Prepare 1 CRM (Formally Known As info@hand) For Riva On-Premise

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The Riva On-Premise server supports data integration to 1CRM, info@hand On-Premise, and info@hand Online. This article describes how to prepare a 1CRM or info@hand server and the Riva server, to support a Riva impersonation CRM connection.

To prepare 1CRM (info@hand) for Riva

  1. Confirm access to 1CRM or info@hand.
  2. Prepare the 1CRM or info@hand server.
  3. Prepare the Riva connection user account in 1CRM or info@hand.
  4. Prepare the target user accounts in 1CRM or info@hand.
  5. Gather information required for creating a Riva 1CRM or info@hand connection.

Step 1. Confirm Access to 1CRM or info@hand

From the Windows system that will host the Riva server, confirm that you can log in to the 1CRM or info@hand application through a web browser with an administrator-level account.

Step 2. Prepare the 1CRM or info@hand Server

The following CRM server versions have been tested for Riva On-Premise:

  • info@hand On Premise 5.3.3+ (all license editions)
  • info@hand Online - Hosted Service (all license editions)
  • 1CRM Cloud - Hosted Service (all license editions)

Two performance tuning improvements may be required for on-premise 1CRM or info@hand servers:

CRM server performance tuning

When the Riva server attempts to sync multiple target users concurrently, it can create many Apache instances on the 1CRM or info@hand server that uses most of the available memory, for six tips that can greatly reduce the impact of memory usage, see CRM performance tuning.

Performance tuning and resource planning for CRM hosted on LAMP/WAMP

Another best practice on host Apache servers is to adjust the maximum number of worker processes to match the amount of memory available on the server. For more information, see Recommendations for performance tuning and resource planning for CRM hosted on LAMP/WAMP.

Step 3. Prepare the Riva Connection User Account in 1CRM or info@hand

The Riva connection to the target CRM must be configured to use the credentials of an administrator-level CRM user account. For 1CRM or info@hand, choose one of the following options:

  • Use an existing CRM user account assigned to the Administrator role, or
  • Create an account in 1CRM or info@hand for Riva, for example, Riva or riva_svc, and assign it to the Administrator role.

The administrator account provides the privileges necessary to impersonate each target user and make the necessary changes to records in the CRM for each target user.

Step 4. Prepare the Target CRM User Accounts in 1CRM or info@hand

Two configurations must be confirmed to enable the target users:

Configure the correct primary email address value

The Riva server attempts to match the primary SMTP reply-to email address of the user's email account to the primary email address value of the corresponding target user in 1CRM or info@hand. Ensure that for each user, the email address values in the email system and the CRM are identical.

Enable sufficient access permissions

The Riva connection to 1CRM uses the Enterprise Impersonation Model: When Riva creates new items in the CRM, it assigns ownership to the target user. Since Riva is now acting on behalf of the target user, all audit fields in the CRM record the target user as the user who created and modified the item. Riva uses the permissions of the CRM target user to create and modify items and data in the CRM.

If the access permissions defined in the target user's assigned role are not sufficient, the Riva server displays "Access denied" errors for each data change it tries to synchronize. For more information, see SugarCRM access denied errors explained.

Ensure that for each target user, the assigned 1CRM or info@hand role provides sufficient permissions to create, modify, delete, import, and export datatypes that Riva will attempt to sync for that user.

Step 5. Gather Information Required for Creating a Riva 1CRM or info@hand Connection

Gather the following information, which will be required when you create the Riva connection to the 1CRM or info@hand system:

  • The http:// or https:// website link to log in to the target 1CRM or info@hand system
  • The 1CRM or info@hand username and password for the Riva connection user account

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