Add Users to an Existing Riva Sync Policy

Adding syncing users to an existing Riva On-Premise 2.4.22 or higher deployment is one of the most common activities involved in managing Riva On-Premise. The primary concerns include:

1. Prepare the syncing email and CRM environments.
2. Adjust the Riva license to account for additional users.
3. Add the new syncing users.

Step 1: Prepare the Syncing Email and CRM Environments

Before adding a new syncing user to a sync policy, ensure that

• The Riva email system connection account can access the intended syncing user mailbox.
• The Riva CRM connection account can access the intended syncing user CRM account.

Prepare the Syncing Email User Accounts

Perform the following tasks:

• Create and configure the syncing user account in the corresponding email system:

  • For Exchange: Create an Active Directory user and enable the Exchange mailbox. Ensure that the Riva Exchange connection account is granted full access permissions to the mailbox (on-premises Exchange) or is granted Delegate access to the mailbox (hosted Exchange).
  • Ensure that the user has logged into the email account at least once to create the default directory structure in the mailbox.
     

• Ensure that the Riva email system connection account can access the new intended syncing user.

  1. Open the Riva Manager application.
  2. If the menu displays Setup, select Setup.
  3. On the right pane, double-click the corresponding email system connection.
  4. In the window that appears, select the Test Connection tab.
  5. On the Test Connection page, provide the email address of the new intended syncing user, and test the connection.
     If the connection test passes, the syncing user account is correctly configured.

Prepare the Syncing CRM User Accounts

Perform the following tasks:

• Create the syncing user account in the corresponding CRM system:

  1. Create the new syncing user in the CRM system.
  2. Ensure that the CRM account meets any special system requirements.
  3. Ensure that the primary email account value for the CRM account is identical to the primary email account value in the corresponding syncing user email account.
  4. Confirm the Riva CRM connection account administrator or master account privileges for the new syncing CRM user account.
  5. Depending on the CRM, you may need to ensure that the user has logged into the CRM account at least once.
      

• Ensure that the Riva CRM connection account can access the new syncing user.

  1. Open the Riva Manager application.
  2. If the menu displays Setup, select Setup.
  3. On the right pane, double-click the corresponding CRM connection.
  4. In the window that appears, select the Test Connection tab.
  5. On the Test Connection page, provide the user name of the new syncing user, and test the connection.
     If the connection test passes, the syncing user account is correctly configured.

Step 2: Adjust the Riva License

Before adding syncing users, confirm if additional license counts need to be purchased.

1. Open the Riva Manager application. On the menu, select Policies.
2. On the right pane, right-click the corresponding CRM sync policy, and select Licensing Details.
3. Confirm if there are any unused user license counts.
   Note: You need one email system license count and one CRM system license count per user.
4. Close the License Details window.
5. If you need additional license counts, contact the Riva Success Team.
   Result: You will receive the replacement license file by email.
6. Follow the instructions provided in the email.

Step 3: Add New Syncing Users

To add new syncing users to a sync policy:

1. In the Riva Manager application, on the menu, select Policies.
2. On the right pane, double-click the corresponding sync policy to edit it.
3. In the window that appears, select the General tab. On the General page, select add >> for the intended syncing email user.
   • For each new Exchange user: In the Exchange Browser window, provide the mailbox user name, and select check name >>. If the email address resolves, select add >>. After adding all new syncing users to the list, select Ok >>.
4. Save the sync policy.
5. When prompted to restart the Riva CRM Agent service, select Yes.
6. In the Riva Service Monitor application, verify that the new syncing users have been added to the user sync queue.
7. For each new syncing user, view the Monitor Activity window, and confirm that there are no license errors and no connection errors, and that a full initial sync is completed.