SugarCRM Integration with OpenTelemetry (OTel)

Question

Hi All, 
 
 One of our Customer is currently evaluating the integration of OpenTelemetry (OTel) as a standardized monitoring and observability framework within our SugarCRM environment. Before proceeding, we would like to confirm whether SugarCRM currently supports or has any native compatibility with OpenTelemetry for telemetry data collection (e.g., traces, metrics, and logs). I would like to clarify the following: 
 
 Does SugarCRM officially support or allow integration with OpenTelemetry? 
 Are there any known limitations or constraints (technical or architectural) we should be aware of when implementing OTel in SugarCRM (e.g., on SugarCloud or on-premise environments)? 
 Are there any potential risks or impacts, such as performance degradation, support implications, or security considerations related to implementing OpenTelemetry alongside SugarCRM components? 
 
 Appreciate if anyone can advise on this. 
 
 Thank you 
 Saad

Muhammad Saad Shahid · Answer

Hi Muhammad Saad Shahid , 
 1) we don't officially support OpenTelemetry but we might have partners whose implemented such integration, you might wanna reach out to some of our ISV vendors in the telephony space in our Marketplace . 
 2) You should take a look at out SugarCloud Policy as well as our REST Api best practices , as long as you don't abuse and use our extension framework for customizations you should be fine. 
 3) As for risks, there's a chance that using an external framework might not align with what's supported&mdash;or worse, could end up on the security team's denylist. To play it safe, it's best to stick with your own code or use the core frameworks and libraries provided (PHP and JS). Also, make sure everything you build is compatible with the latest PHP versions, and follow solid, defensive coding practices. On the API side, avoid overloading it&mdash;try to batch and upsert your calls whenever possible.

hope this helps,