Lead & Account History - Where are the Emails?

[JStinson]

Hello Everyone,

My sales team has recently noticed that Emails aren't showing up in their Account and Lead histories. When they click on the "View summary" button, all of their emails show in chronological order, but they don't show on the Lead screen under "History". Is this by design or am I missing something? Is this a setting?

James
________
BMW R80

[rbrooks]

I'm asking the same question... your's was 6 months ago and you never got a reply... mine was a month ago and I never got a reply either. Apparently people don't think this is a big deal...

Did you ever get an answer?

[andopes]

Hi, all.

Which version of sugarcrm are you using?
Had it been customized yet?

--
André Lopes
Lâmpada Global Services
Rua Bela Cintra, 299 conjunto. 51
São Paulo, SP 01415-000
tel1. 55 11 3237-3110
cel. 55 11 7636-5859
e-mail: info@lampadacrm.com.br

[dbinky]

Hi, all.

Which version of sugarcrm are you using?
Had it been customized yet?

--
André Lopes
Lâmpada Global Services
Rua Bela Cintra, 299 conjunto. 51
São Paulo, SP 01415-000
tel1. 55 11 3237-3110
cel. 55 11 7636-5859
e-mail: info@lampadacrm.com.br

Hiya Andre... We're running Sugarcrm 5.0b Community Edition using the vanilla MSSQL stack installer. We haven't done any customization of the code base (no new modules or anything like that).

Additionally, I'd like to add that it's not just leads. Emails don't show up as associated to records at all (in the history section). So, no emails for leads/accounts/contacts/opportunities. Is this a common problem with a simple solution?

[clint]

I've been working with several customers and community members using 5.0.0b and haven't seen this problem. Have you tried rebuilding the relationship cache by clicking on Admin->Repair->Rebuild Relationships.

[dbinky]

I've been working with several customers and community members using 5.0.0b and haven't seen this problem. Have you tried rebuilding the relationship cache by clicking on Admin->Repair->Rebuild Relationships.

No, I hadn't tried that. I just went into Sugar and did the rebuild relationships function, and it didn't fix it. I can still only see the emails in the "View Summary" window... should I try any of the other rebuild options, perhaps?

Thanks for the help Clint,
Ryan

[dbinky]

Clint,

I also wanted to note that I've *never* had emails showing in the history... and I thought that perhaps it has to do with this problem I've had since we started using Sugar about 2 months ago:

http://www.sugarcrm.com/forums/showthread.php?t=30942

My email folders disappeared when I switched from outlook to the sugar mail client and back again. I only got them back yesterday by hacking the DB. I dunno if that's the issue, though...

Also... I just checked another login and they *DO* see emails in the leads/accounts/contacts/opportunities! It's just my login that's having the problem... <sigh> So, I'm special... is there anything we can do or should I just abandon this login and create a new one and hope it doesn't suffer from the same problems?

[dbinky]

I've been working with several customers and community members using 5.0.0b and haven't seen this problem. Have you tried rebuilding the relationship cache by clicking on Admin->Repair->Rebuild Relationships.

Clint,

I've fixed it and you'll cry when you hear what the problem was... This is one of those things where I'm like... Whiskey Tango Foxtrot?! *grin*

Ready?

I went to "My Account" and edited my settings... previously I had taken the email tab off (because I use Outlook) and set my tabs and subtabs to 16.

I noticed that by creating a new account, I could see the mails that had been associated with leads, etc, so I set my account profile back to default settings and voila! all the emails showed up again in the history list!

So, allow me to reiterate... Whiskey Tango Foxtrot, mate?! LOL I have found that there are *lots* of bugs caused by deviating from sugar's defaults... now, why it would choose to show *some* history activities and not others, based solely on the number of tabs visible, is beyond me, but... that is, apparently, the way it is. I'll log this as a bug.



Ryan

[clint]

So we have tried to reproduce these issues listed in this thread in our QA lab to no avail.

Tell us more about your Sugar installation. For those of you seeing this problem, what version of Sugar are you running? Is this a fresh installation or have you upgraded from a previous Sugar version? If so, what version did you upgrade from?

What version of web server, PHP and database are you using?

Thanks,
Clint

[dbinky]

So we have tried to reproduce these issues listed in this thread in our QA lab to no avail.

Tell us more about your Sugar installation. For those of you seeing this problem, what version of Sugar are you running? Is this a fresh installation or have you upgraded from a previous Sugar version? If so, what version did you upgrade from?

What version of web server, PHP and database are you using?

Thanks,
Clint

Clint,

Really? Unreproducable? Wow, I feel special! *grin*

Ok, here's what our sugar install looks like:

We're running SugarCRM 5.0b Community Edition (I think) over Windows 2003 Server standard (which is running in a virtual machine on MS Virtual Server 2005R2).

It's was a fresh install about 2 months ago from the vanilla MSSQL stack installer, so, we're running on MS SQL Express 2005 (fully patched). We're running Apache and PHP from the stack installer, but I can't tell you which version, because I don't know where to find that info. I thought it would be in the admin->diagnostics, but those freeze up when it tries to get information about the MySQL configuration (which isn't installed). We have only had to "hack" the actual codebase of sugar once to fix a minor problem we were having (but I don't recall what that was right off the top of my head). I've had to hack the DB to get my mail folders back (from another thread I had regarding a switch off and and back onto outlook).

The only other customization that we've done was in Sugar Studio, where I changed, for example, the sales_stage_dom list.

I'm using the Retro theme, but I was able to reproduce the problem with the standard Sugar theme, too. If you can tell me where to find more version info, I'd be happy to get it for you. Also, here's some other things I've noticed about the tabs and themes:

Only the standard Sugar theme (and a couple of others) work properly in sugar studio. This led me to trust the sugar theme for when things are seeming to work right sometimes. Switching to the sugar theme didn't fix the archived email visibility problem, though.

Here's the exact story of how I figured out it was the tabs:

1 - I couldn't see emails in leads/opportunities/accounts/contacts for a long time and started wondering what it was. I posted the help question.

2 - I got one of my employees to look at the leads records that I knew had emails and he could see them.

3 - I wondered if it maybe wasn't related to my account, so, I created a new user to see if he could see them.

4 - Immediately after creating the new user, I went and changed the settings to the way I like them (16 tabs, 16 subtabs, email tab not showing).

5 - I then went to see if I could see the associated emails. Not only could I not see the emails themselves, but the ONLY tab that actually showed info was the "home" tab. I could get to records through the home tab (if I modified the dashlets to show other user's records, etc), but couldn't see any real info myself. weird, I thought.

6 - I created a 2nd new user and didn't edit the tab settings and could see everything including the emails.

7 - went back in and edited my settings back to 12 tabs, 12 subtabs and showing the email link... and voila! everything went back to normal.

If you're really interested in seeing what's going on with our system, we could schedule a webex and I'd let you log-in to our server and poke around... if you'd like to do this, let me know and I'll PM you my email address so we can setup the Webex session.

Thanks!

Ryan