Sugar Open Source

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Nov 3, 2013 (3 years and 7 months ago)

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1


Sugar
Open Source

Installation Note

July

2005

Copyright © 2005 SugarCRM Inc.

Sugar
Self
-
Service
Portal Configuration

This
installation
note
will guide you
through setting up
the Case
Self
-
Service
Portal
and Bug Self
-
Service Portal
functionality for Sugar

Open Source.
The Bug Self
-
Service Portal is new to version 2.0 of these components.


As of this writing, only portal functionality for Mambo has been created. A variety of
Sugar community developers have expressed interest in replicating the Mambo
fun
ctionality in XOOPS, PHPNukes and other portal systems.

Because this Mambo
implementation is based upon the open SugarCRM SOAP API’s, similar functionality
can be built for any CMS platform.


1.0 Recent Updates

This
latest release of the Sugar Self
-
Servic
e Portal for Mambo brings you two
significant features. First, this release contains
a Bug Self
-
Service Portal

similar
to the Case Self
-
Service Portal. Second, this release also now introduces
support
for Mambo v4.5.2
.



2
.0
Required Software



Sugar Suit
e v
3.0.1
patch
B

or later


Download at

http://www.sugarforge.org/frs/?group_id=6



Mambo 4.5.1

or 4.5.2

o

Download at
http://mamboforge.net/frs/?group_id=5



Sugar Self
-
Ser
vice Portal

for Mambo


Download at
http://www.sugarforge.org/frs/?group_id=10


3
.0
Overview

The
Sugar Suite contains case management functionality for customer support reps
(CSR’s) to track and manage customer support cases. Using the Sugar Suite
applic
ation, CSR’s can create and edit cases. Cases contain information such as
subject, description, priority, status and resolution. CSR’s can also attach notes to a
case. Notes also support the ability to upload files from the file system and attach
the f
ile to the note. Cases are associated to both contacts and accounts for
customer tracking purposes.


With the new
Sugar Case Self
-
Service Portal
, customers can submit cases directly
from

a web self
-
service portal available from the company’s website. Usi
ng web
services, the portal application communicates with the Sugar Suite application to
search, create and edit cases and case notes.


2

Quite similar to the Case Self
-
Service Portal, the Bug Self
-
Service Portal allows
customers to submit bug reports direct
ly from a web self
-
service portal available
from the company’s website, including notes and attacments.


From a system design perspective, all communication between the portal and Sugar
Suite is initiated from the portal. There is no ability to “push” inf
ormation from
Sugar Suite to the portal. Rather, a Mambo user “pulls” and “pushes” all information
from the portal into
and from
Sugar Suite. All communication is authenticated
against a “Portal Only” user stored in Sugar Suite.


3
.1 Mambo Components

The

Sugar Self
-
Service Portal

components have
been built
to support
Mambo

v4.5.1

and v4.5.2
. Mambo is one of the most wide
-
spread open source portal applications
available today. Mambo has a componentized architecture that allows administrators
to easily in
stall new components to realize additional functionality in a Mambo
website.


Sugar Self
-
Service Portal

for Mambo contains
three
Mambo components and
one
Mambo module:



com_sugar
bugs


interacts with Sugar Suite’s soap.php for searching,
creating, editing

of bug reports including case note functionality.



com_sugar
cases


interacts with Sugar Suite’s soap.php for search
ing,
creating
, edit
ing of
case
s

including
case note functionality.



com_sugarregistration



interacts with Sugar Suite’s soap.php for estab
lishing
an authenticated session between Mambo and Sugar Suite.



mod_sugarlogin



a helper module that works with com_sugarregistration.


4
.
0

Install
and Configure
Sugar
Suite

1)
First install Sugar Suite
v3.0.1

patch
B

or later


2
) Log into the application

as an administrator
, go to the Admin page, and create a
new user who is going to be your "portal only" user. When creating this user (e.g.
user name equals "portal"), click the "Portal Only User" checkbox. This user is now a
portal user and cannot login

through the SugarCRM web interface. This user is only
used for
the
portal web services. Normal users cannot be used for portal web
services

authentication
.




3
) From the Admin page, click on Configure Settings. Select the "Enable Self
-
Service
Portal In
tegration?" checkbox.

This enables the portal web services and adds a
“Display in Portal?” checkbox to notes attached to cases.

3



4

4.1

Install
and Configure
Mambo Components


NOTE:

The order that you install these components is critical to a success
ful
installation.


1
)
Fi
r
st, i
nstall
and configure
the
com_sugarregistration

component.



2) Configure the Form Fields for the com_sugarregistration component. Click on
Components
-
>Sugar Registration
-
>Form Fields. Now configure the first name and
last name

fields to be displayed in the user registration form by selecting the “Show”
checkbox and entering the field display label.




5

3
) From the Mambo Admin Console,
i
nstall
the
com_sugar
cases

component. Follow
the configuration steps.

Skip this step if you
only wish to install the com_sugarbugs
component.

The com_sugarregistration configuration parameters will also be used
by this component.




Go to the Sugar Cases component configuration screen and be sure that all
parameters are properly set.


4
)
Next i
nstall
the
com_sugar
bugs
component. Follow the configuration steps.

Skip
this step if you only wish to install the com_sugarcases component.
The
com_sugarregistration configuration parameters will also be used by this component
.



Go to the Sugar Bugs
component configuration screen and be sure that all
parameters are properly set.

6


5) Add the Case Self
-
Service Portal and Bug Self
-
Service Portal to the User Menu.
From the Mambo Admin Console,

select Menu
-
>usermenu and click “New”. Select
“Component”, t
hen select “Sugar Cases” in the next screen. Be sure to limit access
to this menu to the “Registered” access level.





7

6
) Inst
all the mod_sugarlogin module from the Modules
-
>Install/Uninstall menu.

5
) Publish the Sugar Login Form from the Modules
-
>Si
te Module Manager menu.



8

6
)
Register

a
new
Mambo user. For example, create the user “George Washington”
with the user name of “gwashington”.


7
) Create a Sugar contact. For example, create the contact “George Washington”.
In the contact edit screen f
or “George Washington”, you will see a form at the
bottom of the page where you link the Mambo user to the Sugar contact. Enter the
Mambo user’s user id here and mark the user as Active.



8
) Now log into Mambo as “gwashington”. You should now see a
new menu item
available for this user called “Your Cases”.



9

9
) From “Your Cases” in Mambo, you can search, view, create and edit cases. You
can also create notes attached to the case as well as upload file attachments. A
Mambo user can view all cases
that he is linked to as well as all cases linked to his
associated account. This means “gwashington” could view cases submitted by
“alincoln” if both Mambo users have Sugar contact records associated to the same
Sugar account record.




10
) In Sugar, a c
ustomer support rep can view all of the same information as the
Mambo user. In addition, the support rep can flag a note as “Display in Portal?” If a
case note does not have this flag set, the note cannot be viewed by a Mambo user.


10

License

The content
s of this document are subject to the SugarCRM Public License Version
1.1.3 ("License"); You may not use this document except in compliance with the
License. You may obtain a copy of the License at
www.sugarcrm.com
/SPL
.

Disclaimer

Software and documents distributed under the License are distributed on an "AS IS"
basis, WITHOUT WARRANTY OF ANY KIND, either express or implied. See the License
for the specific language governing rights and limitations under the Licens
e.


Trademarks

All SugarCRM logos in this document are trademarks of SugarCRM Inc. See the
SugarCRM trademark policies at
www.sugarcrm.com/trademark

for more information
on how SugarCRM trademarks can be us
ed.