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Subject Topic: ISSUE: Only admin data synchronizes Post ReplyPost New Topic
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Gordon Welling
Admin Group
Admin Group

Manager Technnical Support Services

Joined: 11-December-2003
Location: Canada
Posts: 637
Posted: 16-March-2009 at 9:24am
Problem:  Customer reported the following:

Quote:
I created 2 users:

imsample
imdemo

and there is also user Admin.

When I put something to the GroupWise from user imsample or imdemo (to CRM calendar) RIVA synchronize everything to the SugarCRM and its in all calendar in all users.  But when I put something to the SugarCRM it has to be assigned to Admin.  When I assign something to other user then is admin, synchronization doesn't work.

In Riva CRM there are not any errors. Riva CRM synchronize but with no changes to the groupwise.

Result: Synchronization between RIVA CRM and SugarCRM works only if is entries assigned to the Admin user.

Can you please help me with this issue?


Cause:  This is probably related to the option that is selected under the "Connection Options" for the Policy? (You have to use the right scroll arrow to see the tab.)

I think you have this set to "Use the configured CRM account".  This
will cause any information from the account that was configured for the connection (in your case the Admin account) to be synchronised to all of the accounts.  This option is usually used only for testing.

Resolution:  You will need to select "Use Impersonation" for each account to be individually synchronised.  In addition, you will want to re-initialize all accounts under the scheduling tab.  Once you save the policy, let Riva restart the CRM monitor service.  All existing data in the user accounts will be removed and data will be correctly synchronized to the GroupWise user accounts.

Customer Reported:  The recommended solution worked and data is now synchronizing correctly.
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