SugarCRM SupportResourcesUsing the Support Portal

Using the Support Portal

Overview

The SugarCRM® Support portal allows support-authorized contacts to create, review, and manage their support cases. Sugar partners have the added ability to create and manage cases on behalf of their customers. In addition to managing cases, portal users can search and access product defects, enhancement requests, and platform improvements via the Bugs module in the portal. This article covers the basics of utilizing the support portal to create and manage cases as well as access bugs filed for Sugar. If you would like additional information regarding the basics of Sugar's user interface as well as how to perform common tasks or operations in the application, please refer to the User Interface documentation. 

Accessing the Support Portal

One of the primary methods for contacting the Sugar Support team is through the online SugarCRM Support Portal. To submit new support cases or access existing cases and bugs, you must already have access to the support portal. If you are a support-authorized contact for your organization and need to get set up for portal access, please follow the instructions in the Setting Up Access to the Support Portal article. If you already have access, please refer to the following section for instructions on logging into the support portal.   

Logging In

Use the following steps to log into the support portal:

From the SugarCRM Support site:

  1. Navigate to https://support.sugarcrm.com and click the Log In button at the top of the page to log in with your SugarCRM.com account. 
    Note: If the Log In button shows your username, then you are already logged in and can move on to the next step.
    SupportSite LogIn
  2. Click the Case Portal link on the navigation bar or in the user dropdown menu.
    SupportSite CasePortal
  3. Click the Log In button on the Support Portal's login page.

From the SugarCRM Support Portal:

  1. Navigate to https://portal.sugarondemand.com and click the "Log In" button.
    SupportPortal LogInOptions 
  2. Enter the username and password associated with your SugarCRM.com account and click "Log In".

The SugarCRM Support Portal home page will open, and you can navigate to the appropriate module (e.g. Cases) to create and view records as necessary.

User Preferences

The Preferences option in the user menu allows portal users to configure the date, time, and name format in the support portal based on their current geographical location. If your browser's timezone does not match your saved timezone, you can change it accordingly via the user preferences. Once you have made the necessary changes, click "Next" and the following page will provide a confirmation as well as access to additional support resources (e.g. Using the Support Portal, Working With Sugar Support).
UserMenu Preferences

Home

The SugarCRM Support Portal home page houses various stock dashlets that provide access to support resources (e.g. Working With Sugar Support), a summary of current storage and sandbox usage for your or your customer's (for Sugar partners) On-Demand instances, as well as a list of open cases that are pending a response from you, the company, or the Sugar Support team.  
SupportPortal HomePage Dashboard

Dashlets

By default, the Support Portal home page displays the following dashlets: "Help Links", "On-Demand Storage Usage", "Cases Pending My Response", "My Cases Pending SugarCRM's Response", "Cases Pending My Company's Response", and "My Company's Cases Pending SugarCRM's Response". Please refer to the following sections for more information regarding each of the available dashlets.

The Help Links dashlet contain links to support resources such as the "Working With Sugar Support" and "Using the Support Portal" articles.

On-Demand Storage Usage

Customers with instances hosted in Sugar's On-Demand environment are subject to On-Demand storage and sandbox limits depending on their edition of Sugar. Please note that storage limits apply as a cumulative total of all production and sandbox instances. For more information regarding the storage and sandbox limits for each Sugar edition, please refer to the On-Demand Offerings page. You can also access the On-Demand Offerings page by clicking the Question Mark icon at the top of the dashlet menu bar.

The dashlet is broken up into two tabs, "Overview" and "Instances", that provide a summary of current storage and sandbox usage for your On-Demand instances. The chart meanings are described in the table below. The Instances tab shows a breakdown of the current file and database storage usage for each On-Demand instance counting towards your storage allowance.

Note: Sugar partners also have the ability to view storage usage data for their customers' On-Demand instances by searching and selecting the account from the Account field. 
OD StorageUsage Dashlet

Chart Description
Storage Usage Shows the total percentage of your allowed On-Demand storage currently being used
Note: Hover over the chart to view the amount of storage being used in gigabytes.
Sandbox Usage Shows the total percentage of your allowed On-Demand sandboxes currently being used 
Note: Hover on the chart to view the current number of deployed sandboxes.
Storage Allocation Shows a breakdown of how much storage each of your On-Demand instances are using of your total storage allowance and displays the storages used versus allowed in gigabytes
Note: The bigger number represents the current storage used while the smaller number represents your On-Demand storage limit. Hover on sections of the chart to view additional information such as the instance name and the percentage and amount of storage being used by each On-Demand instance.

