Modify a Riva Sync Policy to Change the Email Domain Name

When organizations first set up Riva On-Premise, they have a tendency to add all the users to a single CRM synchronization policy. At some point in the future, Riva administrators may want to create CRM sync policies for special groups of target users, for example BES mobile users. In this way, the Riva administrator can configure policies to best suit the target users; for example, see Advanced settings for BlackBerry, iPad, iPhone, Android, and ActiveSync mobile devices.

Reconfigure the Riva CRM Sync Policy

To reconfigure a Riva installation to use a new email domain name without having to re-initialize the syncing user accounts:

1. In Windows Services, do the following:

   1. Locate and stop the Omni Riva (CRM Agent for Exchange) service.

   2. Modify the properties to change the service Startup type to Manual.

      Note: This prevents the service from auto-restarting whenever the sync policy is modified.

2. In the CRM, modify the target accounts to change the email address value to use the new email domain.

   Example: Change username@oldcompany.com to username@newcompany.net.

3. In the email system, ensure that the email domain for the connection account is also changed.

   Example, change rivacrm@oldcompany.com to rivacrm@newcompany.net.

4. In the Riva Manager application, do the following:

   1. If the menu bar displays Setup, select it. Either way, edit the email connection.

   2. If the UPN (User Principal Name) was changed for the connection account, change it on the email connection.

   3. On the Connection Test page, perform a connection test with the target user box empty.

   4. Perform a connection test with the updated email address of a target user, for example username@newcompany.net.

   5. Save the connection.

   6. On the menu bar, select Policies. Edit the sync policy. On the General page, make a list of the users in the policy, and then remove all the users. Save the policy.

   7. Re-open the sync policy. On the General page, add the users with their new email addresses. Save and close the policy.

   8. In the top left corner, double-click the Riva logo. In the About Riva window that appears, in the top right corner, double-click the version information.

      Result: Windows Explorer displays the contents of the Riva folder.

5. In Windows Explorer, rename the Licenses folder to Licenses.old.

6. Close and restart the Riva Manager application. On the menu bar, select Request License. Submit a license request for a replacement purchase license. (For more detailed instructions, see Requesting a license.) Contact the Riva Success Team to advise them that you are requesting a replacement license file due to an email domain name change.

7. Wait to receive the replacement license by email within one working day.

8. When you receive the replacement license by email, activate it.

9. In the Riva Manager application, on the menu bar, select Policies. Edit the sync policy. On the General page, while holding the CTRL key, double-click the Name label.

   Result: Windows Explorer displays the contents of the current Transaction child folder.

10. In Windows Explorer, do the following:

    1. Navigate to the Lookup folder.

       What to expect: You will see a folder for each target email account.

       Example: For username@oldcompany.com, you will see a folder named USERNAME$OLDCOMPANY$COM.

    2. Rename every syncing user folder to properly identify the new modified email domain.

       Example: For the user username@oldcampnay.com changed to username@newcompany.net, rename the folder USERNAME$OLDCOMPANY$COM to USERNAME$NEWCOMPANY$NET.

       Note: Every folder needs to be renamed.

11. In Windows Services, modify the Omni Riva (CRM Agent for Exchange) service Startup type from Manual to Automatic (Delayed Start). For more information on this setting, see Service starts automatically.

12. In the Riva Service Monitor, do the following:

    1. Start the service.

    2. On the list of syncing accounts, verify that you can see the syncing user accounts with the new email addresses.

    3. Select View all Activity Monitors, and confirm that there are no errors.