Mark important information and forward automatically to the people concerned

Hi Thomas Hünerfauth,

I addressed this in multiple modules using a checkbox, email template, and a BPM.  The checkboxes have different labels (Notify Engineering, Notify Sales Rep, Notify Manager, etc.), the email template includes the fields that are needed, and the process is a simple Start - Send Message.

The same need could be satisfied with a standard Sugar alert process putting it on a dashboard, but we chose to use emails.  You could also include a process to follow-up, escalate the notice, etc.

I also have multiple alerts triggered by processes based on the value in various fields.  Things like a Returned Goods Authorization that is over a Cretan amount, missing information in various classification fields, value mismatches (coding in fields that is not consistent with other fields), etc.

One additional thought for consideration... You mention alerting Product Development, and we had a desire to capture lost sales opportunities when associated with a calls.  A checkbox in the Calls Module labeled "Lost Sale" triggers a process that creates a new record in a custom module called "Lost Sales".  Reports are generated to summarize that data.

Hello Bud,

Thank you very much for your detailed answer!
That sounds good :-) Could you give me a little more detail on how you implemented this technically?
Can this be configured in SugarCRM or is programming necessary.
Could you send me a screenshot?
Glad to hear I'm not the only one having this problem.

Thank you very much and best regard from Munich,

Thomas

Hi Thomas Hünerfauth , 

the solution provided by Bud Hartley would be something you can setup in Sugar with some configuration and no programming needed.

The checkbox field he mentioned can be created via Studio and added to the layouts as required. Otherwise you could also create an Action Button that ticks the checkbox behind the scenes. You can find the information about how Action Buttons work here.

Once the checkbox is marked (manually or with the Action Button) a BPM Process would trigger and send the notification. To learn more about BPM Processes, you can visit this link.

Below a quick example from a demo environment of how the action button and the process could look like:

Meetings Record View:

BPM Process Definition:

I hope this gives you an idea on how it could work but if you still have any questions, let us know. We are here to help .

Best,

Francesc del Moral

Yes! Francesc Del Moral Farrarons is correct...

I had set up my checkbox / process / email before the Action Buttons were available.  One minor difference in most of my processes is that my end-point is to "Send Message" instead of sending the message then ending.

Also: In some of my "check the box to notify" processes I added a step to uncheck the box after the email is sent because the process is set to run with new and all updates.

One other thought (hopefully not confusing things) is that when the Checkbox is created in Studio you might consider setting it for "Audit" so you have a record of the changes, and possibly adding it to the Search and Layout so it can be pulled up in a filter.

Hello All,

Thank you very much for your detailed answer!!
This is very helpful and I will try and report our experience with this approach!

If I have any further questions, I'll take the liberty of contacting you again!

Best regards,

Thomas

Hello Francesc,

May I ask another question regarding this Action Buttons?
We had another idea to extract the valuable information from the data entries using the API.
This works in principle quite well - but our Sales does not use this possiblity, because the necessary marking of the text is too complicate...

We made a script to extract text and bring it automatically into a table on Confluence:

Simple - only the text is marked: The customer would like to retrain fonts himself with Deep OCR. >>
 <<

Or Advanced - he can add keywords or Links to Jira tickets:
 << The customer would like to retrain fonts in Deep OCR himself. (We have been receiving such requests more frequently recently). [Deep OCR, Fonts, HA-2345, HA-234] >>

Is there a way to use the action button to make this process more comfortable - you mark a sentence, push the button and "<< ... >>" is added, or in best case is added an you can enter further information in a text box, which is automatically added to the text: e.g. [Deep OCR, Fonts, HA-2345, HA-234]

Thank you very much in advance, 

Thomas

Hi Thomas Hünerfauth ,

unfortunately, an actuin button would not be able to recognise text selected by the user by default. 

However, having a button adding some pre-defined text to a field, this would be possible. Your button needs to be configured to update the record, then you select the field you want to update and put the text you want to be shown there. 

If you want the user to then complete the content of the field, you can set your button to not auto-save the record. This way, the field gets updated and the record shows in edit mode for the user to keep editing.

Would this be a possible solution?

Best,

Hi Farncesc,

Thank you very much for your quick reply!!

Best regards,

Thomas

Hello Francesc, I will discuss with my colleagues.. hopefully this is a suitable way - or the proposal from Bud.

Best regards,

Thomas