Cases Pending My Response

The Cases Pending My Response dashlet displays all cases filed by the current user with a status of "Pending External Input" or "Pending Confirmation", indicating that your response is needed. To respond, simply click the case's subject in the dashlet to open the record view then click "Create a New Note" in the Notes subpanel. For more information on creating notes, please refer to the Adding Notes to Cases section. If you wish to refresh the dashlet to view any updated data, click the Gear icon at the top of the dashlet menu bar and select "Refresh". 

My Cases Pending SugarCRM's Response

The My Cases Pending SugarCRM's Response dashlet displays all cases filed by the current user with a status of "New", "Assigned - In Progress", or "Pending Internal Input", indicating that they are pending a response from Sugar Support. If you wish to add additional information to the case, follow up on status, etc., simply click the case's subject in the dashlet to open the record view then click "Create a New Note" in the Notes subpanel. For more information on creating notes, please refer to the Adding Notes to Cases section. If you wish to refresh the dashlet to view any updated data, click the Gear icon at the top of the dashlet menu bar and select "Refresh". 

Cases Pending My Company's Response

The Cases Pending My Company's Response dashlet displays cases filed by any portal user in the organization with a status of "Pending External Input" or "Pending Confirmation", indicating a response from the company is needed. To respond, simply click the case's subject in the dashlet to open the record view then click "Create a New Note" in the Notes subpanel. For more information on creating notes, please refer to the Adding Notes to Cases section. If you wish to refresh the dashlet to view any updated data, click the Gear icon at the top of the dashlet menu bar and select "Refresh". 

My Company's Cases Pending SugarCRM's Response

The My Company's Cases Pending SugarCRM's Response dashlet displays cases filed by any portal user in the organization with a status of "New", "Assigned - In Progress", or "Pending Internal Input", indicating that they are pending a response from Sugar Support. If you wish to add additional information to the case, follow up on status, etc., simply click the case's subject in the dashlet to open the record view then click "Create a New Note" in the Notes subpanel. For more information on creating notes, please refer to the Adding Notes to Cases section. If you wish to refresh the dashlet to view any updated data, click the Gear icon at the top of the dashlet menu bar and select "Refresh". 

Accounts

The Accounts module displays the partner's account as well as the customer accounts for which the Sugar partner can file a case for or on behalf of in the support portal. Please note that this module is only available for Sugar partners. To access the list of accounts, simply click the Accounts module tab in the navigation bar to open the list view. Once the list view opens, you can easily search by the account's name to pull up matching records or use the Filter option to narrow your search further using the available options as follows:     

Filter Options Description
Create Create a new custom filter which you can use to filter your search
Note: You can also click "Create" to the right of the Filter option.
All Accounts Returns all accounts (partner's, customer) which you can file a case for or on behalf of in the support portal
File on Behalf of Accounts Returns only customer accounts which you can file a case on behalf of in the support portal
My Favorites  Returns only account records you have marked as favorites 
Recently Viewed Returns only account records you have viewed in the module within the last 7 days 

SupportPortal AccountsListView

To view the account details, click the account's name in the list view to open the record view. The account's record view contains two subpanels that display all related cases for the current record. When a partner views their own account, all of their cases will appear in the Cases subpanel; otherwise, all cases filed on behalf of customers will appear in the Filed on Behalf of Cases subpanel.
SupportPortal Accounts CasesSubpanels

Cases

The Cases module displays all cases that have been filed for your account as well as cases filed on behalf of a customer's account (for Sugar partners). To access the list of cases, simply click the Cases module tab in the navigation bar to open the list view. Once the list view opens, you can easily search by the case's subject to pull up matching records or use the Filter option to narrow your search further using the available options as follows:

