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Sugar Serve 13.3 (Q1 2024) Release Notes


This document describes the changes and functionality available in Sugar® Serve 13.3.0 (Q1 2024). Sugar 13.3.0 is only available for SugarCloud (Sugar-hosted SaaS) deployments.

For information about any changes to existing functionality in this release, you can also refer to the What to Expect When Upgrading to 13.3 article.

Feature Enhancements

The following feature enhancements are included in Sugar Serve 13.3.0 (Q1 2024):

  • Users module user experience redesign: The Users module has been converted to a Sidecar interface to provide a cleaner and more intuitive user experience, usability feature enhancements, and a modern look and feel. This change applies to both administrators configuring users and all users viewing their profile.
    • Additional Action menu options: The Users module menus (e.g., List View Mass Actions menu, Record View Actions menu) have been expanded to include additional feature options such as viewing historical summaries, Doc Merge, and geo mapping.
    • Improved layout options: The Select Modules for Navigation Bar field in the Users record view is redesigned for a better user experience:
      • Quickly drag and drop modules or click the "X" to set the availability and order of the modules that appear in the navigation bar.
      • A bold line dividing the list of available modules provides a visual indicator of which modules are pinned when the navigation bar is collapsed.
    • Access table headers: The Access table in the Users record view now has headers that remain in place when scrolling down, making it easier to quickly determine a user's permissions across Sugar modules.
Timeline Dashlet
  • Improved timeline data refreshing: When related records are added to the record you are viewing, the Timeline dashlet automatically refreshes to show the relationship changes.
  • Refresh button: All users can click the refresh button, available directly in the dashlet header, to update the timeline manually.
  • Record creation shown in the timeline: When a record is created, a card is placed at the beginning of its timeline to show a complete picture of the record's history.
Service Console
Smart Guides

If you have purchased the Smart Guides capability, the following feature enhancements are included in this version of Sugar:

  • Start action for Call activities: Like with Tasks, you can now select the Start option from the activity action menu for Call activities to set the call's status to "In Progress" from within the Smart Guide.
  • Options bar redesign: The redesigned Smart Guides panel options bar makes it easier to quickly create, configure, and filter your active Smart Guides.
  • Archived status badge: Archived Smart Guides now display a gray “Archived” badge in the Smart Guides panel and in the Smart Guides record view.
  • List view State field improvements: The State field, when displayed as a column in the Smart Guides list view, now includes two new values, “Cancelled/Archived” and “Completed/Archived”, to accurately represent archived Smart Guides.
  • Focus drawer when drilling into reports: Clicking on a report chart in the Report result view or a Report dashlet now opens a focus drawer where you can view the underlying records and interact with them in focus dashboards.
  • "Is Anything" report filter operand: The new "Is Anything" operand for report run-time filters matches field values that are either empty or populated (i.e., all records), which lets you filter on the field when needed and use "Is Anything" to omit the field from the filter criteria when not needed.
User Interface
  • More flexibility on duplicate check during import: When importing data into a Sugar module, you can now search for possible duplicates more effectively by combining the fields to check using an AND or an OR operator so that you can find the duplicates important to you.
  • Enhanced list view filter operators: The filter operator “contains” can be used when filtering default and custom TextArea and Relate field types.
  • From and To Email fields displayed by default: When composing an email in Sugar, the “From” and “To” email fields are now displayed by default.
  • Conditionally required fields supported for SugarBPM actions: Conditionally required fields can now be used when adding a “Change Field” or “Add Related Record” SugarBPM action to a process definition.
  • Compress emails archived to Sugar: Emails that are archived to Sugar will now be compressed automatically to reduce the amount of database storage consumed in the instance.
  • Easier access to the package install log file: A download link has been added to the Module Loader page to give admins easier access to the install log for details of errors encountered when installing custom packages.
  • Improved error message for module loadable package installations: When a module loadable package (MLP) fails to install in Sugar, the error message that displays on screen is now more informative and specifies the file causing the issue.  

Fixed Issues

The following issues are resolved in this release. Case portal users can use the following links for more details about each issue:

