Incoming emails not being linked with existing contacts, leads (version 4.5.0b)

[vab3]

Sugar doesn't seem to be automatically linking incoming emails. I'm using sugar's built-in email. I've tried searching the forums and bug database, but didn't find anything. This is my first experience with Sugar, so I don't really know what it is *supposed* to be doing.

Here are the steps I took:

1) I sent from an outside account to the account that sugar is monitoring.
2) I found this email in sugar, and did a "create lead"
3) In my inbox, this email now shows with the lead name under "Related to" (under contacts is just the email address)
3) I sent a second email from the same outside account.
4) In the email list, under "Related to," the second mail shows "Quick Create". Shouldn't this show the lead name from the previous mail?
5) I tried the same process creating a "contact" from the email and got the same results.

I'm using a fresh install of 4.5.0b. I installed on an XP server using the WAMP install. Any suggestions? Is is supposed to automatically link emails from existing contacts and leads?

Thanks,
Vic

UPDATE 10/3/2006:

I've re-installed everyting, using the manual install. Windows 2003 Server, IIS 6, MySQL 5.0.24a, PHP 5.1.6. I've updated to Sugar 4.5.0c. Still the above series of steps hold true.

Could someone at least tell me if it is working as designed or not? If it is not working properly, what is the next step to troubleshoot this? Is there a log that I can review? Should I try going back to a previous version? If so which version?

Thanks,
Vic

[sugarchris]

The 2nd and onward emails are being linked to that account. The proof is in the pudding, so to speak - go to the Account's detail view page and scroll down, you'll see the multiple emails listed underneath in the "History" subpanel.

The fact that you don't see the account's name in the Related To column is a sort of feature - this allows you to further create relevant pieces like Bugs, Tasks, etc.

[vab3]

Thanks for the reply.

I'm afraid new emails do not show up under history on the Lead's detail page. I also tested converting the lead to a contact and creating an account with the contact assocated. New emails from the same address do not show under any of these three entities.

Same behavior on both 4.2.1 and 4.5.0d.

Should the linked contact/account/lead show in the detail page for the email?

Any ideas what to try next?

[vab3]

The scenario described in my previous post still holds, however, this scenario works fine:

1) Import some leads using .csv
2) send an email from one of the addresses
3) This email, when opened, shows the associated lead
4) The lead, when opened, shows the associated email.

Any thoughts on the scenario in my previous post? This is critical for the success of this application.
I'd be happy to do some debugging, if someone would just point me to a good starting point.

Vic

[sugarchris]

if you're willing to debug, check the case of the emails in the relevant use-cases. if my email is chris@sugarcrm.com, does the Lead in question have an email like "Chris@SugarCRM.com"?

I believe when MySQL does a comparison, unless the table is created specifically to be case-sensitive, it will search case-insensitive.

Also, check if the Lead email address in question has a space before or after it. Depending on situation, the comparer will use a LIKE clause (spaces don't matter) or a IN clause (spaces do matter). I trim the values for whitespace before the actual comparison, but if the compared value has one, it breaks the comparer.