Sugar 5.2.0 (Build 5380) copy to 'Sent Emails' not working?

[carl.giljam]

Hi Forum,
I have been evaluating SugarCRM for a while, hoping to implement it in our company but there are a few things that seem to messy to do in Sugar, unless I've got something wrong of course.

Most of these have to do with Emails. The current problem, I think I got this after updating to 5.2, as far as I can see, it used to work in my previous 5.1.something version.

Problem:
When I reply to an email, it does get sent properly and logged in the sent folder of our main mailserver (IMAP), but I no longer get a copy in the local Sugar "Sent Emails" folder.

Have tried / checked:
Settings, General Tab, "Copy to Sent Email" checked.
Options (in the reply itself), checked there as well
Tried replying from the email as seen in the remote (IMAP) folder (in Sugar), or in the imported local folder. Same problem in both cases.


I wonder if anyone could come up with a clue as to whether this is a bug, or something I've missed in some setting somewhere.



General questions / comments on emails in Sugar
[moved to new thread to see if I can get some replies.....but not much happening....maybe this forum is more dormant than it looked....]

[carl.giljam]

Update:

When sending an email (not replying) it shows up in the SENT folder of our IMAP server (complete) and the local sent folder in Sugar (without the text body).

If I reply to an email, everything is fine in the remote end (IMAP, sends ok, parked in 'Sent' folder on emailserver) but there is no trace of the email in the 'Sent' folder in SugarCRM. If I click 'All emails' it is visible though, but without body (no matter if I tick text only or not).

I have given up on 5.2 and downgraded to 5.1 and that seems to work marginally better although I have similar problems there.

Strange thing...: If I reply to an email but CHANGE the from address (I have a few different accounts on same IMAP server) to another one, it all works fine. I haven't fully tested this, but it appears to have something to do with me having several email accounts (on the same server). Not very reliable though, we can't have 'disappearing' emails in a production environment. SugarCRM seems rather unstable here.

[carl.giljam]

OK, after much digging, I have a theory what the problem is. Not that I got much help out of this forum....but still, maybe someone else out there has a similar problem so I'll expand a little here.

I think SugarCRM has a problem with mail aliases.

Our main email server has a name like mail.domain.com. However we have email addresses like carl@domain.com etcetera. The email server is IMAIL 8.22, it internally thinks of our addresses as:
carl@mail.domain.com etc but to make this more user friendly, it offers a possibility of entering an "alias" so that mail.domain.com and domain.com are treated as equal.

The bottom line is that my email box is (according to our mail server): carl@mail.domain.com but it will also accept emails coming in to carl@domain.com.

I also have 1-2 other email addresses with other domains, these are implemented as "Virtual" in IMAIL and in this case, IMAIL will NOT prepend the mail..... before the domain name.

It seems to be only my main address that loses replies in Sugar, the others work ok. So I think it is down to the alias handling. As I work pretty extensively with aliases in many cases, this could be a problem maybe.

For now though, I will move our main domain to a "virtual" one and probably get rid of the problem.

Thanks for not much help or ideas here.....

[sgandhi]

Hi,
There was a bug in 5.2 that if you send an email using sugar client, we will copy that email in Sent Folder of IMAP account, but for the "Sent Emails" under IMAP account in Sugar, you need to do a checkmail as we didn't retrieve that email from mail server.

So in the mail server folder it will get reflected immediately bu in the local copy of IMAP account in Sugar Client, you need to do check mail manually so thjat it will retrieve that email from mail server.

There is Sent Emails under My Emails in Sugar. We copy every email which was send from sugar client in to this folder. I believe that for you email save didn't happen in sugar. Can you please check sugarcrm.log file and see if there are any error ??

-Samir

[carl.giljam]

Hi,
Thanks for looking at the problem. I checked the logfile after a reply that (as usual) didn't turn up in local sent. Nothing in the log. Email is not visible in the normal view, but if I click "All Emails", it is there. No body in the email, just subject. So apparently it got "half" saved.

Same thing appears to happen if I just send an email from carl@domain.com.

However, if I send or reply from carl@domain2.com, it works fine. That is a "virtual" domain in IMAIL while domain.com is a "real" domain. There is a difference in how the mailserver handles things but I can't see anything wrong in the mailserver log file.

"Check mail" is not viable. See separate post (no replies....), That doesn't work very well for me, Sugar misses a lot of emails if I do this. It works if I instead to into settings for an account and click "Save" (without changes). That email collection gets all emails while the "Check mail" one only gets some (random....).

Anyway, for now I can live with this quirk and I can change our email over to virtual domains. So problem is solved by circumvention I suppose.

[ddbtek]

We are having the same issue in that Sent emails don't show up in "my email" but they do show up in "all email".

[blinkie]

What I'm seeing is that Sent Emails are being saved to the Sugar Sent Email folder despite having selected a different Sent Emails folder for the account. If you edit the email settings (from within the email module for the user) and then add the Sugar .Sent Emails folder, you will most likely see that sent emails have been saved there instead.

I believe this has something to do with the fact that when you click on the From menu, you will see the user listed twice (one is the local instance and one is the IMAP instance, with the local instance being default).

All I can say is that this is totally confusing. I think someone posted a quick 'n dirty hack to change the behavior of that menu (so that the IMAP folder instance of the user account will appear first).

This is on 5.2.0a, btw.

And the URL to the thread that discusses the From menu duplicates is here:

http://www.sugarcrm.com/forums/showt...ighlight=email

[carl.giljam]

Hi,
I had some problems with the "local instance" thing - basically, I had the same email address here:

Admin - Email Settings - Email notification options - From Address

and here:

Emails - Settings - Mail accounts - From Address

and that was totally confusing. It appears that if I use the address from Admin, the email never gets sent, I still can't figure out what that one is good for. I now have that setting blank and use only the one in Emails - Settings. That works - sort of, with the usual amount of bugs and problems. It's annoying though that SugarCRM defaults to that setting so it needs changing in every email sent.