The Workflows section includes topics covering working with and troubleshooting automated processes and alerts via Sugar’s Workflows module.


Need to automatically create a task when an opportunity's sales stage is set to "Closed Won" or "Closed Lost".

A customer has submitted a case through Sugar Portal and we would like to send them an email reply indicating a case has been opened.

This article documents how to automatically send an email to a lead that is created from a web-to-lead form. This workflow will also work for when leads are manually entered into SugarCRM that meets the criteria specified in the workflow condition.

The Sugar Portal allows customers to submit cases in addition to interacting with bugs and knowledge base articles. By default, when the customer creates a case in the portal, the case will be assigned to the Sugar user assigned to the customer's contact record in Sugar. However, your organization may have a dedicated user who will triage and reassign the cases to other users or troubleshoot the cases that come in from the portal. This article covers creating a workflow that will assign cases created via the portal to a specific user in Sugar. 

Sales users must manage their opportunities as well as keep account details diligently updated. Some account details can be inferred from other records or behaviors in Sugar to help with maintaining accurate account data. In this article, we will automatically manage the account type based on whether or not a sale is made. If the account type is set to "Prospect" and a related opportunity is changed to the "Closed Won" stage, a workflow will update the account's type to "Customer".

Many common business tasks can be streamlined in Sugar® using a simple dropdown field. By triggering workflows based on the value of the dropdown, it is possible to create several different automated actions, all driven by a single field. In this article, we will add a dropdown field to the Contacts module that allows users (or certain users restricted by role) to execute a common business activity such as sending an email or creating a follow-up call or task. This field could also be leveraged during imports in order to mass create related records for many different contacts.

In this article, we will walk through creating a field that represents the date an activity record (i.e. call, meeting, email, task, or note) was last created for a particular record. This process requires the creation of a custom date field as well as several workflows. The workflows will capture the creation date of the last activity in an account. The Last Activity Date field may then be used to gain insight into how your organization is communicating with contacts, leads, accounts, etc. or to identify individual relationships that would benefit from additional communication.

Support personnel may wish to monitor how quickly cases are being closed in Sugar. In this article, we will walk through creating a custom field called "Time to Resolution" that determines and stores the number of days it took to close a case. In order to properly calculate the time to resolution, the custom field will be calculated and we will also create a workflow that updates a second custom field called "Date Case Closed" which is used in the calculation.

Sugar®'s inbound email functionality allows emails to be automatically associated to existing cases when the email's subject includes the case macro. When this occurs, it would be helpful for the status of the case to be updated to reflect that a customer's response or input has been received. Additionally, the assigned user can be notified so they know to take action on the case. This article will walk through using workflows to perform both of these actions when an email is automatically added to an existing case.

Alert email templates are used to send out alert notifications to a list of recipients via workflows. Administrators or users with a Developer role have the ability to create alert email templates via Admin > Workflow Management. This article will walk through how to create an alert email template for workflows.

This article explains how to add new time intervals to the dropdown menu that used for after time elapses workflows. By default, the time intervals are as follows:

Sugar can be configured to send an email notification to your customers when the status of a case changes.

A customer has submitted a note through the Sugar Customer Self Service Portal . We would like to send them an email reply indicating the note has been received.

This is an after-time-elapses workflow that will notify the user assigned to an opportunity when their opportunity's sales stage has been in a specified stage for a period of time. In this example, we will notify the user who is assigned to an opportunity when the sales stage remains in the Proposal/Price Quote stage for one week

The following article walks through the process of creating a workflow that will email the contacts related to a case when a SugarCRM user adds a note. You will need to have notifications turned on and an SMTP server configured under Admin > Email Settings.

This article describes how to set up a Sugar Workflow to address a common business scenario. Sugar Workflows provide powerful procedural capabilities to implement business-level logic for common CRM scenarios. Sugar handles two main types of workflows: one that is triggered when a field or record changes, and one that is triggered when time elapses without any activity. The scenario we will accomplish in this article is as follows: When an Opportunity reaches a Sales Stage of "Negotiation/Review" automatically create a task assigned to the Legal team regarding the need to review and approve the Opportunity and related contracts. We will be basing our scenario using using standard demo data with one exception: we will assume a team of "Legal" exists for assignment purposes. You can use the outcome of this scenario as a basis for other more sophisticated CRM business scenarios like:

Sugar's Calls and Meetings modules allow users to set reminders via pop-up alert or an email to all invitees. To create a notification for only the meeting's assigned user, a workflow can be created which automatically emails a reminder for all call and meeting records. Please note that this workflow will only trigger for meetings created or whose start date is edited after the workflow has been activated. Meetings scheduled in the past for future dates will need to be edited and re-saved once the workflow is in place.

Workflows enable you to automate repetitive tasks to help increase efficiency and ensure business processes are followed. With each workflow you set up in Sugar, you can define a set of conditions to be met and any combination of alerts and actions to trigger once the conditions are satisfied.

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