Fix for CRM Contact Deletes Sync to GroupWise as Updates

For GroupWise 2012 and 2014, Riva has difficulty syncing CRM contacts that are removed in the CRM. When a CRM contact is deleted, Riva syncs that as an update to GroupWise and then syncs an update back to the CRM, which causes the deleted contact to be re-created. This is a limitation with the Admin API embedded in the GroupWise 2012 and 2014 Windows clients that Riva uses to manage syncing data with CRMs.

To resolve this issue

1. Upgrade Riva On-Premise to version 2.4.39.23824 or higher.

2. Add the following custom option key and value to an Omni.Riva.CrmAgent.exe.config file (create the file if it does not exist) located in the \Riva\Application\Base folder or the \Riva\Application\<version> folder (if Riva has been upgraded):
   
   <add key="GroupWise.Contact.MoveDeletedContactToTrash" value="True" />
   
   Here is an example of a .config file that includes this custom option:

   <?xml version="1.0" encoding="utf-8"?>
   <configuration>
     <appSettings>
       <add key="GroupWise.Contact.MoveDeletedContactToTrash" value="True" />
       <add key="Sync.Crm.ForceExit" value="True" />
       <add key="Sync.Crm.ForceExitTime" value="1:00" />
     </appSettings>
   </configuration>



3. In the CRM Service Monitor application, stop and start the Riva service to make this change take effect.

   Note: This change will not correct contacts that Riva has previously deleted and re-created in the CRM.

Applies to

• Riva On-Premise for GroupWise 2012 and 2014
• Riva On-Premise 2.4.39.23824+