The Riva "Lost & Found" Folder
The "Lost and Found" folders that are created in the Address Book, Calendar and Tasks folders hold items that are detected as conflicts during an account initialization or re-initialization.
The conflicts are detected during one of two processes:
- During a first sync, any items with a category set to the same value as the synchronization policy. Since Riva did not synchronize these items from the CRM (this is a first sync), Riva moves the items to the "Lost & Found" to avoid creating unwanted or duplicate contacts in the CRM. This can often happen when an existing CRM plugin was used.
- During an account re-initialize, any items that have a category set with the same value as the synchronization policy and have been modified or created since the last time the synchronization process ran. An example would be if Riva was stopped for a user, but the user kept setting the sync category. Those new items would not have been synchronized. To avoid deleting data, those items are moved to the "Lost & Found"
How Re-initialization Works
Note: Riva Live users must contact Omni technical support to request a re-initialization.
"Re-initialize" can be intrusive as it deletes contacts, leads, and calendar items from the users mailbox and re-creates them based on the latest copies of the data in the CRM. A re-initialize does not change the data in the CRM, only the data that Riva copied into the email account.
Before Riva performs a delete, it will ensure that the re-initialize process does not delete any contacts, leads, or calendar items items that have been modified by the user. Any items that have been modified or created since Riva last synchronized and that have not yet synchronized to the CRM are considered "conflicts" and get moved to the "Lost & Found" folder to avoid any data loss.
What the User Should Do
Users should only ever see a couple items in the "Lost & Found" folder during a re-initialize; ideally the creation of this folder should never be needed. Riva will only create the folder to protect against deleting any data that might not have made it to the CRM or creating duplicates of existing CRM items from another synchronization tool.
The user can then compare the items in the "Lost and Found" folder against the CRM and decide what needs to happen.
The user can choose to move the item back to the address book or calendar, and the new item will be synchronized to the CRM on the next sync cycle, or the item can be deleted from the "Lost & Found" folder.
Applies To
- Riva Integration Server for Exchange
- Riva Integration Server for GroupWise
- Riva Live (Exchange email accounts)