Filter Options Description
Create Create a new custom filter which you can use to filter your search
Note: You can also click "Create" to the right of the Filter option.
All Cases Returns all cases filed for the company
Note: For Sugar partners, cases filed for customer accounts are also included.
All Open Cases Returns all cases filed for the company with an open status (e.g. "New", "Assigned - In Progress")
Note: For Sugar partners, cases filed for customer accounts are also included.
Cases Pending My Company's Response  Returns all open cases with a status of "Pending External Input" or "Pending Confirmation" that are pending a response from the company
Note: For Sugar partners, cases filed for customer accounts are also included.
Cases Pending My Response Returns only cases you have filed with a status of "Pending External Input" or "Pending Confirmation", indicating they are pending your response 
My Cases Pending SugarCRM's Response Returns only cases you have filed with a status of "New", "Assigned - In Progress", or "Pending Internal Input", indicating they are pending a response from the Sugar Support team 
My Company's Cases Pending SugarCRM's Response Returns all open cases with a status of "New", "Assigned - In Progress", or "Pending Internal Input" that are pending a response from the Sugar Support team
Note: For Sugar partners, cases filed for customer accounts are also included.
My Favorites Returns only case records you have marked as favorites 
My Open Cases Returns only cases you have filed that have an open status (e.g. "New", "Assigned - In Progress")
Recently Created Returns only cases that were created within the last 7 days  
Recently Viewed Returns only case records you have viewed in the module within the last 7 days  

SupportPortal CasesListView

In addition to the Cases module, you can access a list of open cases currently pending an internal or external response via the Cases Pending My Response, My Cases Pending SugarCRM's Response, My Company's Cases Pending SugarCRM's Response, and Cases Pending My Company's Response dashlets on the home page. To view the case details, click the case's subject to open the record view. The case's record view displays thorough information such as the case subject, description, Sugar instance details, etc. Beneath the case record's fields, the Notes and Bugs subpanels display which contains all historical notes and related bugs for the case. If you wish to add a note to the case, simply click the "Create a New Note" link in the Notes subpanel.

To the right of the record view, the intelligence pane displays the Help Suggestions dashlet and On-Demand Usage dashlet. The Help Suggestions dashlet is broken up into two tabs: "Suggested Content" and "Helpful Links". The Suggested Content tab will display relevant KB articles and documentation that may help answer your question. The Helpful Links tab provide links to additional support resources such as the Working With Sugar Support article, On-Demand Policy Guide, etc. The On-Demand Usage dashlet is broken up into two tabs, "Overview" and "Instances", that provide a summary of current storage and sandbox usage for your On-Demand instances. For more information regarding this dashlet, please refer to the On-Demand Storage Usage section. 

Cases Fields

The Cases module contains a number of fields that should be completed when creating a case. Please note that certain fields (e.g. Subject, Sugar Instance, Sugar Version, Sugar Edition) get auto-populated based on the information you enter and select during the case creation process.

Field Group Field Description
Header  Subject Brief description of the issue being reported
Note: This field will be auto-populated with the keyword or phrase entered in the search box on the "How can we help you?" step of the case creation process. You can update the subject accordingly before saving the case.
Account Information (Sugar Partners only) Filed on Behalf Specify if the case is related to the partner's own instance, customer's instance, prospect's test instance, etc.  
Accounts The customer account you are filing the case on behalf of
Note: This field appears when the Filed on Behalf field contains "Customer".
Instance Details        Sugar Instance  The Sugar instance affected by the issue 
Sugar Version  The current Sugar version of the affected instance  
Sugar Edition  The current Sugar edition of the affected instance  
Deployment Option  The deployment option (e.g. On-Demand, On-Site) of the affected instance  
Operating System  Specify the operating system (e.g. Windows) specific to the affected instance
Note: Field appears if the affected instance is hosted on-site.
PHP Version  Specify the PHP version specific to the affected instance
Note: Field appears if the affected instance is hosted on-site.
Database Version  Specify the Database version specific to the affected instance 
Note: Field appears if the affected instance is hosted on-site.
Issue Details     Status The current status (e.g. Assigned - In Progress, Pending External Input) of the case as the Sugar Support team works through the issue
Priority Level  Specify the priority level (P1, P2, or P3) that best describes the severity of the issue 
Note: The priority level definitions can be found in the record view's intelligence pane under "SLA Expectations" when creating the case.
Related To  Specify the Sugar product (e.g. Mobile) that the issue is related to
Description  Enter clear and detailed information regarding the issue being reported 

Creating Cases

Portal users can easily create cases via the Cases module by using the Create button in the list view or the Create Case option in the module tab. This initiates the case creation process where you can enter information specific to the issue you are reporting as well as specify the affected instance. When creating the case, we highly recommend that you include as much detail as possible to help the Sugar Support team resolve your issue as quickly as possible without spending excessive time gathering additional information. Please note that case records cannot be edited once it has been saved. If you need to add additional information to the case, simply create a note via the Notes subpanel. 

