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Subject Topic: Riva Sync of Linked Sent Items 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: 610
Posted: 04-June-2009 at 2:45pm
Customer Problem:  Customer reported that after Riva CRM Integration completed a data sync cycle, there were still email remaining in the "smart convert" (Create New ...) folders and the assign-to existing case, opportunity and quote folders.
 
Cause:  When using a right-click drag and "link-to" of items from the "Sent Items" folder into a "smart convert" or "assign-to" Riva folder, that item does not always register as a new item.  When Riva looks at the "smart convert" or "assign-to" folder during a sync cycle, the folder appears to be empty and therefore Riva does not process the folder.
 
Resolution:  There are two ways to work around this issue:
 
OPTION 1 - The user includes themselves as a BCC and uses right-click drag and "link-to" of the BCC email item from their mailbox to the applicable "smart convert" or "assign-to" Riva folder; or
 
OPTION 2 - When using right-click drag and "link-to" from their "Sent Items" folder to the applicable "smart convert" or "assign-to" Riva folder, ensure that at least one item in that Riva folder is marked as unread (bolded).  When Riva checks the applicable "smart convert" or "assign-to" Riva folder it will see a new item and process all items in that folder.
 
Customer Reported that OPTION 2 worked and data is now synchronizing correctly.


Edited by Gordon Welling on 04-June-2009 at 3:12pm
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