Manage Target Salesforce Users in a SSO-Enabled Riva Environment

In most environment, customers elect to deploy the Riva for Salesforce.com by enabling the Riva DA-SSO service provider.  In those deployments, the typical configuration involves creating:

• one Riva connection to Exchange or GroupWise with a server account that syncs all user mailbox accounts; 
• one Riva Salesforce with a admin account that syncs all target user CRM accounts;
• one Riva sync policy for a collection of target Salesforce users.

This article describes management tasks for target Salesforce users:

• How to disable/enable synching for target users in a sync policy
• How to disable/enable synching for a single target user
• How to permanently remove a target user
• How to add a new target users
• How to handle pre-existing users (how to move users between sync policies)

How to disable/enable synching for target users in a sync policy

Use these procedures to temporarily disable and re-enable data sync to all target users in a sync policy.

To disable data sync for a sync policy

Disable a sync policy to stop data sync to all target users of that policy.  As soon as the policy is disabled, Riva will stop syncing the target users on the next full sync cycle.

1. Open the Riva management application.
2. Under "Policies", right-click the sync policy for the desired target users and select "Disable".  On the next sync cycle, the Riva CRM Agent service will stop synching data to the disabled users.
3. In the Riva CRM Monitor application, confirm that data sync to the target users has ceased.

To enable data sync for a sync policy

Enable a sync policy to start data sync to all target users of that policy.  As soon as the policy is enabled, Riva will start syncing the target users on the next full sync cycle.

1. Open the Riva management application.
2. Under "Policies", right-click the policy for the desired disabled sync policy and select "Enable".  On the next sync cycle, the Riva CRM Agent service will resume syncing data to the re-enabled users.
3. In the Riva CRM Monitor application, confirm that data sync to the target users has recommenced.

How to disable/enable synching for single target user

Use these procedures to temporarily disable and re-enable data sync to a specified Salesforce user.

Remove the user to disable data sync temporarily to a target user

To temporarily stop syncing to a specific target user, remove them from their assigned sync policy.  As soon as the policy is saved, Riva will stop syncing data to the removed target user.

1. Open the Riva management application.
2. Under "Policies", right-click the policy for the desired target user and select "Edit". 
3. Under "General", in the Exchange target user list, select the user to disable and click remove >>. 
4. Save the sync policy.
5. On the next sync cycle, the Riva CRM Agent service will stop synching data to the removed user.
6. In the Riva CRM Monitor application, confirm that data sync to the target user has ceased.

Note:  The removed user will remain visible in the user queue in the CRM Monitor application until the service is stopped/started or restarted.

Add the user to re-enable data sync to a target user

To re-enable sync to a target user previously removed, re-assign them to the sync policy.  As soon as the policy is saved, Riva will start syncing data to the re-enabled target user.

1. Open the Riva management application.
2. Under "Policies", right-click the policy for the desired disabled target user and select "Edit". 
3. Click "add >>" and follow the steps to add the previously removed user back into the Exchange target user list.
4. Save the sync policy.
5. On the next sync cycle, the Riva CRM Agent service will resume syncing data to the re-enabled user.
6. In the Riva CRM Monitor application, confirm that data sync to the target user has recommenced.

How to permanently remove a user

The following steps are required to permanently remove a target user.  They are described in detail below:

1. Change the user's password in AD/Exchange.  That should prevent the user from accessing important data.
   
   IMPORTANT for appointments & tasks. Removing Riva synched appointments/events/tasks from Outlook/Exchange will also remove them from Salesforce.  As a best practise, re-assign all tasks and appointments to another Salesforce user before performing a re-init on the user being removed.  To preserve those items in Salesforce, perform a Re-init "Clear" which will remove all Riva-synched calendar and task items from the user's Exchange account but preserve those items in Salesforce.

2. Select the user and select the Clear All option.  This will remove all data that has been synchronised by Riva to the user's Exchange mailbox.  This is especially important if mobile devices were enabled for Exchange synchronization.  Clearing Riva synched data will remove the contacts, leads, calendar items, tasks, and module email drop-folders from the user's Exchange account. 

3. Remove the target user from the sync policy.

4. Remove the target user's transaction data (optional).

5. Remove the target user's sync log files (optional).

6. Release the license count for the removed user so that the license can be re-used when adding a new target user.

How to remove the target user's transaction data

Use this procedure to permanently remove the transaction data files for the recently removed target user.

1. Open the Riva application.
2. Under "Policies", edit the policy to which the removed target user was assigned;
3. On the "General" page, hold down the CTRL key and double-click the "Name:" label.
4. Windows explorer will open to the root of the transaction folder for that policy.
5. Navigate into the "Lookup" folder and remove the folder for the removed target user, e.g. IMSAMPLE@MYCOMPANY$COM.
6. Close Windows explorer and the sync policy edit window.

How to remove the target user's sync log files

1. Open the Riva application.
2. Double-click the "Riva" logo (top left corner).
3. In the "About Riva" window, double-click the Riva release version number (top right corner).
4. Windows explorer will open to the root if the Riva installation folder.
5. Navigate into"CRM Integration Logs" folder and remove the removed target user's logs folder, e.g. "imsample@mycompany.com"
6. Close Windows explorer and the sync policy edit window.

How to Release the License

Riva will only recalculate license counts when the CRM Agent sync service is started or restarted.

1. In the Riva CRM Monitor application, STOP the service.
2. In the Riva application, double-click the Riva logo (top left).
3. In the "About Riva" window, double-click the Riva version information (top right).
4. In Windows Explorer, navigate into the \Licenses folder.
5. Delete the {guid_crmex}.licensees file (for Exchange accounts) or the {guid_crm}.licensees file (for GroupWise accounts).
6. In the Riva CRM Monitor application, START the service.
7. Confirm In the CRM Monitor application that the deleted target user has been removed from the user queue.
8. Confirm in Windows Explorer that a new {guid_crmex}.licensees file or {guid_crm}.licensees file appears in the \Licenses folder.
9. In the Riva application,under "Policies", right-click one of the sync policies and select "License Details".  Confirm that one additional user count has been returned to the license pool and is available for a new target user.  Close the "License Details" window.

How to add a new target user

Additional users can be added to a Salesforce SSO-enabled sync policy once initial data sync testing has been completed and the sync policy has been modified so that you are satisfied that Riva is synching data between Exchange and Salesforce in an expected manner.

There are two methods to add target users:

• add "new" target users that have never been synced by Riva before
• add "pre-existing" target users from other Riva sync policies

Add new target users

To add new target users to the SSO-enabled sync policy:

1. Warn the target users that their authentication to their Salesforce account will change to using their Exchange password.

2. Ensure that the Riva connection account for Exchange has been granted full access to the target user Exchange mailboxes.

3. Ensure that the Exchange to Salesforce username matching requirement has been met. 

4. In Salesforce, add the Salesforce target user accounts to a SSO-enabled user profile.

5. In Riva, add the target user to the SSO-enabled sync policy.

Once the user has been added to the sync policy, Riva will perform an initial sync to prepare the Exchange mailbox, and then continue with normal sync cycles between Salesforce and Exchange.

How to handle pre-existing target users (how to move users between sync policies)

If there are pre-existing Salesforce connections and sync policies for individual target users, it is possible to move those target users into the new SSO enabled sync policy.  Ensure that you follow the correct procedures to prevent possible duplication of records or sync errors:

• Category names are identical - If the category names in the original individual sync policy are the same as the new SSO sync policies you need to Move target users to a different sync policy.

• Category names are different - If the category names in the original individual sync policy are different from the new SSO sync policies  you need to Migrate target users to a different sync policy