Sage CRM 2019 R1: Planning your upgrade & changes in supported software

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Sage CRM 2019 R1: Planning your upgrade & changes in supported software

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The upgrade path for Sage CRM 2019 R1 is clear. Customers are supported in their upgrades from Sage CRM 7.3 sp3 onwards.

You can use the Sage CRM 2019 R1 installation package to upgrade from versions 2018 R3, 2018 R2, 2018 R1, 2017 R3, 2017 R2, 2017 R1, and 7.3 SP3.

Customers on earlier versions of Sage CRM must therefore first upgrade to one of the versions listed above.

It is important to note and understand the support cycle for each version.

We strongly advise that colleagues and partners should engage with customers on older versions of the product that are now out of support to encourage them to upgrade.

Although long tail upgrade paths can be off-putting it is not as bad as it looks. Moving a customer from Sage CRM 7.1 to Sage CRM 2019 R1 will open new features for the customer and give them a much better experience and so should be a highly desirable object for the customer - but it should not represent too difficult a journey.

A customer using 7.1 would need to upgrade to 7.2 via 7.1 SP1 or SP2. But once on 7.2, you can upgrade to Sage CRM 7.3 SP3 without any patch being applied and from there you can jump to Sage CRM 2019 R1.

Whatever your starting point Sage provides a series of resources to help the upgrade. These include:

  • The Sage CRM Upgrade Guide for the target version. This is now in the System Administration Guide.
  • The Version Release notes. And if necessary the patch notes as well.
  • You will need the Software Support Guide (also known as the support matrix).
  • Database Investigation Scripts to make sure that you understand the customizations that have taken place in the system to be upgraded.
  • The appropriate “What’s New Guides” to make sure you understand how the features have changed in the new version.
  • And System Specific Documentation that describes the customized behaviour of the system to be upgraded.

You will also need to make sure that you have the Licenses you will need. You will need a trial license for the test environment and an upgrade license for the target version. That’s the version to which you are upgrading.

We have made some changes to improve the upgrade experience in Sage CRM 2019 R1. There are improved warnings about missing objects and an ability to keep upgrade log history.

Occasionally when a site was upgraded from 7.3c it may find the definition of a screen object was missing from the metadata (for example the EmarketingMailChimpEditScreen might be absent).

The upgrade scripts in version prior to 2018 had added a check that verified the existing tables and object integrity and alerts the person about the issues found.

This warning about missing objects has been updated in 2019 R1 to restrict the information about missing database tables and views to only those that relate to the MailChimp Integration. Previously the warning listed all missing custom screen objects including those not in use, which may have caused confusion.

As you can see on the screenshot above the Setup now appends the _<timestamp> suffix to the folders containing logs from the previous Sage CRM upgrade. This allows system administrators to maintain the complete upgrade log history. Previously the Setup kept logs for the last upgrade only, older upgrade logs were automatically overwritten.

Changes to Software

As a general rule, we only support products that themselves enjoy mainstream support from their manufacturers. This means that our software inevitably changes over time.

We need to consider the changes in supported software. This affects not just the servers but also the devices that are used to access integrated Sage CRM.

There has been a small change in the testing of Android Mobile devices with support for using the desktop and mobile been added for Android 7.0 ‘Nougat’ while testing on Android 5.0 ‘Lollipop’ was dropped.

Connection with Exchange servers using Transport Layer Security has been tested on TLS 1.2 & 1.1.
(TLS 1.3 isn’t yet supported by Microsoft.)

If you are using application virtualization software then please note that the test version for Citrix XenApp has changed. We have stopped testing on Citrix XenApp 7.15 in favour of 7.18.

I hope this is of help as you plan your upgrade.

  • Hi Jeff. If you've got a CRM 7.3 SP3 integrated with Sage 300 2014. What would be the major steps for integrated upgrade to Sage CRM 2019 with Sage 300 2019?

  • Danny

    I don't know the Sage 300 integration well enough.  But your local Sage team will have a guide for this.  The integration changed in Sage CRM 2018 R3 and Sage 300 2019 and removed any dependency on ASP pages or calls to deprecated technology such as the Orion Portal. Instead, the integration uses the Sage 300cloud Web Screens and Sage 300cloud Web API.

    There should be a upgrade steps available that takes into account the change in the technology and the eventual need to resynchronise the tables.