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  • Wiki Page: 636-16827 - HOWTO: Find companies with duplicate entries

    Summary: This is a general description as to how to identify the source of duplicate companies returned when doing a Company search. NOTE - Although this will help identify the possible causes of duplication, this will not cover all the reasons for it and you may still have duplicate entries even if...
  • Wiki Page: 636-16832 - How to: Replace 0 values with empty spaces in reports exported to Excel

    Summary: When exporting a report to Excel or CSV, zero values for numeric fields will be represented as the number 0 (screenshot below). A customer had a requirement to that these fields not be populated when the valuie was zero. Steps to Follow: 1. Exporting The Report 1.1 Go the the required report...
  • Wiki Page: 608-16580 - Cannot select existing Microsoft SQL Server instance during installation

    Summary: When installing SageCRM, the option "Existing Microsoft SQL Server" may not be available. This solution discusses how to install Microsoft (MS)SQL client tools on the application server in order to connect to a separate database server. You can install MS SQL Client Tools from the...
  • Wiki Page: 608-16540 - Howto: Add a searchable custom field in SageCRM

    Summary: While Sage CRM has a large number of useful fields against Companies, People, etc, what's available may not exactly suit your needs. This article describes how you can add your own custom, searchable field to Sage CRM. More information: Creating a custom field for the company entity To add...
  • Wiki Page: 608-16535 - Contacts will not sync from CRM to Outlook

    Summary: When using the Outlook plugin, tasks and appointments will sync between CRM and Outlook. However, an issue may occur whereby contacts will not sync to Outlook after adding them to CRM, unless a Sync Info Reset is performed in the Outlook plugin. Resolution: This may be happening if the Timezone...
  • Wiki Page: 492-16866 - Setting screen focus at the top of a list

    Summary: When using a low screen resolution (800x600) and a gridsize higher than 10 (i.e. 25), the focus for UserContactList (MyCRM -> Contacts) will scroll down to the last row of the grid. Symptoms: The customer wanted the focus set to the top of the grid. Work around / Resolution: There’s...
  • Wiki Page: 632-16752 - An unexpected event has occured when editing opportunities

    Summary: Customer made a new quote and was trying to edit/delete them. When the opportunity was clicked, the error message appears: "An Unexpected event has occured" There was a field included in the opportunity status box table that was not getting a value and was not needed. Resolution: 1...
  • Wiki Page: 492-17067 - Adding hyperlinks to WWW URLs in email templates

    Summary: By default WWW URL fields added to an email template will not be hyperlinked. The article describes a number of methods of adding hyperlinks to these fields in email templates. More information: Normally, if a WWW URL field (such as comp_website) is added to an email template, it will appear...
  • Wiki Page: 608-17093 - Adding recipients to emails: Too many records

    Summary: The following message may be displayed when attempting to add a recipient to an email from a user picker: Too many records The message will normally appear when you have a large number of active users (50+). The search function operates as expected, however displaying the full list of user records...
  • Wiki Page: 492-17225 - Tool: Base64 encoder

    Summary: When working with Sage CRM, you may find that you have need for a Base64 encoder / decoder. While these tools are readily available online, concerns may be raised as to whether or not these tools store the decoded information. Since Base64-encoding is typically used for usernames and passwords...
  • Wiki Page: 636-17329 - How To: Add a scrollbar to ipad communication screen for viewing emails

    Summary: This is a fix for a bug where if someone is using a tablet and there is a long email on a communication, they cannot scroll down. Symptoms: If the email is long, the screen will not scroll and the bottom of the email will be cut off, as well as the communications options box. Workaround: Follow...
  • Wiki Page: 632-17360 - Sage CRM Interactive Dashboard Support Guide

    Interactive Dashboard Support Guide Contents Introduction Background Installation Prerequisites Installations Database Settings Network Configuration Internet Settings Windows Operating Environments Integration Common Errors & Recommendations Troubleshooting Troubleshooting Tests HTTP Request errors...
  • Wiki Page: 660-17541 - Prerequisites for deleting a company