Use the following steps to create a new case pertaining to your instance or to a customer's instance (for Sugar partners) via the Cases module:

  1. Click the triangle in the Cases module tab and select "Create Case" or click the Create button on the upper right of the Cases list view.
  2. Enter a keyword or phrase pertaining to your issue in the search box on the How can we help you? step. Make sure that the selected Sugar version and edition fields match the affected instance. Relevant KB articles and documentation will display that may help answer your question. If you need additional assistance, click "Let's create a case".
    SupportPortal CreateCase HowCanWeHelpYou
  3. The following step displays On-Demand instances to which you have access. If your issue pertains to one of these instances, then select the specific instance. If the affected instance is hosted on-site or is not available, then click "Skip this step".
    SupportPortal CreateCase SelectInstance Customer
    Note: For Sugar partners, you will first select the customer account that you are filing the case on behalf of or choose your own account. Once the specific account is selected, you can then choose the affected instance.
    SupportPortal CreateCase SelectInstance Partner2
  4. The case's record view form will open, and certain fields (e.g. Subject, Sugar Instance, Sugar Version, Sugar Edition, Deployment Option) will be auto-populated based on the information you entered and selected on the previous steps.
    Note: To the right of the record view, you will find the intelligence pane which provides important information regarding SLA expectations for response times based on the service level of the subscription as well as the priority level (e.g. P1, P2, or P3) of the filed case. In addition, the observed holidays for each support center is provided for your information.
    SupportPortal CreateCase RecordView 
  5. Complete the necessary fields on the record view making sure to include clear and detailed descriptions. All required fields will indicate "Required" in the field and must be completed prior to saving.
  6. Once all the necessary information is entered, click "Save" to create the case. 

Adding Notes to Cases

Once the case has been created, the primary method of communication between the portal user and the Sugar Support team will be via case notes. This ensures that all case-related communications are preserved in the case record and can be easily viewed via the "Cases" or "Notes" module. If you have additional information (e.g. screenshots, diagnostic files) that will help the Sugar Support team to better understand or troubleshoot the issue, you can add a related note to the case. In addition, a note will be posted by the support representative managing your case if they require any additional information or have an update regarding your case.

To add a new note to the case, simply open the case record then click the "Create a New Note" link in the Notes subpanel. Enter appropriate details in the fields ("Name", "Description") and click the Choose File button if you wish to attach a file to the note. Click "Submit" to post your note to the case. Please note that you can also create notes for cases via the Notes module.

Note: Note records cannot be edited once saved.

create-note

For added security, the portal will not allow you to send passwords to Sugar Support in a note record. If the portal detects a password in the content of your note, it will prevent you from saving the note until you have removed the reference. Instead, use the Shared Credentials module to pass any user-login information and then include a link to the shared credentials in a note.
credential-alert

Adding Screenshots to Cases

When working with Sugar Support to troubleshoot an issue, attaching screenshots to your case can be very helpful. Different operating systems have different methods for capturing screenshots and the methods are subject to change; therefore, we recommend checking take-a-screenshot.org for the best way to take a screenshot on your computer.

Once you have saved a case in the Support Portal, upload your screenshot image(s) to the Notes subpanel under your case's record view. Simply click on "Create a New Note" and use the Choose File option to find the image saved on your computer and upload it to the case. Enter a name and description then click "Submit" to transmit the file to Sugar Support.
portal-add-screenshot

While you may only upload one attachment per case note, you can upload multiple images at once by first compressing the files into a .zip or .tar format. If you are not sure how to compress files, simply add a new note for each file you would like to upload.

Adding Shared Credentials to Cases

If you need to send login information to the Sugar Support team, submit the username and password via your case's secure Shared Credentials subpanel. 

The portal will not allow you to send passwords to Sugar Support in a note record. If the portal detects a password in the content of your note, it will prevent you from saving the note until you have removed the reference. Instead, use the Shared Credentials module to pass any user-login information and then include a link to the shared credentials in a note. To share multiple sets of credentials, create a separate shared credential record for each login.

