accounts not attaching in email module

Has any experienced accounts not attaching or being acknowledged in the email module? I am noticing more and more email records in the email module where the account field is blank. However when i check the contact, they are associated with an account. Is there some setting or action I need to take to ensure that the contacts associated account is rolling up to the email module record?

0 Raye Clemente 20 days ago

Hi Zach,

It depends on how those emails are being archived. Do you know how the emails were brought into Sugar? Or are they records of emails sent from Sugar? They may be implicitly related. Have you checked out the Application Guide for the Emails module? It broadly explains emails and their relationships:

https://support.sugarcrm.com/documentation/sugar_versions/14.0/ent/application_guide/emails/#Relating_Emails_to_Records

Let me know how those emails got into Sugar and I can provide more information for you! (although probably not till Monday, sorry! :) )

Happy Friday!

-Raye
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0 Zach Gonzalez 15 days ago in reply to Raye Clemente

Hi Raye,

Sorry i have been traveling for work. The emails are gmail synced, so that sync is bringing them in based on the contact email.
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0 Zach Gonzalez 15 days ago in reply to Zach Gonzalez

to give a little more clarity, its not all emails. it seems to be limited to certain accounts. on the account module i will see the emails in the email subpanel but in the subpanel the related field is blank. this process seems to be working 80-90% of the time but with some accounts its just doesnt and I am not sure what could be the cause. Thanks for your help!
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0 Raye Clemente 14 days ago in reply to Zach Gonzalez

Thanks for the additional information, Zach!

It sounds like those specific emails with a blank "related" field have been added via SNIP, an email archiving service that archives emails with an implicit relationship. The related field can be populated manually, but archiving in this way will not fill out that field automatically.

You can learn more about SNIP here: https://support.sugarcrm.com/documentation/sugar_versions/14.0/ent/application_guide/emails/#Sugar_Email_Archiving_Service

If you think this is wrong, please let me know! I am happy to look further.

-Raye
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