Integration with SugarCRM 6.4
By Support Team on June 1, 2012
At this time, users of SugarCRM 6.4 will be unable to fully maximize the inBOX25 integration. Version 6.4 introduced changes to the SugarCRM API that were implemented for security purposes, but also created several bugs which ultimately prevent both our Module and Cloud integrations from functioning properly.
The details of the API bug are well documented and available on Sugar's web site: http://www.sugarcrm.com/support/bugs.html?bug_number=52806#issue_52806
The major issue that is encountered with this bug is the inability to transfer crucial target/campaign data between SugarCRM and inBOX25. The performance is dramatically reduced to the point that attempting to call and retrieve targets from a small target list (over 500 records), results in a server time-out. While our system is capable of displaying your available target list(s) and their full record counts to select for a campaign, when we attempt to import your records to execute the campaign, your SugarCRM instance will simply time-out. No data will be exchanged and thus no messages will be sent.
Temporary Workaround for 6.4 users
A temporary workaround that has been tested, only requires that you minimize your target lists (< 500 targets) and then assign them to your inBOX25 campaigns. In order to execute a larger campaign (> 500 targets), that means creating several target lists and assigning them to your inBOX25 campaign. As an example, if you have 2,500 leads that you want to send an email campaign to, you would need to split those leads into five (5) target lists of five-hundred (500) records. While this certainly creates extra work, it should allow you to utilize our integration even if none of the other solutions below are available to you. It's worth noting that some users have reported the ability to leverage target lists of (1,000) or so records, but other factors such as performance capabilities of your network and server would tie into that capability. The (500) target recommendation has proven to be fairly safe and capable.
SugarCRM OnDemand: The team at SugarCRM has built a hot-fix that alleviates the problems associated with the API bug and allows our integration to function. SugarCRM can perform this update for OnDemand users, but you must open up a Support Case with SugarCRM, reference this URL (http://www.sugarcrm.com/support/bugs.html?bug_number=52806#issue_52806) and request that the case be forward to Max Liang of SugarCRM. Max is an Advanced Technical Support Engineer and has been leading the charge with helping our users get this issue fixed.
SugarCRM Pro+ Hosted by 3rd Party: You can upgrade your SugarCRM instance from 6.4.* to 6.5.0 RC3 to fix the bug. You can open a support case with SugarCRM to request the upgrade. Although, their preference would be for users to wait for 6.5.0GA, which will be released in June. If the bug is creating such a hardship that your CRM operations are deeply impacted, then it would be worth taking the RC3 upgrade.
SugarCRM Community Edition: For users running CE, you can upgrade to SugarCRM 6.5.0RC3 which includes the bug fix for the API. Or as an alternative you can also downgrade from SugarCRM 6.4 to 6.3 and wait for SugarCRM 6.5.0GA to be released in June. Downloads available here.
Posted in: Common Questions