Sugar Community Edition Installation and Administration Guide Version 5.0

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.

Email Settings

Use this option to set the default settings for outbound and inbound emails.

For outbound emails, this includes the following:

•	Default notification settings that specify the “From” name and address for notification emails that you send users when you assign a record to them.

•	The defaults for the Mail Transfer Agent, email format, and the email client for outbound emails.

From the Emails module, users can override some mail settings that you configure on this page such as the character set used when composing emails.

For inbound emails, you can specify the security settings to prevent 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, note this action may compromise your system.

To configure email settings from the Administration page

1.	In the Email Settings sub-panel of the Administration page, click Email Settings.

2.	In the Email Notification Options sub-panel, enter information for the following fields:

From Name. Enter the name of the sender.

From Address. Enter the sender’s address.

Save Outbound Raw Emails. If you want to save copies of outbound emails in the Sugar database, select Yes. By default, it is set to No.

Notifications on? Select this option to send an email notification to users when a record 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 task.

Mail Transfer Agent. From the drop-down list, select either Sendmail or SMTP as the Mail Transfer Agent for your outbound emails.

If you select SMTP, enter the following information:

SMTP Server. Enter the SMTP mail server’s address.

SMTP Port. Enter the mail server’s port number.

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.

Enable SMTP over SSL. Select this option if you are using the POP3 protocol and the mail server requires SSL.

Use SMTP Authentication. Select this option if the mail server requires authentication to send out the email.

SMTP Username. Enter your username for the email account.

SMTP Password. Enter your password for the email account.

3.	In the User Email Defaults sub-panel, select the following information:

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.

4.	In the Email Security Settings sub-panel, specify the following information:

Preserve raw email source. Select this option if you want to preserve the email source in the database without stripping the selected tags.

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.

Outlook Defaults. Select this option if you do not want to strip the Style tag, which is used by Outlook.

5.	Append Disclosure Message to Every Email. To append a notice regarding confidentiality with the email, select the box. You can use the default disclosure that displays in the field below or you can edit it as necessary.

6.	To save your email settings, click Save; click Cancel to exit the page without saving your changes.

Configuring Email Settings for Campaigns

You can also specify email settings for campaigns from the Campaigns module.

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. The target’s detail page displays a list of emails sent to the target

For information on campaigns, see the Sugar Community Edition User Guide.

To configure email settings from the Campaigns module

1.	Log into Sugar as the administrator.

2.	In the Shortcuts menu of the Campaigns Home page, click Email Setup.

The Email Setup for Campaigns page displays on the page.

3.	In the Setup Email section, enter the following information:

From Name. Enter the name of the sender.

Mail Transfer Agent. From the drop-down list, select either sendmail or SMTP as the protocol.

From Address. Enter the email address of the sender.

If you select SMTP, enter the following information:

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. To specify where the campaign tracking files should be saved, choose Allow Select and enter the path to the location in the field below. To save it in the Web root directory on your local machine, choose Auto-Create.

Keep copies of campaign messages. To save a copy of campaign message in the Sugar database, select Yes. If not, select No.

4.	Click Next.

The New Mail Box page displays on the page.

5.	Select Create New Mail Account to create a mail account to receive bounced emails.

6.	Enter the mail account information as described in “To set up a new mail account for inbound emails” on page 61 and click Next.

The system displays a summary page that lists the specified settings.

7.	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.

Inbound Email

Use this option to monitor and manage emails that your organization receives. You can create Group mail accounts, such as support@example.com or sales@example.com. A group is a bucket to collect and distribute emails to one or more users. To create a group, you need to create a group user as described in “Users” on page 48.

When your organization receives emails that do not reference existing Sugar records, you can route them to a group mail account. You can parse these emails and associate them with the appropriate Sugar records. For example, you can associate an email with a case ID.

For each Group mail account, you can set up an action for emails that are routed to there. For example, you can create a bug from an email. You or other users can subsequently distribute emails in the group mail account to specific individuals.

You can also create Group folders. These are folders within Sugar that can be shared among users. You can also map a Group folder to a Group mail account to automatically import emails into Sugar through the Job Scheduler.

Make a decision on whether to use Group mail accounts, Group folders, or both, based on the recommendations below:

Group Mail Account	Group Folder
Can import emails manually into the Sugar database as needed. This option is recommended if: • The mail server does not have a powerful spam filter and you want to avoid importing spam emails. • You do not have enough database storage space to store a large number of emails.	Can import emails into the Sugar database automatically through a batch process. This option is recommended if: • The mail server has a powerful spam filter to help you prevent importing spam emails. • You have enough database storage space to store a large number of emails.

You can schedule a job to periodically monitor Group mail accounts for new emails and distribute them. For more information on scheduling jobs, see “Scheduler” on page 31.

When you click the Inbound Email option on the Administration Home page, the following screen displays on the page.

Case Macro. This field links an email with a specific case number. When users send an email from the detail page of a case, the case number appears in the Subject field of the email. To customize the subject line, you can replace “CASE” with any text of your choice. This value will be automatically entered in the subject when composing an email from the Detail View of a case.

Save Raw Source. Select Yes to preserve the raw email source in the database without stripping any of the specified tags. For more information, see “Email Settings” on page 55.

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 you email a person who has set up an out-of-office responder. If not, when Sugar receives the automated response, the system responds with automated response, thus causing an endless loop.

To set up a new mail account for inbound emails

1.	In the Shortcuts menu of the Inbound Email home page, click Monitor New Mail Account.

The Inbound Email Setup page displays on the screen.

2.	In the Basic Setup sub-panel, enter information for the following fields:

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.

Mail Server Port. Enter the server port number.

Status. From the drop-down list, select the user status.

User Name. Enter the user name.

Password. Enter the user password.

Monitored Folder. Select a folder from the drop-down list. From the Emails module, users will be able to view emails in the monitored folder. The default value is “Inbox”.

Use SSL. Select this box to use Secure Socket Layer (SSL) when connecting to the mail server.

3.	In the Email Handling Options sub-panel, enter information for the following fields:

Possible Actions. From the drop-down list, specify the action that the user is permitted to perform. To permit all actions, select Create [Any].

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.

Assign To Group. From the drop-down list, select an existing email group or elect to create a group when you save the inbox.

Auto-Reply Template. From the drop-down list, select an existing email template.

“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 a Group folder”.

4.	Click Test Settings to ensure that the settings are accurate.

5.	Click Save to save the settings.

The system creates the mail account and displays its detail page.

To create a Group folder

1.	Click the Create button adjacent to the Assign to Group Folder drop-down list.

The Create Group Folders dialog box displays on the screen.

2.	Enter the following information:

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.

3.	Click Add New Group Folder to create the folder.

The new folder displays in the Assign to Group Folders drop-down list. An Edit link displays next to the Create button. Click this link to edit the folder, if needed.

To manage monitored mail accounts

•	To view the details of a mail account, click its name in the Inbound Email home page.

•	To edit the account, click Edit, revise the information, and click Save.

•	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.

•	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.

Manage Email Queue

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 send 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 31.

To manage queued emails

1.	To send out campaign emails, select the campaign in the Queue sub-panel below and click Send Queued Campaign Emails.

You can select more than one campaign at a time.

2.	To delete campaign emails, select the campaign in the Queue sub-panel below and click Delete; click OK to confirm the deletion.

3.	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.

Campaign Email Settings

Use this option to specify outbound email settings for email campaigns.

To specify campaign email settings

1.	Number of emails sent per batch. Enter the number of campaign emails to send out in a batch every time the scheduled job runs.

2.	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.

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.

3.	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.