Create a Sync Policy for GroupWise: Riva Cloud

Article ID: 280
Last updated: 23 Mar, 2017

Once the CRM connection and the Email connection are created, you can create, configure and enable a CRM synchronization policy.

Note: This article uses Sugar for an example, but it applies to all supported CRM solutions. The screen shot for Step 3 may be slightly different, because only those options available in your CRM will be shown.

Select the Configure Policy link to open a multi-tabbed policy configuration page where you will perform the following work.

To configure the GroupWise sync policy:

  1. Configure Historic Item Filtering.
  2. Confirm your Workday Interval sync schedule.
  3. Determine which data will synchronize.
  4. Configure options for SmartConvert.
  5. Configure options for AssignTo.
  6. Enable the sync policy.

Step 1: Configure Historic Item Filtering

Under the General tab, ensure that the Enabled check box is cleared (= not selected). You need to leave the policy disabled until all the configuration work is completed.

Under Historic Item Filtering, click the calendar button beside the Sync Start Date and choose the desired sync start date.  This defines how far into the past to check for active items to sync during the initial synchronization.  Riva Live will create a copy of Contacts, open calendar items, and uncompleted tasks that have been created or modified since the sync start date and today.  NOTE:  For trial licenses, you are limited to a sync start date of 15 days into the past.  Once you are fully licensed, you can modify the sync start date to an earlier date if desired.

Step 2: Confirm Your Workday Interval Sync Schedule

Under the Schedule tab, you can modify the synchronization intervals for "peal" and "off-peak" hours.  The defaults are every 5 minutes for "peak" and every 15 minutes for "off-peak".  Reset those times to best reflect your requirements.  If your hosted Email or CRM services charge for data throughput, you will want to increase the intervals to reduce the number of times a full synchronization is scheduled.

In addition, ensure that you set the proper local time zone for your account.

Step 3: Determine Which Data Will Synchronize

Under the Synchronization tab, you will set the category and module options.  The Category name is used to identify items that originate from and need to be synchronized with the CRM. In GroupWise, an address book using the category name will be created for contacts, for example SugarCRM and another address book will be created for leads, for example SugarCRM | Leads. A child calendar will be created for appointments, phone calls and tasks, for example a SugarCRM child calendar will be created. The Category name cannot be changed once the policy has been saved.

Select (check) the modules to enable CRM <> Email data synchronization.  Items will be synchronization based on:

  • Address books (contacts, leads and organizations) can be filtered by:
    • by security - uses the security rules of the CRM.  If the user can see the item in the CRM, then the corresponding item will be synchronized to GroupWise.  If the user can modify the item in the CRM, then a change to the item in GroupWise will synchronize back to the CRM.
    • by ownership - uses ownership or assignment of the item.  In this case, only those address book items that the user owns or are assigned to the user in the CRM, will be synchronized to the GroupWise address book (even if the user can see the item in the CRM).
  • Calendar items are synchronized based on the items status (must be active or open) and must have been created or modified on or after the initial sync start date (see Step 1 above).
  • Other items are synchronized based on ownership or assignment and status (must be active or open), and on specific "SmartConvert" or "Assign To" filter options.

Do not check data that you do not want to synchronize to your GroupWise account.  You can change any of the module selection settings at a later date.

Step 4: Configure Options for SmartConvert

Under the SmartConvert tab, to enable and configure your ability to create new "other" items by linking or moving an email item to a corresponding "Create New" folder.  You can create a new opportunity, case, project or quote using the source email.  SmartConvert will check to see if an account (uses email domain name) and contacts (uses email address) exists for the email addressees in the email.

  • check Enable SmartConvert to turn this feature on.
  • check Ignore CC and BCC fields to ensure that the new item created in the CRM is not linked to accounts and contacts of CC and BCC addressees.
  • check Only convert if at least one Contact can be assigned will prevent a new CRM item from being created unless at least one addressee in the email can be matched to an existing contact in the CRM.

Additional creation filters exist:

  • check Disable all contacts and account creation to only prevent creating any new accounts or contacts if a match for the email addressees cannot be found in the CRM contacts.  In this case the item will not be created in the CRM.  This forces the user to create the account and contact in the CRM first.
  • add domain names to add to the filter, e.g. @gmail.com.  This prevents the creation of accounts and contacts for any domains included in the filter.  We recommend adding domain names of common generic online email services like Google Mail, Yahoo Mail, Live.com (hotmail), and your own company email domain.

Step 5: Configure Options for AssignTo

The Assign To feature will provide you with the ability to use drag and move or drag and link to archive emails to "other" items like Cases, Opportunities, Projects, or Quotes.

Under the Assign To tab, check the Enable Assign To option.

If enabled, individual "drop folders" will be created for the most current cases, opportunities, projects and quotes (based on which modules you enabled under the "Synchronization" tab (see Step 3 above).  There are three options for managing those "drop folders":

  • Maximum number of tracked items - defines the maximum number of drop folders created (maximum allowed is 99 folders).  If there are more current items than what is configured as the maximum (e.g. you have 44 open cases but set this value to 30), the oldest drop-folder will be removed from your GroupWise client and replaced with the newest or newest revised drop folder.  This has no affect on the actual item in the CRM.  Age of the item is based on the last modified (saved) date of the item.
  • Maximum age of tracked items - defines the maximum age an item can be before Riva CRM will remove the drop folder from your GroupWise client (maximum allowed is 99 days).  Even if you have not reached the maximum number of allowed drop folders, a drop folder will be removed once it reaches the maximum age.  Set this value to equal the average span for your sales cycle (e.g. if your sales cycle is normally 45 days, set this value to 45).  You can re-add a drop folder by opening the corresponding item in your CRM and saving it.  That will modify the last modified date for the item and restart the age tracking for it.  Age of the item is based on the last modified (saved) date of the item.
  • Sort Options - you can choose to list drop-folders of the same type by date modified or alphabetically.

Step 6: Enable the Synchronization Policy

Before enabling the policy, we recommend that you review all of the settings and options for all the tabs.  Some settings cannot be changed once the policy has been enabled.

To enable the policy, check the Enabled option under the general tab and click OK.

Your browser refreshes and shows that your policy has been enabled.

Wait for up to four hours for the initial synchronization to occur in the GroupWise client.



Article ID: 280
Last updated: 23 Mar, 2017
Revision: 5
Views: 7003
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