Salesforce Users Receive Multiple Notification Emails after Riva Syncs Emails into the CRM

Article ID: 1156
Last updated: 10 Jun, 2019

Issue

After Riva Cloud or Riva On-Premise syncs (tracks) an email to Salesforce, some Salesforce users might receive two notification emails from Salesforce.

Cause

Salesforce has an option for users to control task notifications; it is enabled by default.

As a result, after Riva syncs an email from the user mailbox into Salesforce as a completed task item, Salesforce sends a notification email to the user that a task has been created and another email that the task has been completed. In effect, two notifications are generated per tracked email. If the Inbox and/or Sent Items modules are enabled in the sync policy, this results in a flood of Salesforce-generated notification emails.

Solution

At this time, there is no programmatic means available for Riva to disable Salesforce task email notifications for tasks created when Riva syncs an email into Salesforce.

The only solution is for the Salesforce user or administrator to disable task email notification.

Salesforce offers two ways to disable email notifications for task assignments.

User setting

Email notifications for task assignments are enabled for users by default. Users can disable the notifications as follows:

  1. Near the top right corner of the Salesforce window, select your name, and then choose My Settings > Calendar & Reminders > Activity Reminders.

  2. Clear the Email me when someone assigns me a task check box.

Organization setting

To hide the user setting:

  1. Log in to Salesforce as an administrator.

  2. Select Setup > Customize > Activities > Activity Settings.

  3. Clear the Enable user control over task assignment notifications check box.

Salesforce documentation

For more information, see Salesforce Winter '15 release note: Let your users control task notifications globally.



Article ID: 1156
Last updated: 10 Jun, 2019
Revision: 5
Views: 4330
Also listed in
private Riva Cloud - CRM Sync -> Already Started -> Manage Your CRM for Riva -> Salesforce -> Errors & Troubleshooting

External links
https://kb.omni-ts.com/client/images/icons/article_out.svg http://docs.releasenotes.salesforce.com/en-us/winter15/release-notes/rn_sales_activities_notifications_task_assignment.htm

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