Add Users to an Existing Riva Sync Policy

Article ID: 391
Last updated: 31 Jan, 2017

One of the most common activities involved in managing a Riva On-Premise server deployment is to add target users to an existing Riva server deployment. The primary concerns include:

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

Step 1: Prepare the Target Email and CRM Environments

Before adding a new target user to a CRM sync policy, ensure that

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

Prepare the Target Email User Accounts

Perform the following tasks:

  • Create and configure the target 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 target mailbox (hosted Exchange), or
    • For GroupWise: Create an eDirectory user and enable the GroupWise account.
    • 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 target user.

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

Prepare the Target CRM User Accounts

Perform the following tasks:

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

    • Create the new target user in the CRM system.
    • Ensure that the CRM account meets any special system requirements.
    • Ensure that the primary email account value for the CRM account is identical to the primary email account value in the corresponding target user email account.
    • Confirm the Riva CRM connection account administrator or master account privileges for the new target CRM user account.
    • 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 target user.

    • In the Riva Manager application, on the menu bar, select Setup.
    • In the right pane, double-click the corresponding CRM connection.
    • In the window that appears, select the Test Connection tab.
    • On the Test Connection page, provide the user name of the new target user, and test the connection. If the connection test passes, the target user account is correctly configured.

Step 2: Adjust the Riva License

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

  1. In the Riva Manager application, on the menu bar, select Policies.
  2. In the right pane, right-click the corresponding CRM sync policy, and select License Details.
  3. Confirm if there are any unused user license counts.
    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.
    You will receive the replacement license file by email.
  6. Follow the instructions provided in the email.

Step 3: Add New Target Users

To add new target users to a CRM sync policy:

  1. In the Riva Manager application, on the menu bar, select Policies.
  2. In the right pane, double-click the corresponding CRM sync policy to edit it.
  3. In the window that appears, select the General tab. On the General page, select add >> for the target 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 target users to the list, select Ok >>.
    • For each new GroupWise user: In the Choose Connection window, select the target eDirectory tree (preferred) or the applicable GroupWise post office. In the applicable Browser window, navigate to and select the new target user. After selecting all target users, select Ok >>.
  4. Save the CRM sync policy.
  5. When prompted to restart the Riva CRM Agent service, select Yes.
  6. In the Riva CRM Monitor application, verify that the new target users have been added to the target user sync queue.
  7. For each new target 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.

Applies to

  • Riva On-Premise 2.4.22 or higher.



Article ID: 391
Last updated: 31 Jan, 2017
Revision: 4
Views: 7004
Also read
item How to Get Started with Riva On-Premise

Also listed in
folder Riva On-Premise - CRM Sync -> Manage Riva On-Premise (Admin Guides) -> Manage the Riva Server -> Manage Target Users

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