Resolve Service Endpoint Mismatch Issue for Dynamics CRM

(Applies to Riva Cloud and Riva On-Premise.)

Issue

Riva successfully syncs data with a Microsoft Dynamics CRM instance hosted by a commercial provider, but when the users attempt to follow an Edit or View link, the browser is directed to an internal URL instead of a public URL.

• The expectation is that Riva should open https://crm.example.com/ExampleCo/main.aspx?etn=...
• Instead, Riva opens https://exampleco:5555/ExampleCo/main.aspx?etn=...

Cause

Dynamics CRM can be configured for internal use or internet facing access.

• When configured for internal use, the service endpoints are set for a URL that uses the name of the server that is hosting the CRM instance, for example https://exampleco:5555/ExampleCo/.
• When configured for internet facing access, the service endpoints are set for the fully qualified domain name of the server that is hosting the CRM instance, for example https://crm.example.com/ExampleCo/.

How Dynamics has been configured can be confirmed by looking at the service endpoint URLs that are configured in Dynamics CRM.

Riva creates the Edit and View links based on the service endpoint URLs that are configured in the CRM.

In Riva On-Premise, this can be verified by checking the Dynamics CRM connection in the Riva Manager application.

1. Start the Riva Manager application.

2. (This step applies only to Riva 2.4.52 or earlier.) On the menu bar, if you can see Setup, select Setup.

3. In the right pane, double-click the Dynamics CRM connection object.

4. In the CRM Connection Edit window, select Options.

5. In the System Info text box, confirm the value that is assigned to the MsCrm.OrganizationServiceUri key.
   
   

6. Select Cancel.

Possible Solutions for Riva Cloud

There are two ways to resolve this issue:

• Request the CRM admin to adjust the service endpoints in the Dynamics CRM Developer Resources interface to use the desired internet facing service endpoints, or
• Contact our Riva Success Team, and ask us to add the ServiceUri advanced option to the CRM connection.

Possible Solutions for Riva On-Premise

There are two ways to resolve this issue:

• Request the CRM admin to adjust the service endpoints in the Dynamics CRM Developer Resources interface to use the desired internet facing service endpoints, or
• Apply an advanced option to the CRM connection.

To apply the advanced option:

1. In the Riva Service Monitor application, stop the service.

2. Apply the following advanced option to the CRM connection:

   ServiceUri = https://crm.example.com/ExampleCo (Uses the desired public facing URL for the service endpoint.)

3. Save the CRM connection.

4. In the Riva Manager application, on the menu bar, select Policies.

5. For every sync policy that uses that Dynamics CRM connection, re-initialize all users, select the Resync re-init option, and select All modules. For a complete procedure, see Re-initialize users.

   Result: The service endpoint URIs are changed in all Riva-created email items.

6. In the Riva Service Monitor application, start the service.