This article applies to Riva 2.4.51 or higher. For the supported email systems
, the Riva Item Issues Summary Report can be enabled to replace the use of error categories or labels on the email system items that cannot be synced. The report summarizes an end user's sync errors and is placed in the end user's email client.
For the configuration of the Riva Item Issues Summary Report in Riva 2.4.48 through 2.4.50, see Riva Item Issues Summary Report in Riva 2.4.48 through 2.4.50
Enabling the report and having it placed it in the end user's email client may be better than the automatic application of error categories or labels to the email client items that were not synced. That is because
The report provides more information than the error categories or labels do. The report makes it easier to isolate the sync cycle activities that led to those errors.
At least some of all the types of issues described in the report can be resolved by an end user without having to ask the administrator for help. Examples: having forgotten to set a category on an email or having forgotten to set a field on a contact record.
If a user needs the administrator's intervention, forwarding the report to the administrator generally gives the administrator enough information to resolve the problem without having to access the sync server to refer to the sync logs.
End users who find it disturbing to see error categories or labels applied to email system items will find the report less intrusive.
When the issues have been resolved, deleting the report is less work than cleaning up the error categories or labels, especially if there are many errors.
Structure of the Riva Item Issues Summary Report
The report contains the following information:
- Primary entity name (user name in the form of an email address).
- Sync cycle ID.
- Sync policy name.
- Pod or node.
- Version of Riva. (2.4.51 or higher.)
- Sync cycle start time.
- Sync cycle end time.
- Sync cycle duration.
- For every error:
- Date and time of error.
- Title of the item that encountered the error.
- [Sync ID]. The ID of the synced item. It contains two elements:
Location of the Riva Item Issues Summary Report
The report is synced to the email client of the syncing user whose sync encountered one or more errors.
- For Exchange 2013 or higher, the report is synced by default to the Riva Item Issues subfolder, which is generated by Riva inside the Sync Issues folder, which is generated by Outlook.
- For earlier versions of Exchange, the report is synced by default to the Riva Item Issues folder at the top level of the mailbox.
- The Riva Item Issues folder or subfolder can be renamed, as described in the following procedure.
Enabling and Configuring the Riva Item Summary Report
To enable and configure the Riva Item Issues Summary Report in Riva 2.4.51 or higher:
In the Riva Manager application, on the menu, select Policies.
On the right pane, double-click the policy that you want the Riva Item Issue Summary Report for.
In the Edit CRM Synchronization Policy window that appears, select the Notifications tab.
On the Notifications page, locate the following container:
Enable Item Issue Summary Notifications
In the Enable Item Issue Summary Notifications container, select the Enable Item Issue Summary Notifications check box and configure the following fields:
Specify folder name for summary notifications: This is the name of the folder or subfolder that is to store the Riva Item Issues Summary reports. Default: Riva Item Issues. For information on the impact of the version of Exchange on the location, see Location.
Set item limit for each summary notification: This is the maximum number of issues that may be included in a summary report. Default: 5000.
Email Format: (Available in Riva 2.4.57 or higher.) This is the format of the summary reports.
Save the policy.
When items cannot be synced to the CRM, a report is produced.
The folder or subfolder that stores the reports is created in the email client when the first report is produced.
Error categories or labels are not applied to the items that are in error. The report generation replaces the use of categories or labels.
Note: No email notifications are sent to the end user's or administrator's Inbox. The report is stored on the end user's client at the configured location.