Troubleshooting

This section is helpful when you encounter problems in CRM.connector.

Appointments are not synchronized: If appointments which are created in Aurea CRM are not synchronized to Domino Server:

Try the following:

Only appointments of NCSU user are synchronized: If impersonation fails only appointments of NCSU user are synchronized. This might be cause by the missing or falsely authentication tag in the forms.xml. For further details, see also Configuration of users).

2009-09-11 11:19:54,820|Inf|interface0|WWW |General |yncML::ProcessCredentials|Login user=NCSU uri=Lotus Notes

2009-09-11 11:19:54,820|Inf|interface0|WWW |General |yncML::ProcessCredentials|Login user=NCSU master=1

No invitations are sent for company-related appointments: In case of company related appointments no invitations or cancellations are sent even if the company (mail address) belongs to a mail space which is supposed to be synchronized. This is by design.

Encrypted texts: It is not possible to synchronize Text from appointments which are encrypted by Lotus Notes. This is not a Bug, connector for Domino is technically not able to decrypt these texts, and is not meant to.

Automatic line breaks: Some users might notice that texts which are sent from Lotus Notes to Aurea CRM have an automatic line break after each 80 characters. This no Bug but a feature of the Domino Lotus Notes API which cannot be turned off.

Invitation handling: Connector creates notification messages (invitations), when synchronizing appointments from Aurea CRM to Lotus Notes. But, are such appointments modified in Lotus Notes these notifications or invitations respectively are sent by Lotus Notes itself – in other words: connector has no control, which attendees are notified. Nevertheless connector provides means to ensure, that external attendees don’t get any notification. For further details, see Handling external attendee settings.

All day events: In Lotus Notes it is not possible to create "normal" appointments which last longer than 24 hours and on the other hand Lotus Notes "All Day Events" cannot have attendees. Yet this is possible for every type of appointment in Aurea CRM.

Therefore, the following restrictions apply:

• if an appointment is created in Aurea CRM which has a duration of more than 24 hours and without additional attendees it will be synchronized as “All Day Event” type to Lotus Notes.
• if an appointment is created in Aurea CRM which has a duration of more than 24 and additional attendees will be created in Lotus Notes as a regular meeting. Although such meetings do have the correct duration they are displayed in the Lotus Notes calendar only on the first day. These appointments cannot be edited in Lotus Notes.
• if an appointment is created as a "All Day Event" by connector and afterwards the duration is changed in Aurea CRM to less than 24 hours such an appointment after resynchronization is still displayed as a "All Day Event" in Lotus Notes although the duration has been set correctly by connector. As far as we could figure out this is a technical restriction by of Lotus Notes.

Connection fails: When using impersonation to connect to a mailbox and the connection fails with the error: No mailbox with such GUID, try to create a mailbox in the Domino Server for the account used for impersonation.