Sugar Troubleshooting

This guide provides a comprehensive solution for resolving connection issues between Sugar CRM and Smart Flows. It outlines the necessary steps to ensure a seamless resolution to the problems users have reported.

Connectivity errors from Sugar to SmatFlows

Problem - Sugar users began to report connection errors to the Smart Flows server on May 19, 2022. When the user clicks the SmatFlows button in Sugar, an error message, "The Smart Flows server cannot be reached, please contact your Smart Flows administrator." is displayed.

Sugar Error Cannot Connect to Server

The user is accessing Smart Flows through the integration with Sugar CRM and attempting to initiate a Smart Flow from the Sugar interface.

Solution - Recent updates to Sugar CRM require administrators to explicitly define external sources in the Content Security Policy. If the Smart Flows URL is not included, the browser blocks the requests sent to the server. Follow the steps below:

1. On the Project Console, select the Control Panel option.
2. Click the Connectors button.

Project Console’s Control Panel showing the Connectors button highlighted

3. Select the Sugar connector row.
4. Click the Configure button.

connector-sugar-CRM

The Edit connector window displays.

5. In the Password field, type in your password.

Connectors List view: Sugar

6. Click the Next button.

The Edit connector customize packages window displays.

7. Scroll to the bottom of the window and click the Next button.

The Edit connector Install your Smart Flow Sugar package window displays.

Edit connector customize packages window

8. Click the Next button.

The Edit connector Create/configure Sugar connection record automatically window is displayed.

9. You can either deselect the option "I want to install/update the Sugar App" or leave it selected.
10. Click the Next button.

The Edit connector Configure the Content Security Policy window is displayed.

11. Click the copy button for Smart Flows Base URL.

The system copies the URL for your Smart Flows instance to your clipboard

12. Click Link to Content Security Policy Settings.

The login page for SugarCRM displays in a new tab.

13. Log in to your Sugar instance.

SugarCRM login

14. In your organization's Sugar instance, navigate to the Content Policy and Settings tab.

The Basic tab displays.

15. Click the Advanced tab.

Basic Tab in SugarCEM

When copying the Smart Flows instance URL, ensure you copy from the HTTPS through the first /

16. In the script-src, field, copy and paste the URL for your Smart Flows instance.
17. Click the blue Save button in the top right.

A save confirmation displays. The system returns to the Administration page in Sugar.

18. In Smart Flows, click the Next button.

The Edit connector Connected window displays.

Configure the Content Security Policy

19. Click the Finish button.

The Edit connector Connected window no longer displays. The update of your Sugar connector is complete.

Smart Flows buttons do not work in Sugar 11 (released 09/04/2021)

Problem - Smart Flows button no longer work after upgrading to Sugar 11. (released September 4, 2021). An error message appears indicating that "Access is blocked“. This has to do with a new feature called 'Content Security Policy' where any other domain outside of the default Sugar domains are not allowed.”

Possible Causes -

  • Cause 1: Sugar 11 includes a new Content Security Policy (CSP) that blocks domains not explicitly allowed.

  • Cause 2 (if applicable): The Smart Flows domain has not been added to the CSP allow list, preventing embedded content from functioning.

Solution - Follow the below Prerequisites:

  • Sugar CRM version 11 (released September 4, 2021)

  • An existing Smart Flows integration

  • Admin access to SugarCRM settings

To resolve the issue, you must add the Smart Flows domain to the SugarCRM Content Security Policy allow list:

1. Log in to the Sugar Admin console.
2. Navigate to System > Content Security Policy Settings.
3. Add the base URL for your Smart Flows project to the list of allowed domains.

Example: https://yourdomain.smartflows.xpertdoc.eu (do not include a trailing slash)

4. Optional): To support multiple project domains, add a wildcard domain such as .smartflows.xpertdoc.eu or .smartflows.xpertdoc.com, depending on your region.
5. Save the changes.

Expected Result

After saving the updated settings, Smart Flows buttons will function as expected when accessed from a record view in Sugar 11.

Additional Information

This workaround will be implemented natively in a future product update. For details, refer to the release notes.

Related Resources

Sugar 11 CRM Content Security Policy

Next Steps

If none of the above steps resolve the issue, consider the following options:

  • Contact your system administrator for further assistance.