The following PDF Guides are available for Riva Management for GroupWise:

Common Guides

• Riva Setup and Configuration Guide
• Riva Licensing Guide

Riva Policies and Reports

• Riva Managed Policies and Reports Guide and Riva Policies & Reports Support Forum
• Riva Folder Create Guide
• Riva Managed Rules Guide
• Riva Managed Rules Using Variables
• How to use custom variables definitions when running Rules

Riva Managed Applications

• Riva Managed Signatures Guide
• Riva Dynamic Distribution List (DDL) Guide
• Riva Secure Distribution List (SDL) Guide

There are two ways to request support for a Riva issue:

• Request Support is a wizard built into the Riva management application and the Riva CRM Monitor application.  This is the preferred method to report an issue and request support.  Request Support will connect to the Omni support server, create a case, upload your policy config files, license files and recent log files, and notify the support team of the new case.

• Manual method, use if Request Support fails to connect to the Omni support server.

Request Support

The Riva Application and the Riva CRM Monitor both include links to a Request Support wizard.  If you encounter an error, you can click on the "Request Support" link in the menu bar. 

Complete the request submission form and click OK to submit the request.

We ask that you concisely report the error, including the wording of error messages.  All fields with a "*" in the title are mandatory fields that must be completed.  Please ensure that you provide an accurate email address and phone number that Omni support can respond to.

Riva will check the online knowledge base and display a list of knowledge base articles that best match the title and description that is submitted.  Choose one or more links to determine of those articles will provide the information needed to resolve the issue.

If none of the knowledge base articles displayed are helpful, click No, submit request to submit the support request.  The Request Support wizard will:

• connect to the Omni Support Service to open a new support case and assign it to a support staff member.
• attempt to upload a copy of recent log files and the policy configuration files.

Omni support will respond to all received support requests within two business days.

Manual Support Request

You can also submit a support request manually by email to support@omni-ts.com, and include the following information:

1. Your name.
2. Your contact phone number.
3. Your timezone.
4. Priority: Use "Urgent", "High", "Normal" or "Low"
5. Severity: Use "Critical - Service is Failing or not syncing" or "Non-Critical - Some users are still syncing"
6. Subject title of the support request.
7. Description of the problem.  If you see an error, please type the exact wording of the error.  If there is a data sync issue, be specific about the nature of the sync challenge, who it affects, and the subject of the email (if you are trying to AmsrtConvert or AssignTo an email in a drop folder).
8. Attach a ZIP file that contains the following:
   • the CRM sync .policy files from the \Riva\Configuration folder.
   • the entire \Riva\Licenses folder
   • the logs for that last 3 days from the \Riva\Logs folder.
   • user folders for users that are being affected from the \Riva\CRM Integration Logs folder.

Support requests will be examined in order of urgency and severity.  All support requests will be assigned and responded to within two working days.

Applies to:

• Riva application (Riva policies, reports, managed applications, identity integration and CRM integration)
• Riva CRM Monitor application

Background:  In environments where GroupWise is installed exclusively on non-NetWare servers (non-NSS Linux volumes or Windows servers), an empty GroupWise Secondary Domain must be installed on the Riva CRM Integration Server.  This is required to allow Riva connections for GroupWise to create the Trusted Application Key and communicate with the GroupWise domains.  The following steps include links to the appropriate Novell installation and configuration documentation.

Supported Operating Systems:  Windows Server 2003, 2003 R2, 2008, 2008 R2 (x86, X64)

Recommended Steps:

1. Install the latest versions of the Windows Novell client and ConsoleOne application on the Windows Server.
2. Authenticate to the eDirectory tree hosting the GroupWise system as an admin level user.
3. Create a folder in the file system on a local drive on the Windows server to hold the GroupWise Domain files. e.g. C:\GrpWise\<Domain-Name> or D:\GrpWise\<Domain-Name>.
   
4. Start ConsoleOne and create the secondary GroupWise domain. See Creating the New Domain (for GW 7) or Creating the New Domain (for GW 8) for details.  Copy (save) the domain files to the local path created in step 3.
   
5. In ConsoleOne, configure the MTA Agent for the new GroupWise domain. 
   ► For GroupWise 7 refer to Configuring the MTA for the New Domain and Configuring New Agent Objects in eDirectory.
   ► For GroupWise 8 refer to Configuring the MTA for the New Domain and Configuring New Agent Objects in eDirectory.
6. Ensure that the Windows 2003/2008 Server meets the system requirements for installing the MTA agent. 
   ► For GroupWise 7 refer to Agent System Requirements for more information.
   ► For GroupWise 8 refer to Agent System Requirements for more information.
7. Run the Agent Installer program to install the MTA Agent software on the Windows Server.
   ► For GroupWise 7 refer to Windows: Setting Up the GroupWise Agents for detailed instructions.
   ► For GroupWise 8 refer to Windows: Setting Up the GroupWise Agents for detailed instructions.