Riva CRM Integration - Documentation and Knowledge Base

Modify the Order AssignTo Drop Folders Are Listed in Outlook

Article ID: 464
Last updated: 19 Oct, 2018

Riva AssignTo settings can be configured to set the sort order of AssignTo drop folders in order by date modified (default) or in alphabetical order by Subject (Case name).

When AssignTo drop folders are displayed in Outlook, the folders will be listed in the defined "index order" that is indicated by the index number, that is, [1], [2], etc. This indexes against the date created or date modified and sorts in order from newest to oldest.

When the AssignTo Sort Option is configured to "Sort alphabetically", Riva indexes the items by Subject name in ascending numero-alphabetical order ( 0-9, a-Z).

The drop-folders will be relisted in numero-alphabetical order by Subject.

Applying a Different Index

An advanced option is available to apply a different index to affect the display order for AssignTo folders.

To define the custom index:

  • Apply the following advanced option to the sync policy:

    Sync.Crm.CustomAssignToIndex.[module] = name of the applicable user-defined field (use the Field Chooser in Outlook)

    Where [module] defines which module's AssignTo folder to apply the custom index against.


    Look up the available modules on the Other page in the sync policy.

Example 1

To change the index to use the "Account name" as the custom index for Opportunities:

  1. In the sync policy, on the AssignTo page, under AssignTo Sort Options, select Sort alphabetically.

  2. In the Outlook client, in the tree view of the mailbox, select the Opportunities folder. Right-click the column headers, and select Field Chooser.

    Result: The Field Chooser window appears and displays the correct values that can be used with the advanced option key.

  3. Note the exact spelling of the field name. Case is important.

  4. Apply the following advanced option to the sync policy:

    Sync.Crm.CustomAssignToIndex.Opportunity = Sales Stage

    Result: This change will be applied when the sync policy is saved and the synchronization service has restarted. Users will see a change in how the affected folders are displayed in tree view in their Outlook client.

    In this example, folders are listed alphabetically by Sales Stage, and alphabetically within the same Sales Stage.

Example 2: Case Number Prefix

Applies to

Article ID: 464
Last updated: 19 Oct, 2018
Revision: 2
Views: 7370
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