  • 93663: Filtering the Timeline dashlet may not work as expected.
  • 93658: Adding a new record (e.g., notes) via the Timeline dashlet in a record's focus drawer may cause unexpected issues when accessing the focus drawer for a different record after.  
  • 93655: Performance issues may occur when updating revenue line items if there are opportunities with more than ten revenue line item records. 
  • 93439: Attempting to configure the Timeline dashlet via Admin > Studio > {Module} does not work as expected and results in an error. 
  • 93414: Previewing a newly created report in Sugar as a regular user may not work as expected and display an error. 
  • 93398: In certain circumstances, the SugarBPM process may not generate a new Smart Guide as expected even though the conditions have been met. 
  • 93339: In certain circumstances, notes added to cases in the portal may not display as expected. 
  • 93324: When a report contains a vertical bar chart with a large number of results, the Y-axis may not display in the chart as expected.  
  • 93315: Dashboard filters may be broken and do not work as expected. 
  • 93177: When you send a document to DocuSign without a template, an inaccurate error prohibits you from moving past the "Select signer recipients" screen.
  • 93168: In certain circumstances, navigating away from the Home page before the dashboard fully loads may cause unexpected issues when navigating across other modules.
  • 93062: Drilling through report charts may not work as expected if the report is filtered by a Date field using a specific format (e.g., 23.12.2010). 
  • 93040: For instances where Activity Stream is enabled, clicking the Activity Stream button in the module's record view and then clicking the Data View button to the left of it improperly directs you to the module's list view. 
  • 93014: Drilling through report charts shows no data for charts grouped by empty Date fields.
  • 93002: When a user's date format is set to MM/DD/YYYY, grouping reports (e.g., Summation report) using a Date field (e.g., Day: Date Created) may result in a "No data available" error.
  • 92993: Web-to-lead forms containing a Multiselect field and configured with a Redirect URL may not get submitted as expected and result in a 500 error for Sugar instances using PHP 8.x (e.g., 8.0, 8.2).  
  • 92928: When using Sugar on a Windows and MS SQL server, exporting reports containing an integer or other numeric field data to a CSV file may fail to generate with a 500 error.
  • 92855: Action buttons that are dependently visible appear broken and greyed out in the record view if the record view is configured to display customized layouts based on a given dropdown field.  
  • 92802: When configuring the Tile View Settings, rearranging the order of the items in the Available Values column may cause some of the items to disappear after saving.
  • 92639: If a user that claimed a self-service process reassigns the process to a new user to execute it, the new user does not receive an email notification alerting them of the assignment. 
  • 92484: Scheduled reports may get deactivated in certain circumstances.
  • 92049: Sugar records that are deleted via Data Archiver improperly continue to appear in global search results and displays an error when selected. 
  • 91039: Process definition does not trigger as expected for regular users when using the "Relationship Change" condition in the Start event. 
  • 90461: For Sugar instances configured to work with a proxy server, users may not be able to view and download the plug-ins via the Downloads tab in their user profile.
  • 89983: Performing a duplicate check using "First Name" and "Last Name" when importing new records (e.g., contacts) may not work as expected.
  • 89887: The record's audit log does not show that a change was made by a SugarBPM process if the process was triggered by a non-admin user. 
  • 89669: Report charts may incorrectly show values in billion with a "G" instead of a "B".
  • 89322: Attachments to notes do not correctly inherit the same Teams assigned to the parent note record.  
  • 89280: Sugar upgrades may fail with an error for certain versions. 
  • 88042: The record's audit log may display incorrect Source values when an audited field is updated by the server and a SugarBPM process also triggers on record save.
  • 81888: When composing/replying to emails, hovering your mouse over the recipients that are selected and added to the Recipient field does not show their email address as expected. 
  • 79256: For Date fields designated as a calculated field, attempting to remove the formula does not work as expected and results in an error when trying to save the change. 
  • 63376: The "Rebuild .htaccess File" repair option incorrectly appears in Admin > Repair for SugarCloud instances.    

Known Issues

Click the link below to expand or collapse the 13.3.0 (Q1 2024) known issues list.

13.3.0 (Q1 2024) Known Issues

The following known issues are present in version 13.3.0 (Q1 2024). Case Portal users can use the following links for more details about each issue: 