After saving credentials, you can edit, delete, copy, or create a link to the shared credentials. For more information on performing these actions and how we keep your credentials safe, please refer to the Shared Credentials section of this page.

Reopening Cases

There may be occasions where a previously closed case needs to be reopened for an account. Cases that are currently closed with one of these statuses may be reopened for further assistance:

  • Closed - Resolved
  • Closed - Defect
  • Closed - Enhancement Request
  • Closed - No Response
  • Pending Defect Resolution
  • Pending PS Resolution
  • Resolved By PS 

To reopen a case, simply open the specific case record and click the Re-open button on the upper right of the record view. The displayed record view will be pre-populated with the original case's values such as subject, Sugar version/edition, deployment option, etc. Please note that the case's subject line will start with [Re-open Case: <Original Case Number>] to indicate that it is a reopened case and make it easily identifiable for users. Complete the fields on the record view as necessary making sure to describe why the case is being re-opened. Click "Save" to create the case.
CasesRV Reopen

Notes

The Notes module houses all individual notes that are related to cases. To access the list of notes, simply click the Notes module tab in the navigation bar to open the list view. The Notes list view will display all note records that are associated with cases filed for your instance as well as your customer's instance (for Sugar partners). You can easily search by the note's name to pull up matching records or use the Filter option to narrow your search further using the available options as follows:

Filter Options Description
Create Create a new custom filter which you can use to filter your search
Note: You can also click "Create" to the right of the Filter option.
All Notes  Returns all notes related to cases filed for the company
Note: For Sugar partners, notes related to cases filed for customer accounts are also included.
My Favorites Returns only note records you have marked as favorites 
Recently Created Returns only notes that were created within the last 7 days 
Recently Viewed Returns only note records you have viewed in the module within the last 7 days 

You can create notes for cases by clicking the triangle in the Notes module tab and selecting "Create Note" or clicking the Create button on the upper right of the list view.
Notes ListView

As a best practice, you should add notes to cases via the Cases module as the note will be automatically related to the case. Once the note's record view opens, enter appropriate details in the fields ("Name", "Description") making sure to select the appropriate case to relate to the note. If you wish to attach a file to the note as well, simply click the Choose File button. Click "Save" to create and relate the note to the specified case. Please note that note records cannot be edited once saved. To view the note's details and/or download any attached files, simply click the note's name in the list view to open the record view.
SupportPortal NotesModule Create 

Shared Credentials

Occasionally, you may need to share login credentials for one or more users of your system with a member of the Sugar Support team. The Support Portal's Shared Credentials module is a temporary and secure method for sharing login credentials with your Support agent.

Securing Shared Credentials

Protecting the privacy and security of your sensitive data is one of our core goals at SugarCRM. We take the following precautionary measures with records stored in the Shared Credentials module:

  • Database encryption : We encrypt passwords at the database level.
  • Automatic self-destruct : When the related case is closed, the portal automatically destroys all shared credentials for the case. As a result of this security measure, if you decide to reopen a closed case, you will need to recreate any relevant shared credentials.
  • Hidden passwords: The Password field is hidden in the Shared Credentials subpanel by default. This helps prevent anyone spying on your browser session - or standing behind you (or behind the Support agent) - from being able to read it. To reveal the password's text, simply move your cursor over the hidden password.
  • Delete at any time : You can update or delete your case's shared credentials at any time during the life of an open case.

Note: Be aware that anyone who can see your open portal cases can also see your shared credentials. Before sharing credentials with Sugar Support, please be certain that you know who has access to your organization's Support Portal account.

Creating Shared Credentials

Each case in the Support Portal contains a Shared Credentials subpanel on the case's record view. To securely pass login information to the agent assigned to your case, simply click the Create icon (+) in the Shared Credentials subpanel. 

To share a user's credentials to the case, simply open the case record then click the Create icon (+) in the Shared Credentials subpanel.
create-credentials

Enter the username, password, and instance URL in the appropriate fields and add an optional description. Click "Save" to save the credentials to the case for the support agent.
save-credentials

After saving credentials, you can edit, delete, copy, or create a link to the shared credentials. For more information on adding credentials to cases, please refer to the Adding Shared Credentials to Cases section of this page.

