Create, Test, and Edit a Sugar Connection (Prior to Sugar 7.x)

  • Updated
This article applies to Sugar versions 4.5 through 6.x, which are SOAP-based.
Tip: (Riva 2.4.48 or higher.) You can easily migrate a Sugar connection from SOAP to REST.
(Riva 2.4.46 or higher.) To create a connection to Sugar 7.x or higher from scratch, see Create and test a Sugar 7+ connection.


IMPORTANT NOTICE - Sugar 6.4.0 / 6.4.1 (all editions) are not supported by Riva On-Premise or Riva Cloud due to missing web services functions in those versions of Sugar. SugarCRM has released a patch, version 6.4.2, that re-introduces the missing functionality. An update to the latest release of the Riva server is also required.

The Riva connection to Sugar supports both on-premise and hosted Sugar services like Sugar On-Demand and SuiteCRM On-Premise server (

Requirement: A connection to Sugar that uses the credentials of an admin account that can impersonate the target Sugar user accounts.

  1. Create a Sugar connection.
  2. Test the connection.
  3. Edit the connection.

Step 1: Create a Sugar Connection

  1. Ensure that you have followed one of these procedures: Prepare Sugar for Riva or Prepare SuiteCRM for Riva.

  2. Start the Riva Manager application. On the menu bar, select Setup. In the left pane, select CRM: SugarCRM to open the SugarCRM Wizard.

  3. On the Welcome page, select Next.

  4. Provide the required information:


    • User Name: Provide an admin-level Sugar account that Riva will use to connect to the Sugar system and impersonate the target user accounts.

    • Password: Provide the password for the admin account.

    • Address: Provide the URL link to the Sugar login window, for example,

    • Only sync contacts with "Sync to Outlook" checked: To enable the "Sync to Outlook" filter, select this check box.

    • Use proxy: If proxy options are required for this connection, specify a unique http/s proxy setting.

  5. Select Next.

  6. (Riva 2.4.47 or higher.) On the Additional Connection Options page, optionally select the check box Is the connection user dedicated for synchronization: [user name]. For guidance, see Is the connection user dedicated for synchronization.

  7. On the Successful Connection page, select Finish.

    The Riva Manager application creates a Sugar connection object.

Step 2: Test the Sugar Connection

To confirm that user impersonation is working:

  1. In the Riva Manager application, on the menu bar, select Setup. In the right pane, double-click the SugarCRM connection object.


  2. In the CRM Connection Edit window that appears, select the Connection Test tab, and select Test Connection.

    The Sugar Connection account is tested to ensure that the credentials are correct.

  3. In the Test succeeded message box, select OK.

  4. In the User E-Mail field, enter the user email address for a CRM target user, and select Run Test.

    sugar-conn-test (1).png

    The system tests whether the Sugar connection account is able to impersonate the Sugar target user account.

  5. In the Test succeeded message box, select OK.

  6. Select Cancel to close the window.

Step 3: Edit the Sugar Connection

  1. In the Riva Manager application, on the menu bar, select Setup.

  2. In the right pane, double-click the Sugar connection to open the CRM Connection Edit window.

  3. (Riva 2.4.46 or higher is required for this step.) Optional: On the General page, assign a user-friendly Display Name.

  4. (Riva 2.4.48 or higher is required for this step.) If you want to migrate the connection to REST, do as follows:

    1. If customizations have been applied to the connection, contact the Riva Success Team. If need be, the customizations will be adjusted to work with REST.

    2. On the Options page, select Migrate Connection to REST.


      • The original SOAP connection is backed up.
      • The new REST connection has the same name as the original SOAP connection.
      • All the relevant and applicable options on the original SOAP connection are copied to the new REST connection.
      • The sync can continue normally after saving the connection.
  5. Save the connection.

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