Fanatically Zen with SugarCRM and Zendesk

by Fanatical Labs

Empower your support and sales teams with clear visibility to the right data, right when they need it. With the Zendesk and Sugar integration, your teams will be able to stay up-to-date on all relevant records whether they're working in Zendesk or SugarCRM. Created by Fanatical Labs, 2023 SugarCRM Partner Award Winner.

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#2417 - Also cant see Sugar contacts in Zendesk

Closed General Question created by Kevin Mallon 8 years ago

Hi,

I am unable to view Sugar contacts in the Zendesk application. This feature was originally working although I'm not sure when it 'failed'. I am confident the login details are correct. What can I do to debug the problem ?

The Sugar application is hosted so it is possible something has changed on the Sugar side (firewall?).

I am able to view Zendesk tickets in Sugar.

Thanks Kevin

  1. chad member avatar

    Chad Hutchins

    8 years ago

    Hi Kevin, I think all you need to do is update the Sugar side of the integration. There was a new version of our Zendesk integration that was released (on the Zendesk side) which you would have been automatically upgraded to in Zendesk. You will now need to install the latest Sugar package so that it can properly communicate with Zendesk. After doing this, the Zendesk side should be able to display the Sugar contacts.

    You can find the latest package on your orders page here: https://www.sugaroutfitters.com/orders

    Download the package, go to Sugar > Admin > Module Loader and upload and install the new package (do not uninstall the old package). Be sure to go to Step 3 of the configuration steps and click the "connect to Zendesk" button to re-establish the connection.

    Give this a try and let us know if it works. Thanks!

  2. chad member avatar

    Chad Hutchins

    8 years ago

    Hi Kevin, were you able to upload/install the latest Sugar package? Did that do the trick?

  3. kevin1 member avatar

    Kevin Mallon

    8 years ago

    Hi Chad,

    Sorry for taking so long to get back to you. The 'module install process' on Sugar seems to stall at 'Rebuilding metadata for clients...'

    80%

    Display Log Installing administration extension Installing Language Packs Rebuilding Language...en_us Rebuilding ActionViewMap... Rebuilding ActionFileMap... Rebuilding ActionReMap... Rebuilding Administration... Rebuilding Dependencies... Rebuilding EntryPointRegistry... Rebuilding Extensions... Rebuilding FileAccessControlMap... Rebuilding Layoutdefs... Rebuilding GlobalLinks... Rebuilding LogicHooks... Rebuilding TinyMCE... Rebuilding Menus... Rebuilding Include... Rebuilding ScheduledTasks... Rebuilding ScheduledTasks... Rebuilding UserPage... Rebuilding Utils... Rebuilding Vardefs... Rebuilding JSGroupings... Rebuilding WirelessModuleRegistry... Rebuilding WirelessLayoutdefs... Rebuilding TableDictionary... Rebuilding metadata for clients...

    • chad member avatar

      Chad Hutchins

      8 years ago

      Hi Kevin, no worries, thanks for the info.

      I just want to be sure, did you download and install the latest package that is on your orders page: https://www.sugaroutfitters.com/orders

      A couple things to try:

      1) Please try reinstalling the module again. Sometimes Sugar can be weird and installation will fails sometimes and other times it will not. Let me know if you get stuck at the same spot.

      2) Please email me a copy of your SugarCRM log file. Send it to support@sugaroutfitters.com. You can find the log fie if you go to Sugar > Admin > System Settings, scroll to the bottom and click view log, then click "All". Please send me everything that is on the page.

      Thanks!

  4. kevin1 member avatar

    Kevin Mallon

    8 years ago

    Hi Chad,

    I've tried quite a few times and install continues to stop at the same page.

