SugarCRM SupportKnowledge BaseEmailEnabling Sugar Email Archiving

Enabling Sugar Email Archiving

Overview

With Sugar Email Archiving, emails are automatically archived and linked to Sugar records simply by being sent to a special address. This allows for archiving from any email client without the use of a plugin or other syncing process. The service is available for Sugar Professional subscriptions and above. For more information about the service, please refer to About Sugar Email Archiving.

Note: This article pertains to Sugar versions 6.x and 7.x.

Steps to Activate

To activate Sugar Email Archiving for your instance:

  1. Navigate to Admin > Email Archiving.
    enableSNIP
  2. Read and agree to the privacy agreement.
  3. Click "Enable Email Archiving".
  4. Please note your instance's unique archiving email address via the Email Archiving Address field.
    View EmailArchivingAddress

When email archiving is enabled, you can include the unique email archiving address in the To, CC, or BCC field of any email. Once the email is sent, Sugar will automatically archive the email to your database and link it to any records that have a matching email address.

Troubleshooting

If the service is not able to be activated, please check the following:

One activation per license key

Email Archiving can only be activated for one instance per license key. If you have a test instance with Email Archiving activated, that service will need to be deactivated before your production instance can be activated.

On-Site instance Accessibility

Our Email Archiving servers can only work with your instance when it may be reached over the internet. Specifically, the URL http(s)://{site_url}/service/v4/rest.php needs to be accessible from our On-Demand IP range, 70.42.242.0/24 (this is the same as 70.42.242.0 with a 255.255.255.0 subnet mask).

Config.php's site_url

For On-site instances, please make sure that the site_url specified in your config.php is set correctly. This site_url value must match the publically-accessible URL.

Firewall

For On-site instances, certain firewall setups may block the activation request.  You can try temporarily disabling the firewall and attempting the activation again.

Load Balancer/SSL

SNIP supports both plaintext HTTP communication as well as encrypted HTTPS communication when properly configured. The registration process is a multi-step process that relies on several settings from the application configuration as well as the webserver request environment in order to successfully complete.

When front-end proxies or load balancers are used to handle load balancing and/or the SSL offload, additional configurations must be done in order to make sure the request environment is correct:

  • The config settings site_url and host_name must match the public name and protocol of the instance.

  • The proxy must correctly pass the Host: header to the backend server(s) and the backend servers must have the correct virtual host setup for that name.

  • If SSL is being used, the SSL certificate must be a fully valid certificate signed by a well know public Certificate Authority and include proper chaining as needed. Private certificates or CA's are not supported.

  • If the proxy is performing an "SSL Offload" where it passes only HTTP traffic to the backend servers, it must make some distinction between HTTP and HTTPS requests and pass that distinction on to the backend server. If the backend server does not understand between HTTP and HTTPS requests, it will default to generating HTTP url's in the OAuth token, regardless of the site_url setting.

  • HTTPS distinction can be performed in a number of ways for the Apache web server:

    • Insert a "X-Request-Was-SSL: Yes" header into the request when sending it to the backend servers, and use SetEnvIf to set HTTPS to "on" if the header is there.

    • Run an additional vhost on a separate port of the backend server(s) which uses "SetEnv HTTPS on" to imply HTTPS, and direct the HTTPS-offloaded traffic to that port from the proxy.

Support Case

If all of the details above check out, please file a support case so that we can look into other potential causes.

EllenT

 

Last modified: 09/19/2016 01:06pm