SugarCRM SupportDocumentationSugar Versions9.29.2 ServeSugar Serve 9.2 Application GuideBugs
This release is only available for SugarCloud customers.

Bugs

Overview

Sugar's Bugs module is used to track and manage product-related problems, commonly referred to as bugs, defects, or feature requests, either found internally or reported by customers. As a bug is reported, worked on, and resolved, its progress will be denoted by the Status field. Each bug record may relate to other Sugar records such as calls, contacts, and cases, making it easy to get the full picture of a customer's issues and history. If enabled, contacts can view and submit bugs via the Sugar Portal along with cases and knowledge base articles. This documentation will cover information and actions specific to the Bugs module. For instructions concerning views and actions which are common across most Sugar modules, such as creating, editing, and deleting bugs, please refer to the Working With Bugs section of this page. 

Please note that you will only be able to see bug records as allowed by your team membership, user access type, and assigned roles. For more information on teams and roles, please refer to the Team Management and Role Management documentation in the Administration Guide. 

Note: The Bugs module is not available for Sugar Sell users. For more information on license types and the functionality available for each type, refer to the User Management documentation. 

Bug Fields

The Bugs module contains a number of stock fields which come out-of-the-box with Sugar. For information on using and and editing various field types, refer to the User Interface documentation. The definitions below are suggested meanings for the fields, but the fields can be leveraged differently to best meet your organization's needs. Administrators or users with developer-level role access have the ability to alter, add, or remove fields via Admin > Studio. For more information on configuring fields, please refer to the Studio documentation in the Administration Guide.

Field Description
Assigned To The Sugar user assigned to the bug
Category The general area of the product or service where the bug was discovered
Comment Log A shared log of messages, comments, or other text, including the name of the user that added the log entry and the date and time it was added. It is possible to tag other users and link to other Sugar records in Comment Log entries by inserting a clickable pill; see the User Interface documentation for more details.
Date Created The date the bug was created
Date Modified The date the bug was last modified
Description Explanation of the details and reproduction steps of the bug when submitted
Fixed in Release The version of product where the bug was fixed
Follow Up Date The internal follow-up date regarding the status of the bug 
Found in Release The version of product where the bug was found
Number An automatically incremented number to identify every bug, which cannot be edited through Sugar
Pending Processing A system-level checkbox field. It is not available in Studio or the user interface and is only available in SugarBPM.
Priority Specify the urgency of the bug from this dropdown list
Resolution Results of the investigation of the bug and how it can be fixed
Show in Portal Bugs created in Sugar will be visible in the portal by default
Note: Administrators can have this field disabled by default via Admin > Studio.
Source The method in which this bug was submitted, (e.g. internal, customer email, portal, etc.)
Status Specify the status of the bug as it moves along the process from submission to resolution
Subject Brief statement of the problem
Tags User-created keywords that can be used to identify records in filters, dashlets, and reports
Note: For more information on creating and using tags, please refer to the Tags documentation.
Teams The Sugar team(s) assigned to the bug
Type Type of categorization that this bug falls in to (e.g. Defect, Feature, etc.)
Work Log Free form field to add activities and actions while working on the bug

Working With Bugs

The following links will open specific sections of the User Interface documentation where you can read about views and actions that are common across most Sidecar modules. The sections following this Working With Bugs section describe Bugs-specific behaviors and functionality.