    Summary: CRM has some built in rules that stop you from deleting Companies that have outstanding actions against them. Resolution: Below is a complete summary of those rules. You can delete a company if it has: No Communications with status = 'Pending' No Oppos with status 'In Progress'...
  • Wiki Page: 660-17543 - How to stop Appointments from syncing with Outlook

    Summary: It is possible to control the flow of Task and Appointment records, between CRM and Outlook, in both directions: in Administration -> Users -> User Configuration , the 'One Way Synchronisation' option can be set to 'No', 'From Outlook to CRM only' or 'From CRM...
  • Wiki Page: 632-17586 - Schema checks for troubleshooting issues with Tomcat features in Sage CRM

    Summary: Below is the schema checks that should be carried out if you are troubleshooting issues with the Tomcat features of Sage CRM, like interactive dashboards or the mail merge feature. Explanation of terms in the schema checks: <server> refers to the server name that CRM is setup on eg STL0001...
  • Wiki Page: 492-17545 - Tool: URL Compare - translating Sage CRM URL key values

    Summary: Sage CRM uses URL keys to define the system context. By this we mean the main entity type, as well as the individual entity record, and any secondary entity records that are currently being accessed by a user. A full description of how this works within the product is available here . Developers...
  • Wiki Page: 720-18175 - Identity value jumps when SQL Server restarts

    Summary: Identity value jumps when SQL Server restarts Version: SQL Server 2012 Issue: When you restart SQL Server instance then the value of table's Identity column jumps and the actual jumped value depends on identity column data type. If it is integer (int) data type, then jump value is 1000 and...
  • Wiki Page: 720-18191 - Delete and ReAdd Relationships Tab

    Summary: Delete and Re-Add Relationships Tab in Opportunity Screen or Any other Entity. Steps to Delete the Relationships tab: To delete Relationships tab, Please follow below steps: 1. Click <My Profile> | Administration | Customization | <Entity>. 2. Click Tabs. 3. Open the Tab Group Name...
  • Wiki Page: 710-18206 - The dashboard has experienced a problem - Could not open connection

    Summary : User is receiving error message from Interactive Dashboard " The dashboard has experienced a problem" More info: In logs we can see that issue is with connection between Webapp and Sql server: Apr 06, 2017 8:24:18 AM org.apache.catalina.core.ApplicationContext log SEVERE: StandardWrapper...
  • Wiki Page: 720-18200 - Change interval of Quick Add Appointments

    Summary: Change interval of Quick Add Appointments Description: If you want to change the default interval of 30 minutes to your desired interval. Please follow the below steps: 1. Go to Administration > Customisation > Communication 2. Click on Screen tab 3. Choose ‘Communication Task Filter...
  • Wiki Page: 720-18207 - Set New Person as Default Person for Company

    Summary: Set New Person as Default Person for Company Description: 1. Go to Administration > Customisation > Person 2. Choose Screens and open ‘Person Entry Screen’ 3. Add the below code in Custom Content <script> crm.ready(function() { var actionId = crm.getArg("Act"...
  • Wiki Page: 720-18212 - Changing the Default Page for Mobile

    Summary: Changing the Default Page for Mobile from Calendar to Opportunity list. Symptoms: When we open the Sage CRM mobile app, the default screen comes out to be is Calendar. Resolution: You can customise the code to see the Opportunity list as Default screen. For that, you have to take below steps...
  • Wiki Page: 710-18216 - Exporting to Excel - Unsupported major.minor version

    Summary: User is receiving error when exporting to Excel file. Symptoms: User is receiving error when exporting to Excel, dashboard and exporting to PDF is working fine. In logs you can see error: Unsupported major.minor version Cause: Basically it means that JRE version is not supported. Verify if JRE...