If you’re having trouble viewing the contact journey within the Sugar Market i-frame in Sugar Sell, this guide will help you troubleshoot the problem. Before diving into the technical details, please gather the following information to include in a support ticket if you're unable to resolve the issue on your own:
Support Ticket Information
- CRM Record Link: A direct link allows support to quickly identify key aspects of the affected record.
- CRM Affected User Link or Email: Provide the username or ID of the user attempting to view the record.
If you're ready to troubleshoot the issue yourself, here are the steps you can follow.
Troubleshooting Steps for the Sugar Market I-frame
1. Finding the I-frame URL in Sugar Sell
To begin troubleshooting, you first need to locate the i-frame URL within Sugar Sell. Here’s how you can do that:
- Open the Record: Navigate to the contact or lead record in Sugar Sell where the i-frame should be visible.
- Inspect the Page: Right-click anywhere on the page and select Inspect.
- Locate the I-frame: In the Developer Tools, go to the Elements tab. Use the search function (press Ctrl+F or Cmd+F) and type "iframe" to find the iframe element.
- Copy the URL: Once you locate the iframe element, you’ll see a src attribute that contains the URL. Copy this entire URL, as it will be needed for troubleshooting. For example, in the Chrome browser, you can copy the i-frame URL by hovering over the src link, right-click and choose “Copy link address”.
2. Possible Reasons for the I-frame Not Working
Here are common reasons why the Sugar Market i-frame might not display correctly:
- The Record is Not Syncing with Sugar Market: Ensure that the record in question is actively syncing with Sugar Market. If the record isn’t synced, it won’t appear in the i-frame.
- Lead Conversion to Contact: If a lead has been converted to a contact, only the contact record will sync with Sugar Market. The i-frame may not display if you're trying to view the lead record.
- User Role Permissions: Both the user viewing the record and the record owner must be assigned to the correct i-frame role within Sugar Market. Without proper permissions, the i-frame won’t display data. Check the section below for role details.
- Record Deleted in Sugar Market: If the record has been deleted in Sugar Market, it won’t show up in the i-frame, even if it exists in SugarCRM.
- I-frame Role Not Sharing Data: The i-frame role might not be configured to share data, which could prevent the i-frame from displaying the information.
3. Deconstructing the Sugar Market I-frame URL
Understanding the structure of the i-frame URL can help you diagnose issues and even impersonate an affected user to test the i-frame.
Example I-frame URL:
URL Breakdown:
- orgId: The unique identifier for your organization within Sugar Market.
- recordId: The ID of the contact or lead record you're trying to view.
- crmType: Specifies whether the record is a contact or a lead.
- userId: The ID of the user viewing the i-frame.
Impersonating an Affected User:
Using the i-frame link that you copied at the beginning of this article, to impersonate a user and test the i-frame, replace the userId and recordId in the URL with the appropriate CRM user ID and CRM record ID, then paste the modified URL in the browser. For example:
Original URL:
Modified URL:
4. Required Role Attributes for the I-frame to Work
For the iframe to function correctly, users must be assigned to a role in Sugar Market that has the necessary permissions. Here’s how to ensure the proper configuration:
- User Assignment to Iframe Role: Navigate to User > Administration View > Roles and verify that the user is assigned to a role with iframe permissions.
- Role Permissions: The role must have the following attributes enabled:
- Data Access: Allows users to view shared data.
- Navigation Access: Provides access to the necessary areas, such as the Contact Journey.
- Role Configuration Steps:
- Go to the relevant role and check the Data Access and Navigation Access checkboxes.
- Under Navigation Access, ensure the following components are added:
- eMarketing (Grants access to the iframe)
- Marketing – Compose Email
- Marketing - Distribution List
- Marketing - Add To Nurture
- Marketing – Email
- Marketing – Email 2.0
- Marketing – Email Sender
- Marketing – Templates
- Marketing - Nurture Architecture
- CRM
- CRM - Contact Journey
Following these steps should help you diagnose and resolve most issues related to the Sugar Market i-frame within SugarCRM. If you continue to experience difficulties, don’t hesitate to submit a support ticket with the information mentioned at the beginning of this article.