Riva CRM Integration - Documentation and Knowledge Base

How to Rename Users in Riva Sync Policies when Email Domain Names Change

Article ID: 342
Last updated: 04 Oct, 2016

Corporate circumstances may dictate changing the organization's email domain name, which is then updated in the email system. Such a change needs to be reflected in Riva sync policies; otherwise

  • The Riva email connection account no longer works,

  • The email address values in the CRM accounts no longer match the email domain of the target email system, and

  • The Riva license file no longer matches the email domain for the email connection.

This article contains a procedure to rename users assigned to the sync policy provided specific conditions exist.

Systems Supported

The following Riva On-Premise systems support this procedure:

  • Riva On-Premise for Exchange.
  • Riva On-Premise for IBM Notes.
  • Riva On-Premise for Google's G Suite.
Riva for GroupWise (Legacy) does not license users by email address username; thus, there is no issue with renaming users in the Riva sync policy. All that needs to be done is to change the primary internet domain in GroupWise and ensure that the new email address is in the Email field of the eDirectory user object, and the corresponding CRM user account is modified to reflect the new email address for the user.

Apply Only If the Following Conditions Exist

Use the procedure only if the following conditions are met:

  • The email domain name has been changed in the existing email system, and
  • There is no change to the email system hosting mailboxes, and
  • No target users have been assigned to the sync policy using AD distribution groups.


If you plan to

  • Migrate users from one Exchange system to a different Exchange system or hosted service,
  • Migrate users from Exchange 2003 to Exchange 2007 or 2010 in the same Exchange environment, or
  • Merge multiple Exchange systems into a single Exchange system,

contact the Riva Success Teamt to identify a correct action plan for reconfiguring Riva.

If target users have been assigned to the sync policy using AD distribution groups, contact Riva Support for assistance.

Reconfigure the Riva Policy

WARNING: At no time during this transition should you set the target accounts to re-initialize.

If you meet the above restrictions, proceed as follows, without having to re-initialize the target user accounts.

To reconfigure an existing Riva installation to use a new email domain name:

Preliminary steps:

  1. In Windows services, locate the Omni Riva (CRM Agent for Exchange) service. Stop the service, and modify the properties to change the service Startup type to Disabled.

    This change prevents the service from auto-restarting whenever the CRM policy is modified.

  2. In the CRM, modify the target accounts to change the email address value to use the new email domain. For example, change username@oldcompany.com to username@newcompany.net.

  3. In the Exchange system, ensure that the email domain for the connection account is also changed. For example, change rivacrm@oldcompany.com to rivacrm@newcompany.net.

  4. Start the Riva Manager application. On the menu bar, select Setup. In the right pane, double-click the Exchange connection to edit it. Use the new User Principal Name (UPN) for the Exchange connection account (if that was changed).

    • Perform a connection test with the target user box empty.
    • Perform a connection test using the modified email address of a target user, for example, username@newcompany.net.
  5. On Riva Manager's menu bar, select Request License to submit a license request for a replacement purchase license. In the description for the request, advise that you are requesting a replacement license because the email domain name has been changed.

  6. Wait to receive a replacement license file, within one working day.

Final steps:

  1. When you have received the replacement license file, apply the replacement license.

  2. For every user in the Riva sync policy, rename the target user.

Article ID: 342
Last updated: 04 Oct, 2016
Revision: 9
Views: 7922
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