    N.B. Our current version is Version 7.7.0.0

    Here's a copy of the log file:

    All Mark Point Refresh From Mark Next>>

    Search: Reg Exp:
    Ignore Self: Displaying Log Your process ID [1054] Your IP Address is 203.173.211.205 Sat Aug 20 07:53:25 2016 [15181][c21c853a-4a2d-71d6-668a-577190b1c837][FATAL] Elasticsearch request failure: MapperParsingException[Analyzer [gs_analyzer_string] not found for field [gs_string]] Sat Aug 20 07:53:25 2016 [15181][c21c853a-4a2d-71d6-668a-577190b1c837][FATAL] Exception in Controller: exception 'Elastica\Exception\ResponseException' with message 'MapperParsingException[Analyzer [gs_analyzer_string] not found for field [gs_string]]' in /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/vendor/ruflin/elastica/lib/Elastica/Transport/Http.php:145 Stack trace:

    0 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/vendor/ruflin/elastica/lib/Elastica/Request.php(167): Elastica\Transport\Http->exec(Object(Elastica\Request), Array)

    1 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/vendor/ruflin/elastica/lib/Elastica/Client.php(587): Elastica\Request->send()

    2 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/src/Elasticsearch/Adapter/Client.php(275): Elastica\Client->request('01c32104e01bedf...', 'PUT', Array, Array)

    3 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/vendor/ruflin/elastica/lib/Elastica/Index.php(445): Sugarcrm\Sugarcrm\Elasticsearch\Adapter\Client->request('01c32104e01bedf...', 'PUT', Array, Array)

    4 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/vendor/ruflin/elastica/lib/Elastica/Type.php(512): Elastica\Index->request('FanaticalZendes...', 'PUT', Array, Array)

    5 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/vendor/ruflin/elastica/lib/Elastica/Type/Mapping.php(254): Elastica\Type->request('_mapping', 'PUT', Array)

    6 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/src/Elasticsearch/Index/IndexManager.php(365): Elastica\Type\Mapping->send()

    7 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/src/Elasticsearch/Index/IndexManager.php(315): Sugarcrm\Sugarcrm\Elasticsearch\Index\IndexManager->sendMapping(Object(Elastica\Type\Mapping))

    8 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/src/Elasticsearch/Index/IndexManager.php(216): Sugarcrm\Sugarcrm\Elasticsearch\Index\IndexManager->createIndices(Object(Sugarcrm\Sugarcrm\Elasticsearch\Index\IndexCollection), Object(Sugarcrm\Sugarcrm\Elasticsearch\Analysis\AnalysisBuilder), Object(Sugarcrm\Sugarcrm\Elasticsearch\Mapping\MappingCollection), false)

    9 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/src/Elasticsearch/Index/IndexManager.php(131): Sugarcrm\Sugarcrm\Elasticsearch\Index\IndexManager->syncIndices(Array, false)

    10 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/src/SearchEngine/Engine/Elastic.php(113): Sugarcrm\Sugarcrm\Elasticsearch\Index\IndexManager->addMappings(Array)

    11 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/ModuleInstall/ModuleInstaller.php(3391): Sugarcrm\Sugarcrm\SearchEngine\Engine\Elastic->addMappings(Array)

    12 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/ModuleInstall/ModuleInstaller.php(170): ModuleInstaller->setup_elastic_mapping()

    13 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/modules/Administration/UpgradeWizard_commit.php(369): ModuleInstaller->install('cache/upgrades/...', true, '1.0.1b')

    14 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/include/MVC/View/SugarView.php(544): require_once('/srv/sugarcrm/p...')

    15 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/include/MVC/View/views/view.classic.php(45): SugarView->includeClassicFile('modules/Adminis...')

    16 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/include/MVC/View/SugarView.php(142): ViewClassic->display()

    17 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/include/MVC/Controller/SugarController.php(339): SugarView->process()

    18 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/include/MVC/Controller/SugarController.php(287): SugarController->processView()

    19 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/include/MVC/SugarApplication.php(162): SugarController->execute()

    20 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/index.php(27): SugarApplication->execute()