Content Link Description
Creating Bugs
    Basic Bug Creation
    Creating via Quick Create
    Creating via Subpanels
    Creating via Duplication
    Importing Bugs
The Creating Records section covers the various methods of creating new bug records, including via the Create button in the Bugs module, via the Quick Create menu on the upper right of every Sugar page, via the Bugs subpanel on related module records, via duplication of an existing bug record, and via importing a list of bugs into Sugar using a .csv spreadsheet.
Viewing Bugs
    Viewing via List View
    Viewing via Record View
    Viewing via Recently Viewed
    Viewing via Dashlets
    Viewing via Activity Streams
    Viewing via Preview
    Viewing via Reports
The Viewing Records section describes the various methods of viewing bug records, including via the Bugs list view and record view, the Recently Viewed menu in the Bugs module tab, list view dashlets showing bug information, activity stream entries concerning bug updates or where a user mentions a bug, previewing bugs in the right-hand side panel, and reports displaying bug data.
Searching for Bugs   
    Global Search
    List View Search
        Creating a Filter
        Saving a Filter
The Searching for Records section provides an introduction to the two searching methods for locating bugs: global search, which searches across all Sugar modules, and list view search, which searches and filters within the Bugs module.
Bugs List View   
    Total Record Count
    Create Button
    List View Search
    Checkbox Selection
    Mass Actions Menu
    Favorite Designation
    Column Reordering
    Column Resizing
    Column Sorting
    Column Selection
    Preview
    Record Actions Menu
    More Bugs
    Activity Stream
    Dashboards
The List View section walks through the many elements of the Bugs List View layout which contains a filterable list of all bug records in Sugar. While the generic menu options are described in the User Interface sections linked to the left, the options specifically available in the Bugs list view are described in the List View Mass Actions Menu and List View Record Actions Menu sections of this page. 
Bugs Record View
    Favorite Designation
    Following Designation
    Next or Previous Record
    Actions Menu
    Show More
    Subpanels
        Related Record Subpanels
        Filtering Subpanels
        Reordering Subpanels
    Activity Stream
    Dashboards
The Record View section walks through the many elements of the Bugs Record View layout which contains detailed information about a single bug record. While the generic menu options are described in the User Interface sections linked to the left, the options specifically available in the Bugs record view are described in the Record View Actions Menu section of this page.  
Editing Bugs
    Editing Inline via Record View
    Editing via Record View
    Editing Inline via Subpanels
    Editing Inline via List View
    Mass Editing via List View
The Editing Records section describes the various methods of editing existing bug records, including inline via the Bugs record view, in full edit mode on the record view, inline via the Bugs subpanel on related module records, inline via the Bugs list view, and via the Mass Update option on the list view.
Deleting Bugs
    Deleting via Record View
    Deleting via List View
    Mass Deleting via List View
The Deleting Records section describes the various methods of deleting unwanted bugs, including via the Bugs record view, an individual record's Actions menu on the Bugs list view, and the Mass Actions menu on the list view.
Exporting Bugs The Exporting Records section provides an introduction to the export functionality which allows you to download a list of bugs and all their data as a .csv file for use outside of Sugar (e.g. in Microsoft Excel).
Recalculating Calculated Values The Recalculating Calculated Values section provides instructions on utilizing the Recalculate Values list view option to update calculated field values in the module if the administrator has changed the field's formula via Admin > Studio.
Finding Duplicate Bugs The Finding Duplicate Records section provides instructions for locating duplicate bug records. If searching on matching fields (e.g. Subject) identifies one or more duplicates, they can be merged into a single record.
Merging Bugs
    Merging via List View
The Merging Records section provides instructions for merging duplicate bugs which will combine field values and related records into a single bug.
Viewing Bug Historical Summaries The Viewing Record Historical Summaries section describes the Historical Summary record view option which displays quick details of the bug record's related calls, meetings, emails, notes, and tasks.
Viewing Bug Audit Logs The Viewing Record Audit Logs section describes the View Audit Log record view option which displays a history of changes to the bug's audited fields.
Bug PDFs
    Downloading Bug PDFs
    Emailing Bug PDFs
The Record PDFs section provides instructions for these record view options which allow you to download or email .pdf files of bug information as configured by an administrator via Admin > PDF Manager.
Favoriting Bugs
    Favoriting via List View
    Favoriting via Record View
    Favoriting via Subpanel
The Favoriting Records section describes the various methods of marking bugs as favorites, including via the Bugs list view, Bugs record view, or any Bugs subpanel appearing on the record view of a related module. Favoriting a bug allows you to easily access it from list views, dashlets, or the Bugs module tab.
Following Bugs
    Following via List View
    Following via Record View
The Following Records section describes the various methods of marking bugs as "Following", including via the Bugs list view and record view. Following a bug causes its activity stream updates to be included on your Home page and Bugs list view activity streams so that you can easily keep up with changes and user posts on the record.
Sharing Bugs The Sharing Records section provides instructions for the Share record view option which composes an email with a link to the bug record. If the recipient is logged into Sugar, clicking the link will bring them directly to the bug's record view.

Bug Menus

The Bugs module contains various options and functionality which are available via menus in the module tab, list view, and record view. The following sections present each menu and its options with links to more information about each option in the User Interface documentation or, for Bugs-specific functionality, within this page.

