The procedure to reconfigure Riva to support upgrading Exchange mailboxes depends on each upgrade (or migration). This Knowledge Base article supports situations where user mailboxes are being upgraded within the same Exchange system; for example, Exchange 2007 mailboxes are moved from an Exchange 2007 mailbox store to an Exchange 2010 mailbox store.
For each target user, Riva maintains a transaction record that identifies each data item that has been synced by the Riva sync engine service. Each Exchange item is tracked by using the "EntryID" created by the Exchange MAPI or EWS API that Riva uses.
If the move mailbox procedure results in changing the "EntryID" value for those items, Riva cannot sync to the corresponding items in the CRM. Depending on how the Riva sync policy is modified, duplicate items may be synced to the user's mailbox when Riva starts syncing to the re-located mailbox.
If target user mailboxes are upgraded from Exchange 2003 to Exchange 2007, 2010, or 2013, Riva will have a formatting issue with the "EntryID" values:
The recommended best practice is to contact Riva support and request assistance with properly reconfiguring Riva to re-map the new Exchange EntryIDs for all previously synced data..
If the target user mailboxes are "upgraded" from on-premise Exchange 2007 to a new version of Exchange by means of EMC or Powershell, the "EntryID" values should remain unchanged. It is possible to upgrade user mailboxes with minimal change to the Riva server.
Riva 188.8.131.5280+ includes the ability to test a mailbox before and after a mailbox move and compare the results to ensure that there are no potential sync issues. The test checks the following:
The following procedure is designed to run the move of a test user mailbox from the source storage server to the higher version storage server. We strongly recommend running this procedure before moving target user mailboxes in production.
For this procedure:
The recommended test procedure include:
If the compare result fails, that indicates that the match of the user name, email address, or folder IDs did not match. Submit a manual support request and attach the Compare Results file. This file will record the same information that was displayed in the results window.
If the compare result passes, that indicates that the mailbox move preserved the EntryID values and it is safe to move user mailboxes (from a Riva perspective). There are two possible procedures dependent on how the mailboxes will be migrated:
Use these steps to modify Riva to test data sync while preserving and using the transaction records from before the mailbox moves. The existing EWS connection will need to be modified to update the URL for the new CAS EWS server. That procedure would be:
We recommend creating a new service account (s_svc2_rivacrm) mailbox in the new mailbox storage server and assigning the applicable Exchange ApplicationImpersonation Role permissions (recommended for Exchange 2010+) or Delegate Full Access permissions. Once the second EWS connection has been created, the procedure to reconfigure Riva would then be:
For each batch of mailbox users that are being migrated, repeat steps 1 to 7.