    21

    Sat Aug 20 07:59:16 2016 [15181][c21c853a-4a2d-71d6-668a-577190b1c837][FATAL] Elasticsearch request failure: MapperParsingException[Analyzer [gs_analyzer_string] not found for field [gs_string]] Sat Aug 20 07:59:16 2016 [15181][c21c853a-4a2d-71d6-668a-577190b1c837][FATAL] Exception in Controller: exception 'Elastica\Exception\ResponseException' with message 'MapperParsingException[Analyzer [gs_analyzer_string] not found for field [gs_string]]' in /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/vendor/ruflin/elastica/lib/Elastica/Transport/Http.php:145 Stack trace:

    0 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/vendor/ruflin/elastica/lib/Elastica/Request.php(167): Elastica\Transport\Http->exec(Object(Elastica\Request), Array)

    1 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/vendor/ruflin/elastica/lib/Elastica/Client.php(587): Elastica\Request->send()

    2 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/src/Elasticsearch/Adapter/Client.php(275): Elastica\Client->request('01c32104e01bedf...', 'PUT', Array, Array)

    3 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/vendor/ruflin/elastica/lib/Elastica/Index.php(445): Sugarcrm\Sugarcrm\Elasticsearch\Adapter\Client->request('01c32104e01bedf...', 'PUT', Array, Array)

    4 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/vendor/ruflin/elastica/lib/Elastica/Type.php(512): Elastica\Index->request('FanaticalZendes...', 'PUT', Array, Array)

    5 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/vendor/ruflin/elastica/lib/Elastica/Type/Mapping.php(254): Elastica\Type->request('_mapping', 'PUT', Array)

    6 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/src/Elasticsearch/Index/IndexManager.php(365): Elastica\Type\Mapping->send()

    7 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/src/Elasticsearch/Index/IndexManager.php(315): Sugarcrm\Sugarcrm\Elasticsearch\Index\IndexManager->sendMapping(Object(Elastica\Type\Mapping))

    8 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/src/Elasticsearch/Index/IndexManager.php(216): Sugarcrm\Sugarcrm\Elasticsearch\Index\IndexManager->createIndices(Object(Sugarcrm\Sugarcrm\Elasticsearch\Index\IndexCollection), Object(Sugarcrm\Sugarcrm\Elasticsearch\Analysis\AnalysisBuilder), Object(Sugarcrm\Sugarcrm\Elasticsearch\Mapping\MappingCollection), false)

    9 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/src/Elasticsearch/Index/IndexManager.php(131): Sugarcrm\Sugarcrm\Elasticsearch\Index\IndexManager->syncIndices(Array, false)

    10 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/src/SearchEngine/Engine/Elastic.php(113): Sugarcrm\Sugarcrm\Elasticsearch\Index\IndexManager->addMappings(Array)

    11 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/ModuleInstall/ModuleInstaller.php(3391): Sugarcrm\Sugarcrm\SearchEngine\Engine\Elastic->addMappings(Array)

    12 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/ModuleInstall/ModuleInstaller.php(170): ModuleInstaller->setup_elastic_mapping()

    13 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/modules/Administration/UpgradeWizard_commit.php(369): ModuleInstaller->install('cache/upgrades/...', true, '1.0.1b')

    14 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/include/MVC/View/SugarView.php(544): require_once('/srv/sugarcrm/p...')

    15 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/include/MVC/View/views/view.classic.php(45): SugarView->includeClassicFile('modules/Adminis...')

    16 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/include/MVC/View/SugarView.php(142): ViewClassic->display()

    17 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/include/MVC/Controller/SugarController.php(339): SugarView->process()

    18 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/include/MVC/Controller/SugarController.php(287): SugarController->processView()

    19 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/include/MVC/SugarApplication.php(162): SugarController->execute()

    20 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/index.php(27): SugarApplication->execute()

    21

    Sat Aug 20 08:06:09 2016 [30254][c21c853a-4a2d-71d6-668a-577190b1c837][FATAL] Elasticsearch request failure: MapperParsingException[Analyzer [gs_analyzer_string] not found for field [gs_string]] Sat Aug 20 08:06:09 2016 [30254][c21c853a-4a2d-71d6-668a-577190b1c837][FATAL] Exception in Controller: exception 'Elastica\Exception\ResponseException' with message 'MapperParsingException[Analyzer [gs_analyzer_string] not found for field [gs_string]]' in /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/vendor/ruflin/elastica/lib/Elastica/Transport/Http.php:145 Stack trace:

    0 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/vendor/ruflin/elastica/lib/Elastica/Request.php(167): Elastica\Transport\Http->exec(Object(Elastica\Request), Array)

    1 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/vendor/ruflin/elastica/lib/Elastica/Client.php(587): Elastica\Request->send()

    2 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/src/Elasticsearch/Adapter/Client.php(275): Elastica\Client->request('01c32104e01bedf...', 'PUT', Array, Array)

    3 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/vendor/ruflin/elastica/lib/Elastica/Index.php(445): Sugarcrm\Sugarcrm\Elasticsearch\Adapter\Client->request('01c32104e01bedf...', 'PUT', Array, Array)

    4 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/vendor/ruflin/elastica/lib/Elastica/Type.php(512): Elastica\Index->request('FanaticalZendes...', 'PUT', Array, Array)

    5 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/vendor/ruflin/elastica/lib/Elastica/Type/Mapping.php(254): Elastica\Type->request('_mapping', 'PUT', Array)

    6 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/src/Elasticsearch/Index/IndexManager.php(365): Elastica\Type\Mapping->send()

    7 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/src/Elasticsearch/Index/IndexManager.php(315): Sugarcrm\Sugarcrm\Elasticsearch\Index\IndexManager->sendMapping(Object(Elastica\Type\Mapping))

    8 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/src/Elasticsearch/Index/IndexManager.php(216): Sugarcrm\Sugarcrm\Elasticsearch\Index\IndexManager->createIndices(Object(Sugarcrm\Sugarcrm\Elasticsearch\Index\IndexCollection), Object(Sugarcrm\Sugarcrm\Elasticsearch\Analysis\AnalysisBuilder), Object(Sugarcrm\Sugarcrm\Elasticsearch\Mapping\MappingCollection), false)

    9 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/src/Elasticsearch/Index/IndexManager.php(131): Sugarcrm\Sugarcrm\Elasticsearch\Index\IndexManager->syncIndices(Array, false)

    10 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/src/SearchEngine/Engine/Elastic.php(113): Sugarcrm\Sugarcrm\Elasticsearch\Index\IndexManager->addMappings(Array)

    11 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/ModuleInstall/ModuleInstaller.php(3391): Sugarcrm\Sugarcrm\SearchEngine\Engine\Elastic->addMappings(Array)

    12 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/ModuleInstall/ModuleInstaller.php(170): ModuleInstaller->setup_elastic_mapping()

    13 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/modules/Administration/UpgradeWizard_commit.php(369): ModuleInstaller->install('cache/upgrades/...', true, '1.0.1b')

    14 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/include/MVC/View/SugarView.php(544): require_once('/srv/sugarcrm/p...')

    15 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/include/MVC/View/views/view.classic.php(45): SugarView->includeClassicFile('modules/Adminis...')

    16 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/include/MVC/View/SugarView.php(142): ViewClassic->display()

    17 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/include/MVC/Controller/SugarController.php(339): SugarView->process()

    18 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/include/MVC/Controller/SugarController.php(287): SugarController->processView()

    19 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/include/MVC/SugarApplication.php(162): SugarController->execute()

    20 /srv/sugarcrm/powergenius.sugar.cloudtech.co.nz/index.php(27): SugarApplication->execute()

    21

    • chad member avatar

      Chad Hutchins

      8 years ago

      That's really strange. It looks like there is an error somewhere else in the module installing process and not necessarily our package that is being installed.

      I'm going to reach out over email for more details. We can take the conversation there for now. Thanks!

  5. chad member avatar

    Chad Hutchins

    8 years ago

    I wanted to followup on this case. It looks like the error was related to an ElasticSearch issue on this particular Sugar instance. Once that issue was cleared up, the Zendesk integration worked well. Here are more details about the elasticsearch error: https://community.sugarcrm.com/thread/28425

    I'm closing out this case. Let us know if you need anything else. Thanks!

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