Module Tab Menus

The Bugs module tab is typically found by clicking the arrow to the right of the module tabs on the navigation bar. The additional modules will appear on the list and you can click "Bugs" to access the list view. Once the Bugs tab displays on the navigation bar, you can click the triangle within the tab to display the Actions, Recently Viewed, and Favorites menu. The Actions menu allows you to perform important operations within the module. The Recently Viewed menu displays the list of bugs you most recently viewed. The Favorites menu displays the list of bugs you most recently marked as favorites.
711-bugs-tab

The module tab's Actions menu allows you to perform the following operations:

Menu Item Description
Report Bug Opens the record view layout to create a new bug
View Bugs Opens the list view layout to search and display bugs
View Bug Reports Displays existing reports based on the Bugs module
Import Bugs Opens the import wizard to create or update bugs using external data

If you do not see the Bugs module tab in Sugar, please check the following:

  • The Bugs module may be marked as hidden in your user preferences which will prevent the module tab from being displayed. Navigate to your user profile (upper right of Sugar), click the Advanced tab, and check the Layout Options section. If you see the Bugs module in the Hide Modules list, simply move it to the Display Modules list. For more information on hiding and displaying modules, please refer to the Layout Options section of the Getting Started documentation.
  • The administrator may have disabled the Bugs module for your entire Sugar instance. Reach out to your Sugar administrator to have the Bugs module displayed. For more information on displaying and hiding modules throughout Sugar, please refer to the Developer Tools documentation in the Administration Guide.

List View Menus

The Bugs list view displays all bug records and allows for searching and filtering to locate specific bugs. You can view the basic details of each record within the field columns of the list view or click a bug's name to open the record view. To access a module's list view, simply click the module's tab in the navigation bar at the top of any Sugar page.

List View Mass Actions Menu

The Mass Actions menu to the right of the checkbox option in the list header allows you to perform mass actions on all currently selected records. You can use the checkbox on each record's row to select individual bug records or click the checkbox in the list header to select all records displayed on the current set of list view results
711-mass-actions

The Mass Actions menu allows you to perform the following operations:

Menu Item Description
Mass Update Mass update one or more bug at a time
Delete Delete one or more bug at a time
Merge Merge two or more duplicate bug
Export Export one or more bugs to a CSV file
Recalculate Values (Available in certain circumstances) Updates calculated values to reflect changes to calculated fields made in Studio

List View Record Actions Menu

The Record Actions menu to the far right of each record's row allows you to perform actions on the individual bug directly from the list view.
711-lv-actions

The list view's Record Actions menu allows you to perform the following operations:

Menu Item Description
Preview (Eye icon) Preview this bug in the intelligence pane
Edit Edit this bug
Follow Follow this bug
Delete Delete this bug

Record View Actions Menu

The Bugs record view displays a single bug in full detail including its fields, subpanels of related records, and activity stream. To access a bug's record view, simply click a hyperlinked bug name from anywhere within Sugar. The record view's Actions menu appears on the top right of the page and allows you to perform various operations on the current record.
711-rv-actions

The Actions menu allows you to perform the following operations:

Menu Item Description
Edit Edit this bug.
Share Share a link to this bug via email.

Note: To send emails through Sugar, users must first configure a default user email account via Emails > Email Settings

Download PDF

Download the record's information as a PDF file.

  • This menu option is only visible if the administrator has created a PDF template for the Bugs module via Admin > PDF Manager.
  • Clicking on this menu item will expand and contract the menu to reveal or hide the available PDF templates. 
Email PDF

Email the record's information as a PDF attachment.

  • This menu option is only visible if the administrator has created a PDF template for the Bugs module via Admin > PDF Manager.
  • Clicking on this menu item will expand and contract the menu to reveal or hide the available PDF templates. 

Note: To send emails through Sugar, users must first configure a default user email account via Emails > Email Settings

Create Article Converts information from the case to the record view of a Knowledge Base article. Please refer to the Knowledge Base documentation in the Application Guide.
Find Duplicates Locate potential duplicates of this bug.
Copy Duplicate this bug.
Historical Summary View a historical summary of activities (e.g. calls, meetings, etc.) related to this bug.
View Audit Log View a record of changes to this bug.
Delete Delete this bug.