Editing Shared Credentials

Portal users can edit the Username, Password, and URL fields for credentials they have submitted directly within the Shared Credentials subpanel. Simply click the Actions menu to the far right of the record's row and select "Edit".
edit-credentials

The fields in the row will become editable and allow you to type new values. To make editing easier, you may want to collapse the case's side panel, which will maximize the subpanel's width. Click "Cancel" to the left of the row if you decide not to make any changes or click "Save" to the right of the row to preserve any changes you make.

Deleting Shared Credentials

If you would like to permanently delete a set of shared credentials, simply click the Actions menu to the far right of the record's row and select "Delete".
delete-credentials

A pop-up message will display asking for confirmation. Click "Confirm" to delete the credentials.

Copying Shared Credentials to Your Clipboard

You can easily copy a username, password, URL, or all three elements at once to your clipboard from the Shared Credentials subpanel.

To copy either the username, password, or URL, hover over the field value for the element in the credential's row to reveal the Copy icon. Click on the icon to instantly store the field's text to your clipboard.
copy-pw

Note: The Password field is hidden in the subpanel by default. To reveal the password's text, simply move your cursor over the hidden password.

To copy the entirety of a row's credentials (username, password, and URL), click the Actions menu to the far right of the record's row and select "Copy Credentials to Clipboard".

copy-credentials

The data will save to your clipboard in the following format, including the labels and line breaks:

URL: https://myinstance.sugarondemand.com
Username: admin
Password: My$amplePa$$w0rd

Once you have created a shared credentials record, you can optionally notify the Support agent assigned to your case by adding a note. This is especially useful when you have added multiple shared credentials to a case but are only referring to one of them in a note.

Follow these steps to paste a shared credentials portal link to a note on your case:

  1. Click the Actions menu to the far right of the credential record's row and select "Copy Portal Link to Clipboard".
    copy-portal-link
  2. Next, click on "Create a New Note" to send a message to the Sugar Support agent assigned to your case.
  3. Right-click inside the Description field and select Paste from the right-click menu. This will place a portal link URL that leads directly to the shared credentials record from step 1. The portal link will look similar to the following URL: https://portal.sugarondemand.com/#supp_SharedCredentials/1234-abcd-56789-efg123hij456
  4. Type a subject in the note's Name field and add an optional message in the Description field then click "Submit" to save the note in the portal, which alerts Sugar Support.
    note-credentials

Bugs

The Bugs module displays a list of new, in progress, and closed product defects, feature enhancements, and platforms improvements that have been filed for Sugar. To access the list of bugs, simply click the Bugs module tab in the navigation bar to open the list view.

Note: Records in the Bugs module are read-only. Portal users cannot create new bugs or submit feature enhancements in the Bugs module. If you wish to report a product defect or request a feature enhancement, please file a support case via the Cases module.

Bug Filters

The Bugs list view will display all bugs that are accessible to the current portal user. You can easily search by the bug's subject to pull up matching records or use the Filter option to narrow your search further using the available options as follows:

Filter Options Description
Create Create a new custom filter which you can use to filter your search
Note: You can also click "Create" to the right of the Filter option.
All Bugs Returns all bugs to which you have access
My Closed Bugs Returns all bugs which you submitted that are in closed status   
My Favorites Returns only bugs that you have marked as favorites 
My Open Bugs Returns all bugs which you submitted that are in open status (e.g. New) 
Recently Created Returns only bugs that were created within the last 7 days 
Recently Viewed Returns only bugs you have viewed in the module within the last 7 days 

Bugs ListView

Bug Fields

To view the bug's details, simply click the bug's subject in the list view to open the record view. The bug's record view will display key details such as the bug subject, description, status, etc. The following table describes each field available in the Bugs module.

Field Description
Status

An issue's current level of progress. For definitions of all potential statuses, please refer to the Bug Statuses section of this page.

