Can Sugar BPM create a follow-up Call?

Currently using Enterprise v9.0.2
Would like to create a follow-up Call based on some simple criteria after a Call is held.

First issue seems to be that SugarBPM cannot create a Call if your definition module is also Calls.

I have managed to create a Task related to the Call, but can't seem to relate it also to either the Contact or the Account.

Am I missing something, or is this a system limitation?

  • Hi Tony Romano,

    I have three considerations about this: how a definition targeting Calls might work, how a definition targeting a related module (Contacts/Accounts) might work, and the benefits of a custom logic hook in this scenario.

    Regarding A definition that targets Calls:

    This is possible, but the relationship to other modules such as Contacts or Accounts is not a part of this approach.

    SugarBPM is capable of creating a new related record. That is, a new record in a module related to the target record in the target module. Sugar is capable of custom self-referencing relationships, so this is possible with a custom relationship between Calls and Calls. SugarBPM could then be configured to make a new Call related to the target Call across the custom relationship.

    Custom Relationship made in Studio:

    BPM Process Definition Action Settings:

    A Different BPM Approach to Consider:

    One alternative I would consider is designing the definition to target the Contact or Account, and have some automation (related/rollup calculated field or other BPM) update the Contact or Account when the Call is saved, then have this definition that is targeting the Contact or Account create the new related follow-up call. This is the way to relate the new Call to the Contact or Account scheduled to be called.

    This approach does not cover every use case because changes to the Calls module can be tricky to represent in the related Contact or Account in such a way that the Process Definition reacting to said changes can account for consistent with your stated goal.

    A Logic Hook Approach:

    Logic hooks offer so much more functionality than any user interface product, particularly because they allow you to leverage the broad possibilities of PHP in designing the automation that works best for your use case. Module Loader empowers the administrator to manage logic hook customization installation and removal right in the user interface, so you can leverage this awesome capability without needing direct access to the code of your Sugar instance. Pragmatically, a logic hook:

    1. can achieve awesome results with only a few lines of code. 
    2. does not clutter a database table with multiple rows every time it runs.
    3. requires some knowledge of PHP to maintain.

    I hope this helps!

  • very useful as always
    any chance of recovering the missing images in your reply?

    CRM Business Consultant

  • Hi,

    Actually, Logic Hook Approach does not require the knowledge of PHP to achieve awesome results - Sugar Admin with access to Logic Builder no-code tool ( can create and maintain logic hooks without any coding skills

    Here is a simple logic hook that creates a follow-up call automatically in X days on call is Held and tagged with "follow-up X".

    Therefore, if X=8 it automatically creates follow up in 8 days:

    Zip with a logic hook that implements this behavior:

    Please feel free to use.

    If you like to make adjustments to this logic or configure your own follow-up logic, please sign up for Logic Builder ( and drop me a line via Club messaging, so that I could share this follow-up configuration flowchart with you - for adjustments and as example.

    Best Regards,
    Dmytro Chupylka
    We make work in Sugar CRM system faster, more convenient and efficient

  • hi 
    thank you as always for you logicbuilder passion :-)

    However, on this occasion what you suggest would require the user to remember add the appropriate Tag, which if we could rely on them doing that would be great - but the why not just remember to use standard Sugar 'Repeat' feature which has lots more options instead? Grinning

    The need for it to be done using workflow engine is so that we can apply a logic and control it so not reply on users to remember.

    Hope that makes sense?

    CRM Business Consultant

  • Hi

    I do passionate about solving tasks faster and with no code - that is very true :)

    Oh, this Tag delivers extra flexibility - a human-friendly switcher integrated into the automatic logic that allows users to decide themselves whether to follow up particular call either :)))

    Establishing forced follow-up with no switcher is even simpler - just describe the criterion in the flowchart (on_after_save logic hook) and voila! - benefit from the follow-up call scheduled automatically, without user involvement.

    By the way, the parameters for scheduling follow-up with a logic hook could be passed from the SugarBPM. That allows combining workflow engine main advantage - ability to wait for smth, - with the flexibility to configure any criterion for follow-up in the logic hook.

    Technically such a configuring looks like passing accountID from SugarBPM to logic hook configuration, as shown in this example:

    Could you articulate the criterion for the follow-up that you would like to set up in SugarBPM?

    Best Regards,
    Dmytro Chupylka
    We make work in Sugar CRM system faster, more convenient and efficient