questions that an organization receives from its customers. The FAQs are listed on a separate tab but you can search for an FAQ on the Knowledge Base tab.
The screenshot below displays individual FAQs in various FAQ categories. The Sugar administrator creates the FAQ categories.
Attachments such as files and images, if any, are listed at the bottom of the article. To view or download an attachment to your local machine, click its name, select the appropriate option, and click OK.
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To search for an article by one or more words that appear in its contents, enter the keywords in the Keywords field and click Search. Use spaces to separate keywords.
When you specify a keyword, the system performs a full text search of the article’s contents for the keyword. You can use keywords to include or exclude articles in the search results.
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To specify multiple keywords, you can use spaces. Using spaces is similar to using the OR operator. For example, if you search for brown blue, the search results will return articles that contain brown or blue.
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Using the plus (+) sign will return articles that have both the words. For example, brown +blue will return only articles that contain both the words.
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To ensure that a word is included in the search, use the plus (+) sign before the word. For example, to find articles on the impact of global warming on polar bears, you can search for “global warming” +bears or “global warming” +“polar bears”.
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To exclude keywords or phrases, use the minus (-) sign. For example, brown blue -yellow. When you specify a word in the Excluding these words field in Advanced Search, you do not need to use the minus sign.
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Use wildcard characters % or * to specify a partial word. For example, to find words that begin with super, you can search for super% or super*.
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Copyright 2004-2009 SugarCRM Inc.
Enterprise License
