Disable Syncing New Exchange Items to the CRM with Bidirectional Filters Enabled

Article ID: 821
Last updated: 07 Feb, 2018

Some customers have CRM workflows that are triggered when new contacts or leads are created. In those environments, customers want to implement the bidirectional syncing of contacts and leads but prevent Riva from syncing new Exchange contacts/leads to the CRM.

Other customers would like to enforce the concept that the CRM is the authoritative repository for address book, calendar, and task data by enforcing the following sync logic:

  • New items created in the CRM will automatically sync to target user mailboxes. If a contact, lead, appointment, phone call, or task is created in the CRM, Riva will sync a copy to the appropriate user's mailbox.

  • If the user modifies a Riva-synced contact, lead, appointment, phone call or task in the email system, those changes will sync back to the corresponding item in the CRM.

  • If the user creates a new contact, lead, appointment, phone call, or task in the email system, Riva will not sync those new items to the CRM.

Customers also requested the flexibility to set the sync logic by item type. Example: preventing new email contacts and leads from syncing to the CRM, but allowing new email calendar items and tasks to sync to the CRM.

To enable the syncing of items to and from the email system, set the direction filter to Bidirectional for the desired modules.

To enable the syncing of items to the email system but not from the email system, set the direction filter to CRM to [email system] Only for the desired modules.

Advanced Option to Disable Syncing New Exchange Items

Riva includes an advanced option key that will disable syncing new Exchange items by module type to the CRM:

  • Sync.Crm.CrmCreates.Disabled.[Module] = True (Enables this option for the module type.)
  • Sync.Crm.CrmCreates.Disabled.[Module] = False (Disables this option if previously enabled.)

The following module items are supported:

  • Sync.Crm.CrmCreates.Disabled.Contact = True (Option for address book contacts.)
  • Sync.Crm.CrmCreates.Disabled.Lead = True (Option for address book leads.)
  • Sync.Crm.CrmCreates.Disabled.Appointment = True (Option for calendar appointments.)
  • Sync.Crm.CrmCreates.Disabled.Phone_Call = True (Option for calendar phone calls.)
  • Sync.Crm.CrmCreates.Disabled.Task = True (Option for tasks.)
  • Sync.Crm.CrmCreates.Disabled.Organization = true (Option for Accounts.)

These advanced options can be applied:

Applies to

  • Riva for Exchange only.
  • Riva 2.4.26 or higher.



Article ID: 821
Last updated: 07 Feb, 2018
Revision: 5
Views: 5926
Also listed in
folder Riva On-Premise - CRM Sync -> Manage Riva On-Premise (Admin Guides) -> Manage the Riva Server -> Manage Sync Policies -> Manage Sync Policies -> Calendar
folder Riva On-Premise - CRM Sync -> Manage Riva On-Premise (Admin Guides) -> Manage the Riva Server -> Manage Sync Policies -> Manage Sync Policies -> Tasks
folder Riva On-Premise - CRM Sync -> Manage Riva On-Premise (Admin Guides) -> Manage the Riva Server -> Manage Sync Policies -> Manage Sync Policies -> Address Book -> Accounts (Organizations)

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