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SugarIdentity Activation Guide for On-Site Instances


SugarIdentity allows customers to manage user identities as well as access applications and services in the SugarCRM ecosystem. SugarIdentity provides a federated identity solution based on industry standards and supports comprehensive single sign-on (SSO) for the Sugar applicationSugar ConnectSugarCRM mobile app, and the Sugar Plug-in for Microsoft Excel. SugarIdentity can be enabled for instances running Sugar on-site. Once activated, administrators can access SugarIdentity via Admin > SugarCloud Settings to manage user records, configure external authentication (e.g., SAML, OIDC) for login using SSO, etc. This activation guide covers the requirements for activation and the steps to activate SugarIdentity for on-site instances, as well as additional resources to help get you started with SugarIdentity.


Before SugarIdentity can be enabled for your on-site instance, the following requirements must be met:

  • Your instance must be on a supported version (e.g., 13.0) of Sugar.
  • If your Sugar instance uses Sugar Connect and/or Sugar Hint, verify the service region, as the same region should be selected when activating SugarIdentity. If using both Sugar Connect and Sugar Hint, you will only need to verify and use the service region for Connect. 
    • To verify the service region where your Sugar Connect tenant is hosted, please check your Sugar Connect Portal URL.
    • To verify the service region for Sugar Hint, please check the hint.hint_install_target_geo config setting in config_override.php located in the root folder.  
  • Confirm and add the appropriate region-specific IP addresses to your allowlist so that SugarIdentity can connect to your Sugar database.

Activating SugarIdentity

To activate SugarIdentity for your on-site instance, you must be a Sugar administrator and complete the steps below. Please note that it is recommended to activate SugarIdentity after business hours, as your instance will be in maintenance mode during the activation period. Regular users will not be able to log in to their Sugar account during this time. As a best practice, please notify all affected users in advance if the activation will be done during business hours.

  1. Click the appropriate region below that matches the service region for Sugar Connect. If your Sugar instance does not use Sugar Connect, but uses Sugar Hint, then select the same region as Sugar Hint.
    Note: If your instance does not use Sugar Connect and/or Sugar Hint, please select the region where you are hosting your on-site Sugar instance.
  2. The Activate SugarIdentity page will open in a new tab. You have the option to select the primary language you want displayed in the Activation portal by clicking the Language option at the bottom of the screen. Select the desired language you wish to display from the Language dropdown list.  
  3. Enter the Sugar URL for your on-site instance and your Sugar admin login credentials. Then read and accept the terms of service and click "Next".
    Note: The system will check to ensure that your instance meets the required criteria to proceed with the activation process. The Troubleshooting Errors section below provides information on certain errors you may encounter and the next steps to take to try to resolve the issue.
  4. On the following screen, the Sugar instance name, pulled from the System Settings page, and the current administrator's primary email address, pulled from the user profile, will appear in the corresponding fields. Please review the information on the screen and update as necessary. You can also change the Sugar instance name at a later time in SugarIdentity if desired.
    : All email notifications regarding the SugarIdentity activation will be sent to the email address identified on this screen.  
    SugarIdentity ActivationProcess Step2 1
  5. Click "Activate" then click "Confirm" in the following dialog box to initiate the activation. Once the activation process is complete, an email notification will be sent to the email address identified in step 3 with the activation results.     

Troubleshooting Errors

During the activation process, the system confirms and validates that your Sugar instance meets the required criteria for activation. In certain circumstances, the following error message may appear, which must be resolved to activate SugarIdentity:

  • The activation process cannot proceed as SugarIdentity is not able to communicate with your instance.

The following table provides some possible reasons for this error and the next steps to take:

Potential Cause Next Steps
Your Sugar instance is not accepting the request coming from SugarIdentity due to IP address restrictions.

Add the appropriate region-specific IP addresses to your allowlist so that SugarIdentity can connect to your Sugar database.

Your Sugar instance contains customizations interfering with the provisioning API. File a case with the Sugar Support team for further assistance.

If you run into other unexpected issues during the activation process and need further assistance, please file a case with the Sugar Support team.

Accessing SugarIdentity

Once SugarIdentity is activated successfully for your instance, the SugarCloud Settings link will appear on Sugar's Admin page, as shown in the image below. Click the link to access SugarIdentity. Please note that you will be automatically authenticated in SugarIdentity since you have an active Sugar session. 
SugarIdentity Sugar AdminPage SugarCloudSettings

For more information on how to use SugarIdentity to create and manage user records, set up password requirements, configure external authentication (e.g., SAML, OIDC) for login using SSO, etc., refer to the following SugarIdentity documentations:  

Note: If your organization wishes to stop using SugarIdentity at any time, you can click "Deactivate SugarIdentity" on the home page in SugarIdentity and complete the deactivation form. 

Enabling License Management in SugarIdentity

Once your instance is SugarIdentity-enabled, you can enable license management to manage your users' licenses in SugarIdentity instead of Sugar. To activate license management, click "Enable License Management" on the home page in SugarIdentity. Then click "Confirm" in the following dialog box to initiate the license management activation process.

Once the activation process is complete, an email notification will be sent to your primary email address on file with the activation results. Going forward, the users' licenses will be managed from the Users module in SugarIdentity.

Additional Resources

For additional information and help with SugarIdentity, please refer to the following resources: 

  • SugarIdentity Release Notes: The SugarIdentity release notes provide details of any new features, enhancements to existing features, fixed issues, etc. for the latest release of SugarIdentity. 
  • SugarIdentity Supported Platforms page: The SugarIdentity Supported Platforms page details the supported application versions for SugarIdentity.
  • SAML Authentication help articles: The SAML Authentication help articles cover various topics such as configuring the identity provider (e.g., Okta, Google, Azure) for single sign-on using SAML, configuring SAML attribute mapping, and configuring SCIM for instances that use SugarIdentity.
  • OIDC Authentication help articles: The OIDC Authentication help articles cover how to configure the identity provider (e.g., Okta, Google, Auth0) to allow external authentication using OpenID Connect for SugarIdentity-enabled instances.
  • SugarCloud Status page: The SugarCloud Status page allows you to check the live SugarIdentity status for any outages in case you experience any login issues for your instance.