Priority

The issue's level of urgency as one of four levels:

  • Urgent : The issue is critical and has a considerable impact on Sugar functionality with no available workaround.
  • High : The issue has a major impact on Sugar functionality.
  • Medium : The issue is impacting Sugar functionality, but a workaround may be available.
  • Low : The issue has a minor impact on Sugar functionality and/or has a clear workaround.
Type

Displayed in the header before the issue number, there are 3 different types:

  • Defect : A problem with an existing feature.
  • Enhancement : A new feature or improvement to an existing feature that requires new development work.
  • Platform Improvement : An improvement to the underlying platform of Sugar. 
Sugar Edition The application's edition (Ultimate, Enterprise, Corporate, Professional, Community Edition) to which this issue applies. This field will display "All" if all editions are affected.
Found In Release The version of Sugar in which the issue was first identified. Please note that if an issue is identified in a specific release, there is a possibility that it also affects prior releases.
Fixed In Release The version of Sugar in which the issue is first resolved. 
Product The application (e.g. main Sugar application, plug-in, mobile application, etc.) that is affected by this issue. 
Resolution The final reason the issue was closed or, for open issues, a more granular breakdown of its current status. For definitions of all potential resolutions, please refer to the Bug Resolutions section of this page.
Product Category The specific area of Sugar functionality (e.g. Accounts, Studio, etc.) affected by the issue.
Date Created The date the issue was created.
Private Bug Specifies whether this issue may be found and viewed in the Support Portal by any user or if its visibility is restricted.
Date Modified The date the issue was last updated.
Description

A comprehensive description of the issue or proposed functionality including steps to reproduce, desired behaviors, and any necessary prerequisite or environment information.

Bug Resolutions

The Resolution field describes the final reason the issue was closed or, for open issues, a more granular breakdown of its current status.

  • Accepted : The proposed solution has been tested and accepted by Sugar's Quality Assurance team.
  • Fixed/Implemented : The issue has been resolved by implementing the desired functionality or correcting the defect.
  • Duplicate : The issue is duplicated in another issue where the work and resolution will be handled.
  • Needs Review : Sugar's development team has proposed a solution which requires peer review.
  • Needs Checkin : Sugar's development team has proposed a solution which needs to be merged into the code base. 
  • Needs Investigation : A solution has not yet been proposed, and additional investigation is needed for development.
  • Invalid : The issue could not be reproduced or is otherwise invalid.
  • Out of Date as of Current Release : The issue is no longer reproducible in the current releases.
  • Already Offered : The issue describes functionality that already exists.
  • Working As Designed : The issue matches the designed functionality and is not the result of a defect.
  • No Plan to Implement at This Time : The Product Management team has decided not to implement the functionality described in the issue.
  • Needs Customer Input : The issue requires information from the affected customer in order for development to progress.
  • In Documentation : An update to documentation was made in order to clarify the designed behavior or functionality described in the issue.

Bug Statuses

The Status field describes an issue's current level of progress. Typically an issue's status will change multiple times as it progresses from being evaluated to having its fix confirmed via testing. A typical sequence of statuses would be New > Assigned > In Progress > Pending Code Review > Pending QA > Closed.

The potential statuses are defined as follows:

  • New : The issue is new and has not yet been reviewed or assigned.
  • Assigned : The issue is assigned to an engineer who will evaluate and attempt to reproduce the issue.
  • In-Progress : The issue is actively being worked on by the assigned engineer.
  • Closed : The issue is no longer valid due to one of the following reasons:
    • The issue has been fixed or implemented.
    • The issue is out of date and cannot be reproduced in the latest release.
    • The issue cannot be reproduced.
    • The engineer received no response when additional information is necessary.
    • The Product Management team decides not to implement the request.
  • Pending-PM : The issue is assigned to the Product Management team for review. The team will assess the proposed functionality for inclusion in Sugar's road map.
  • Pending-UX : The issue is assigned to the User Experience team for review. The team will assess the usability and overall experience.
  • Pending-Code Review : The proposed solution is awaiting peer or management review. This ensures that the proposed code meets our engineering standards and effectively addresses the issue's requirements.
  • Pending-QA : The solution is being reviewed and tested by our Quality Assurance team. This ensures that the solution does not interfere with other areas of functionality. Unit tests are also performed against different stacks (e.g. MSSQL/Oracle/DB2/MySQL running on IIS/Apache with the supported versions of PHP).
  • Pending-Architecture : Management is reviewing a proposed change to the architecture of Sugar.
  • Pending-Documentation : For problems with documentation only, the correction or improvement to the product documentation is being addressed and, after review, will be published.

Document Change Log

This section lists updates made by SugarCRM to this guide. 

Update: 2017-11-20

Changed

Added

Last modified: 11/19/2017 08:57pm