Sugar Portal and Bugs

The Sugar Portal allows customers to view bugs as well as submit bugs directly to Sugar. Please note that customers have to be registered users of the portal in order to access it. For more information on enabling and configuring the portal, please refer to the Sugar Portal documentation. For information on using the portal, please refer to the Portal Deployment User Guide and Portal User Guide documentation.

In addition to being used by your customers to view and report bugs, the Sugar Portal can also be used as a method of communicating about bugs between customers and your organization. Utilizing the portal this way ensures that all bug-related communications between your users and contacts are stored in Sugar. This communication is conducted via related note records which can be created by both Sugar users and portal-enabled contacts. Sugar users can create and add notes to the bug via the Notes subpanel on the bug's record view in Sugar. Please note that bugs created in Sugar will automatically appear in the portal as the Show in Portal checkbox is enabled by default in the bug's record view. But administrators can have this field disabled by default via Admin > Studio. Customers can easily add notes to the bug as well by clicking the Add a Note button on the bug's record view in the portal. When a customer adds a note via the portal, the note record will appear in the Notes subpanel of the bug's record view in Sugar. Likewise, when a Sugar user adds a note to a bug in Sugar, the note record will appear in the Notes panel of the bug's record view in the portal. Please keep in mind that notes attached to bugs will automatically appear in the portal as the Display in Portal checkbox is enabled by default in the note's record view. But administrators can have this field disabled by default via Admin > Studio. These notes will be visible to anyone with access to the portal.
711-display-in-portal

Emails and Bugs

Bugs may be related to emails by being selected in the email's Related To field. These relationships allow the bug to display all relevant email correspondence in the Emails subpanel and in the History dashlet on a bug's record view. 

Emails Subpanel

The Emails subpanel in the Bugs module displays emails which are related to the bug record via the email's Related To field. These emails will also appear in the History dashlet on a bug's record view.

The Emails subpanel allows the following functions to be performed:

  • Email Details : To view the details of an email, click the subject to open it in detail view.
  • Record Count : Subpanel headers display the total count of related records (e.g. "5 of 6+") next to the module name. The count captures the number of records currently displayed with an additional, hyperlinked number (e.g. "6+") where there are more records than currently displayed. Click the hyperlinked number to see the total count of related records.
  • Collapse or Expand : Click anywhere in the subpanel's header to collapse or expand it. Subpanels will remain collapsed or expanded on future visits to the module.
    • Note: Administrators can choose to disable collapse stickiness or to collapse all subpanels by default via Admin > System Settings. For more information, please refer to the System documentation in the Administration Guide.
  • Column Widths : Place your cursor on the column divider. When the double arrow cursor appears, click and drag the column to the desired size. Please note that the column width will not be preserved when you navigate away from the page.
  • Column Sort : Click a column header to sort the subpanel's items by that value. Clicking the same header again will reverse the sorting order (e.g. from ascending to descending).
  • Compose a New Email : Click the Plus button on the upper right of a subpanel to create a new email with, by default, a relationship to the bug you are currently viewing. The email will automatically select the bug in the Related To field.
    • To send email from Sugar, users must configure their outbound email server via Emails > Email Settings or, if using the system email account to send email, the system's outbound email server must be configured by an administrator in Admin > System Email Settings.
    • Because creating a new related record opens a drawer on top of the current record view, you should use the Cancel button to return to record view. Using the browser's back button will return you to the previous page.
  • More Records : By default, Sugar displays up to five records in each subpanel, though administrators can alter the number via Admin > System Settings as described in the System documentation of the Administration Guide. If additional related records exist, click "More {Module Name}..." (e.g. "More emails...") at the bottom of the subpanel to load the next set of records.

711-rli-emails-subpanel

Creating a Knowledge Base Article

You can create knowledge base articles based on a bug or case. This is particularly useful when the bug fix or situation will not be resolved until a later date, but a workaround currently exists. Simply click "Create Article" in the Bug record view's Actions menu. The Knowledge Base record view layout opens and includes all of the relevant fields for your organization's articles. For more information on creating knowledge base articles, please refer to the Knowledge Base documentation.
711-create article

In order for an article to be visible in the Sugar Portal, the article must meet both of the following requirements:

  • External Article = Checked
  • Status = Published

Note: If either of these conditions is not met, the article will not be visible through the Sugar Portal.

Last modified: 2019-10-03 02:27:53