Riva CRM Integration - Documentation and Knowledge Base

Configure Properties of the Riva CRM Agent service for GroupWise

Article ID: 757
Last updated: 20 Dec, 2016

Once the first Riva sync policy is saved, Riva prompts to save and start the CRM Agent Sync Service for GroupWise. Choosing Yes installs the corresponding Windows service. Four configuration settings need to be set or verified:

To modify the properties of the service:

  1. Do one of the following:

    • Open Windows Services (services.msc), or
    • Right-click My Computer, and select Manage.
  2. In the list of services, open the properties of the Omni Riva (CRM Agent) service.

Service Starts Automatically

Riva CRM Agent Sync Service is normally installed so that the service starts automatically on restart:

To ensure that the service starts automatically on restart:

  1. In the General tab, confirm that the Display name is set to Omni Riva (CRM Agent).

  2. Ensure that the Startup type is set to Automatic (Delayed Start).

    For information on this setting, see Service starts automatically.

Set Recovery Options

The Riva CRM Agent Sync Service is usually not configured to restart if the service stops.

  • Ensure that First failure, Second failure, and Subsequent failures are all set to Restart the service.

CRM or GroupWise connection issues can force the service to exit or abort to a stop status. This setting forces the service to always restart.

Set the same recovery options against any additional Riva connection Agent service that was installed when creating one of the following connections:

  • Riva connection to Microsoft Dynamics CRM (XRM connection).
  • Riva connection to SAP C4C.
  • Generic Riva SDK Agent service.

Set Logon Identity

By default, the Riva CRM Agent service is installed to use the local SYSTEM account, which may not have the necessary file system permissions or UAC privileges. Take the following corrective action.

To configure the service to log on with the credentials of a Windows user that is a member of the local Administrators group:

  1. In the Log On tab, change the setting to This account. Browse to and select a local account that has local administrator privileges. Provide the password. Apply the change, and close the service properties window.

  2. Restart the service.

Configure the CRM Agent Service to Restart Daily

Some COM-dependent Riva connections (like GoldMine, GroupWise, or Infor CRM (formerly named Saleslogix)) can consume Windows memory resources to the point where the Riva service stops functioning. Riva includes an app.setting option to force the CRM Agent service to restart daily, which releases resources the service is consuming and helps improve stability.

For instructions, see Force restart of the CRM Agent service for COM-dependent connections.

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Article ID: 757
Last updated: 20 Dec, 2016
Revision: 10
Views: 5488
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