Correct Fields and Syntax - Quoted Line Items

Hi Riley,

SugarBPM email templates do not have a supported format for iterating through a relationship to output all the related values of a 'many' relationship. You can do that with a Doc Merge template and use the 'Doc Merge' action in your process definition to email out the resulting file. The sample 'Quote' template found on the Sugar Support site should give you a head start on how to display all the related quoted line items in the document.

Chris

Hi Chris, 

Well dang.

That was the original plan (docmerge), but there is a known bug between sugar and our email service provider, AWS SES.  Here's a link to the Issues&Ideas request that was filed for us us. https://portal.sugarondemand.com/#supp_Bugs/a94d960e-e81d-11ee-9d5a-060586c13983 

If you have ideas about solving that ^^ or a different workaround...  I'd love to hear them. 

A plain (automated) email with a list of items due for renewal was our simple workaround. .. doesn't seem to be a viable option either. Feels like we are stuck between a rock and a hard place. 

Hi Riley Long ,

I can see how that bug presents a significant hurdle for this issue. Are the intended recipients of the email internal to your company or external?

Chris

External.  The intend use was to notify our customers of upcoming license renewals / expiration dates (we are a SAAS company with an annual subscription model). 

Again... The end goal is to have the Docmerge run, and send the customer a renewal quote. (Broke because of AWS SES bug)

Hopeful stopgap... plaintext email with list of items that are due for renewal. (No-go because of multi-relationship nature of RLI/QLI items). 

Right now, the only thing I can rely on the system to do is send a generic "Hello! Your licenses are expiring" email, with no detail about the actual products due for renewal. 

Did I mention we are a new to Sugar?  So far.. its neat.. but not a raving fan.   

Hi Riley Long 

I don't like assuming, so wanted to ask if you've already considered using a different email for your main CRM notifications, so you can use that until the bug is fixed?

We have / it is an ongoing conversation with IT leadership. 

TLDR.. concerns about delivery / reputation due to multiple send services. 

Thanks for the additional context, Riley. Given that this is an external communication, I think using Doc Merge is right approach; Doc Merge allows you to put the professional polish on the quote/renewal notice. 

Understanding that it isn't ideal, my recommendation is still use the Doc Merge BPM action, but do not check the box to send it via email. That will create a document record related to the record triggering the BPM definition, and you can then have a user manually email to the customer. Once the document is created, you could go a number of different routes such as:

• Create a subsequent action to create a task for someone to send the quote/renewal notice to the customer.
• Update the status of triggered record to indicate the quote/renewal notice is ready to send and route the process to the appropriate user to follow through on

If you have a high volume of renewals, this may not be a desirable course of action. If you want to have it automated, a custom logic hook could be created to detect when the doc merge documents are completed by the BPM definition and then sending the email to your external recipient(s). Custom logic hooks require development and if needed, my company, Upsert, has the expertise to deliver this type of solution.

I hope this helps!

Chris

Riley Long said:

Here's a link to the Issues&Ideas request that was filed for us us. https://portal.sugarondemand.com/#supp_Bugs/a94d960e-e81d-11ee-9d5a-060586c13983 

If you have ideas about solving that ^^ or a different workaround...  I'd love to hear them. 

Hi Riley Long ,

I'm sorry you're running into this Issue! I don't have an answer for you, but I wanted to let you know that we've escalated the priority of this Issue to our Product and Engineering teams. I don't have any type of ETA yet, but escalating will help get this reviewed faster and hopefully, we can get it into an upcoming Sugar release for you. You should also receive updates via your case if there are any major changes to the status. 

-Alex

I'm surprised, because as Sugar cloud is running on AWS and using many of it's services, should be easier to fix?

That's my thought as well. Having to pivot away from AWS related services was not on our radar and still isn't a solution we are keen on.