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Sugar Connect calendars not syncing properly

Sam Hennessy

Hi Everyone,

I am following official documentation on how to set up calendar sync and making sure all requirements are checked - Sugar Connect Portal User Guide - Sugar Support

This affects both prod and sandbox environment. I have:

  • Added my Gmail account as a contact on SugarCRM

  • Created a meeting in TitanHQ calendar, inviting Gmail as guest

  • Created a meeting in Gmail calendar, inviting TitanHQ as guest

Neither of these meetings are being synced to SugarCRM, any idea what’s going on?

Calendar sync only appears to be picking up calendar events created internally. For example - people blocking time for their lunch or annual leave.

Another example was where it synced calendar invite I sent to a colleague internally - even then it only created meeting on Sugar for this colleague, but here’s the kicker - we are both users on SugarCRM which means that, according to documentation, calendar event should not have been created! 

Calendar events created with a Sugar Contact (e.g. customer) appear to be ignored and internal or personal meetings are picked up, which is completely backwards of what this product should be doing.

Has anyone else been running into sugar connect issue like this?

Cheers,

Sam

  • 0 Sugar Employee Badge

    Sam,

    It sounds like there are several things going on here. I'll see if I can help.

    For the scenario:

    • Added my Gmail account as a contact on SugarCRM

    • Created a meeting in TitanHQ calendar, inviting Gmail as guest

    • Created a meeting in Gmail calendar, inviting TitanHQ as guest

    Neither of these meetings are being synced to SugarCRM, any idea what’s going on?

    Is TitanHQ a calendar associated to another Sugar Connect user? If so, did that user have calendar sync turned on? If so, the calendar event should have synced to Sugar. For the meeting you created in your own Gmail calendar, do you have calendar sync turned on? Is calendar sync looking at your primary calendar? If the "use primary calendar" setting is not enabled, Sugar Connect will create a calendar called "Sugar" in your Gmail profile and will only sync events to and from that "Sugar" calendar.

    For the scenario:

    Calendar sync only appears to be picking up calendar events created internally. For example - people blocking time for their lunch or annual leave.

    Calendar sync will pick up events created by the Sugar Connect user, even if it's things like blocking time for lunch. These can be filtered out by marking them as private in Google Calendar and disabling the "sync private events" setting. Or by using the Sugar calendar and only adding events you want to sync to Sugar in that calendar and leaving blocks for lunch or PTO on the primary calendar.

    For the scenario:

    Another example was where it synced calendar invite I sent to a colleague internally - even then it only created meeting on Sugar for this colleague, but here’s the kicker - we are both users on SugarCRM which means that, according to documentation, calendar event should not have been created! 

    I'm assuming your colleague has calendar sync turned on and has the "sync non-organized events" setting enabled. Based on earlier statements, I'm not sure you're running calendar sync. And you stated that you added yourself as a contact to Sugar. Your colleagues calendar sync would have picked up the event you invited him to, saw that you are a contact in the CRM, and then synced the meeting to Sugar, assigned to him, once he accepted the meeting.

    I hope this helps. Please let me know if you have any questions.

    Thanks,

    Andrew Blue

    Sr. Manager, Product Management