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

Riva Management for GroupWise is supported up to GroupWise 2012

Common Guides

• Riva for GroupWise management Setup and Configuration Guide - Riva supports GroupWise 7.0.3, GroupWise 8 and GroupWise 2012.
• 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 (this document describes using a var-description variable which is now replaced with using custom variables instead.  Refer to instructions in next link for defining custom 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

If you have questions about Riva On-Premise or an issue to report, you can

• leave us a message on our secure Help web page: This is the preferred method. It creates a support ticket in our ZenDesk ticket system, and a Riva Success Agent will reply shortly. If you have logged an issue, the agent may ask you for some log and config files.
  
  – or –

• send us an email: This manual method is used if problems occur with our Help web page.
   

For more information, see Riva On-Premise Support and Professional Services.

Email Used to Request Support

If you encounter problems with our Help web page, request support manually by sending an email to support@rivacrmintegration.com with the following information:

• Your name.
• Your contact phone number.
• Your time zone.
• Priority: Use "Urgent", "High", "Normal", or "Low".
• Severity: Use "Critical: Service is failing or not syncing" or "Non-Critical: Some users are still syncing".
• Subject title of the support request.
• 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 is affected, and the subject of the email (if you are trying to SmartConvert or AssignTo an email in a drop folder).
• A ZIP file that contains the following:
  • the sync .policy files from the Riva\Configuration folder¹;
  • the entire Riva\Licenses folder;
  • the log of the error(s) you have been receiving — the log is found in the Riva\Logs folder;
  • the entire Riva\Custom folder, if it exists; and
  • the user folders for users that are being affected from the Riva\CRM Integration Logs folder.
     

Note 1. If you are unsure of the location of the Riva installation folder, follow this procedure:

To find the Riva installation folder:

1. Open the Riva Manager application.

2. In the top left of the application, double-click the Riva logo.

3. In the top right of the About Riva window, double-click the version number.

   The contents of the Riva installation folder appear in Windows Explorer.

Support requests are examined in order of urgency and severity. All support requests are responded to as soon as possible.

Deprecated: the Automated Request Support Wizard

In Riva On-Premise 2.4.43.37990 or earlier, a request support wizard was available. It is deprecated. Please use our Help web page instead.

In Riva 2.4.43.38094, the wizard was retired.

In Riva 2.4.43.38094 or higher, if on the Riva menu, you select Support and then choose Request Support, our Help web page appears.

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 On-Premise server. This is required to allow Riva connections for GroupWise to create the Trusted Application Key and communicate with the GroupWise domains. The following procedure includes links to the appropriate Novell installation and configuration documentation.

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

Recommended Procedure

1. On the Windows Server, install the latest versions of the Windows Novell client and ConsoleOne application.

2. Authenticate to the eDirectory tree hosting the GroupWise system as an admin level user.

3. In the file system on a local drive on the Windows server, create a folder to hold the GroupWise Domain files, for example C:\GrpWise\<Domain-Name> or D:\GrpWise\<Domain-Name>.

4. Start ConsoleOne, and create the secondary GroupWise domain. Copy (save) the domain files to the local path created at step 3.

   • For GroupWise 7, see Creating the New Domain.
   • For GroupWise 8, see Creating the New Domain.
   • For GroupWise 2012, see Creating the New Domain.

5. In ConsoleOne, configure the MTA Agent for the new GroupWise domain.

   • For GroupWise 7, see Configuring the MTA for the New Domain and Configuring New Agent Objects in eDirectory.
   • For GroupWise 8, see Configuring the MTA for the New Domain and Configuring New Agent Objects in eDirectory.
   • For GroupWise 2012, see 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, see Agent System Requirements.
   • For GroupWise 8, see Agent System Requirements.
   • For GroupWise 2012, see Agent System Requirements.

7. Run the Agent Installer program to install the MTA Agent software on the Windows Server.

   • For GroupWise 7, see Windows: Setting Up the GroupWise Agents.
   • For GroupWise 8, see Windows: Setting Up the GroupWise Agents.
   • For GroupWise 2012, see Windows: Setting up the GroupWise Agents.

8. For GroupWise 2012 systems, manually create a trusted application key from ConsoleOne.