  • 94951: Sugar Actions that are configured to trigger a smart guide may not successfully be triggered if the action takes place in the mobile application.
  • 93577: In certain circumstances, deploying a custom module or changes in Admin > Studio may result in a 500 error. For information on the workaround, refer to the issue's description in the case portal.
  • 93126: For instances that have Activity Stream enabled, unexpected issues may occur with the subpanels and the Activity Stream button when toggling between the Data View and Activity Stream in a module record. 
  • 93091: Configuring dropdown lists (e.g., Opportunities Sales Stage) containing custom list items via Admin > Tile View Settings may not work as expected.   
  • 93076: For instances that have Activity Stream enabled, attempting to access the Home page activity stream may not load as expected.  
  • 92765: When creating a Data Archiver job, filtering by the date field (e.g., Date Created) using the "More than _ days ago", "Last_days", "Next_days" or "More than_days in the future" incorrectly shows a date field to populate instead of an integer field.
  • 92759: When a dashlet (e.g., Opportunity dashlet) in the Focus Drawer is filtered to only display records related to the current record, the setting does not preserve as expected when the page is refreshed.   
  • 92477: DateTime fields may be calculated incorrectly in reports when accounting for daylight savings time (DST).
  • 92217: The texts in the Product Catalog dashlet may not display properly making it hard to read. 
  • 91861: In certain circumstances, subpanels in Sugar may not behave as expected or not be configurable in Admin > Studio.  
  • 91283: Filtering the Emails list view using the From field does not return the appropriate results as expected.
  • 91023: The Search and Select Users drawer may not display the correct count of user records if there is an inactive user in the instance. 
  • 90931: When role permissions are modified for a user, the changes do not get applied until the browser cache is cleared and the user logs out and back in to their account. 
  • 90615: When logged into Sugar using a non-English language (e.g., French), changing the classification value for the sales_stage_dom list in Admin > Dropdown Editor may improperly change the classification values for the other list items. As a workaround, log in to Sugar with the English (US) language and manually update the classification of the list items to the correct values. 
  • 88858: Unexpected email issues may occur in Sugar when using the Microsoft Exchange mail account as the authorized system email account.  
  • 89878: The Forecast Bar Chart dashlet in the Forecasts module does not display any data for individual sellers. 
  • 89728: In certain circumstances, opening the list view Mass Actions menu does not display properly on the screen. 
  • 89542: For instances wth a very large number of SugarBPM processes, trying to view the list of processes in the Process Management's list view may result in performance issues and fail to load. 
  • 88957: In certain circumstances, performing a global search in Sugar may result in a 500 error.  
  • 88374: Attempting to reorder the columns in the Worksheet Columns Preview list view in Admin > Quotes Configuration does not work as expected. As a workaround, remove all the fields from the Worksheet Columns section then add the fields again to the section. 
  • 88261: Attempting to download a PDF file may fail if the PDF template contains an image that is hosted on a site using "HTTPS" in the URL. As a workaround, use an image that does not contain "HTTPS" in the URL. 
  • 87908: For instances that use SugarIdentity, the Reset Multi-Factor Auth option improperly appears during a user impersonation session.
  • 87602: In Sugar Enterprise, portal customization settings for the following features in Admin > Sugar Portal > Theme Portal are available but not applicable to the portal: the search bar, the banner, and the dashboard.
  • 87601: In Sugar Sell, portal customization settings for the following features in Admin > Sugar Portal > Theme Portal are available but not applicable to the portal: the search bar, the banner, the New Case button, and the dashboard.
  • 86285: In certain circumstances, users may experience unexpected behaviors when attempting to expland a subpanel or edit an empty Subpanel layout in Admin > Studio. For information on the workaround, refer to the issue's description in the case portal. 
  • 85246: Errors may get logged in the system after upgrading or installing Sugar when certain license data is missing.   
  • 84426: The Meeting Type field in the Meetings module does not reflect new values added to the Meeting Type dropdown list in Admin > Dropdown Editor.
  • 83796: SugarBPM processes always run after module-level logic hooks and it is not possible to configure them to run before logic hooks.
  • 83425: Custom Date fields in the PDF template may not respect the user's preferred date format. 
  • 82810: Fields based on non-existent or improperly defined custom field types may cause upgrades to fail.
  • 82361: Emails sent from SugarBPM's processes may not include the link to new lead records generated from a Web-to-Lead form even though the process email template contains a link variable.
  • 81722: Sorting the fields by the column header (e.g., Name) in Admin > Studio or Module Builder may result in CSRF errors being written to the log file.
  • 81382: Deleting a target list related to a large number of records may fail with an error. 
  • 81297: If a web-to-lead form gets submitted using an existing email address in Sugar, the email address may not be marked as "Primary" for the generated lead record. 
  • 80865: It is not possible to search by the Record Name column in Process Management.
  • 80001: Email messages sent via SugarBPM may display HTML formatting when records are created using SOAP/REST v4.1. It is recommended to use the latest version of the API.
  • 79009: When the targeted module contains a broken field, configuring an Action element in a process definition causes the Process Design canvas to time out.
  • 77719: If a process definition contains a Wait event that is relative to a date field, the process does not adjust for changes that may occur to the date field after the Wait event's initiation.
  • 77287: Performing certain actions (e.g., import, mass update) in Sugar may result in performance issues if there are numerous calculated fields to be updated in related records. As a workaround, add the following line to the config_override.php file to disable the related calculation field updates: $sugar_config['disable_related_calc_fields'] = true;. But keep in mind that the affected calculated values will not be updated and running Recalculate Values on related records. 
  • 77249: Guests may not get imported to call or meeting records as expected.
  • 73566: Calculated or dependent fields containing a related() function may not get calculated until after save for activity-type modules (e.g., Notes).  
  • 68112: Matrix-type reports display incorrectly when exported to PDF.


Please refer to the Developer Blog in the SugarClub community for a summary of the changes in version 13.3.0 (Q1 2024) that may affect developers.

Supported Platforms

For information on supported platform components, see Sugar 13.3.x Supported Platforms.

Upgrade Paths

Sugar Serve and Sugar Sell Upgrade Paths

The following upgrade paths apply to Sugar Serve and Sugar Sell Premier, Advanced, and Essentials: 

Package From Version(s) MySQL
New Installs
13.2.0-to-13.3.0 13.2.0