Managing Users via the Solution’s Admin Panel¶

For users of the Email Sidebar on:

9 min read

Important

In March 2023 release, the new Admin Panel was introduced. The support of the legacy Admin Panel will be ceased soon, thus we strongly encourage that our customers switch to the new Admin Panel. This article contains two sections:
• Managing Users in the new Admin Panel
• Managing Users in the legacy Admin Panel

To use RG Email Sidebar Admin Panel, special access permissions are required. To request the permissions for your organization, contact Revenue Grid support team by email. Admin Panel provides tools for managing end users and some of its key settings, it includes RG Email Sidebar Customization and Sync settings on admin level

Managing Users in the new Admin Panel¶

Assigned RG Email Sidebar admins can manage users; to access these settings and actions you first need to log in to Administration Panel.

Editing Users¶

To edit a user:

1. Go to the Users tab of the Admin Panel

2. In the users list, click the user you want to edit. The user Details page will open

3. Edit the necessary fields: Name, Email, Profile, License, Description, and other user settings, or view the necessary informaion: User ID, Synchronization Status, Effective Synchronization Status, Mailbox Status, Last synchronization session

4. Click Save

Changing user role¶

On the Details page, admins can also assign roles to the users in a Profile.

Select the necessary role from the Role drop-down list: * User can only manage their own settings * Profile admin can manage Profile settings and users belonging to the Profile * Platform admin can manage all Profiles, Licenses, and users within a tenant

If your organization’s roles are managed by an identity service (such as Azure AD), a role assigned in this field will be reset to the role defined by the identity service on the next login.

Actions with Users¶

You can perform actions individually for a specific user or in bulk for a group of selected RGES users. Note the action Install Sidebar, it is handy to mass-install MS Outlook Add-In after RGES Sync Engine was configured.

To open the Actions menu, select any user and click on the three dots menu in the Actions column on the right.

Note

If you don’t see the Actions column, try scrolling the page to the right and checking whether this column is selected for display.

Delete. Delete a user. Note that users with initialized mailbox cannot be deleted

Force delete. Delete a user. Users with initialized mailbox can be deleted this way

Reset mailbox. Request RG Email Sidebar to remove user customization and keep synchronization disabled. Once synchronization is enabled again, the first synchronization attempt will apply the customization to the user’s mailbox

Re-initialize mailbox. Request RG Email Sidebar to refresh mailbox data access for the user. Re-initializing is performed to resolve errors which affected data parsing consistency in the mailbox

Check settings. Check whether the Sync Engine is properly set up and restart it after fixing errors

Check CRM connectivity. Check validity of the user’s credentials for connecting to the Salesforce account

Check mailbox connectivity. Check validity of the user’s connecting to the mailbox account

Enable synchronization. Enable synchronization for a user, if it was disabled

Disable synchronization. Suspend synchronization for a user. If synchronization is suspended for an ordinary user, they can resume it on the Sync Settings page

Force synchronization. Standard synchronization interval is set to 30 minutes. Users and admins can manually trigger synchronization outside of the standard sync schedule by clicking the Force Synchronization action, but no sooner than 1 minute after the last attempt to trigger it. This is done to avoid service overload in case of multiple consecutive “Force Synchronization” requests

Install Sidebar. Install RGES Add-In in the user’s mailbox account. It is only viable if the Sync Engine was authorized to work with the user’s mail server data, i.e., the user signed up with User Registration Wizard

Remove Sidebar. Uninstall RGES Add-In from the user’s mailbox account

Reset Sidebar customization. Reset the user’s Sidebar customization settings to the default settings configured by the admin or RGES Support Team

Managing Users’ Sync Status¶

By default, synchronization is disabled for newly added user accounts until users complete the initial configuration, i.e., untill they connect both Salesforce and mailbox accounts to Revenue Grid.

To see users for whom sync is enabled or disabled on the list on the Users tab, change the sorting of the Synchronization status column.

Note

Synchronization may also get suspended automatically due to errors

You can change the sync status for several users at the same time:

Select the corresponding checkboxes in the left-most column
Click the three dots icon in the upper right corner of the page
Select Enable Synchronization or Disable Synchronization from the drop-down menu

The corresponding notification (action successful or failed) will appear at the bottom of the page.

Note

If the sync status is disabled for a Profile, synchronization will not run for any of its users no matter what individual sync status they have

All available mass actions:

Reset mailbox
Enable synchronization
Disable synchronization
Delete
Force delete
Change Profile
Change License
Reset Sidebar customization

Viewing User Subtabs¶

You can view the tabs containing detailed information about a specific user by clicking on the necessary user’s name on the list. The User details page will open.

The tabs described below appear for all users.

Connectivity¶

Displays email configuration set up for this user.

You can edit the user’s name and mailbox settings that were specified during the provisioning process or defined by the profile to which the user belongs.

If Exchange End User logon is selected, you can change the login credentials for the user:

SMTP email address,
Exchange account name (cab differ from SMTP email address)
and password

If MS Office 365 logon is selected, you:

cannot update or access User’s OAUTH2 tokens
can change user back to login/password authentication scheme
can delete a stored Refresh Token for Ordinary User

If Exchange Impersonated logon is selected:

You can change only SMTP email address, as other parameters come with the Profile configuration
Office 365 OAUTH scenario is also supported
Users are not allowed to change their SMTP email address (to prevent connecting to another user’s mailbox)

All available Mailbox access types in Email Configuration¶

See this article for complete information on each connection type.

Statistics¶

Displays the list of synchronization sessions of the selected user. To download a session’s log, click the Download Log icon in the Actions column.

If you need to download the logs for a specific period:

Set up the From and To range. By default From is set to three days back from now and To is set to now.
Select all or only the necessary logs
Click Download in the upper right corner to download the logs in the ZIP format

Sync Issues¶

Displays a list of issues from the last synchronization session.

Synchronization issues are caused by modification operations from mail server storage to Salesforce or vice versa.

Activity¶

Displays system activities for the selected user.
For each activity, you can see the following information:

Date and time when the activity occurred
An email address of the user that initiated the activity
A type of the activity
The description of the activity. To copy the activity-related details, click on the Copy icon in the Details column.

To download an activity-related log, click on the Download icon in the Actions column.

Some possible activities are:
        • User is added
        • User is removed
        • User synchronization is disabled
        • User synchronization is disabled due to authorization error
        • User synchronization is disabled due to throttling error
        • User synchronization is disabled due to other error
        • User synchronization is enabled
        • User Customization is reapplied
        • User Profile is changed
        • User Synchronization is disabled, Customization is uninstalled
        • User License assigned event.

Customization¶

Displays the Sidebar customization settings for the selected user. Learn more about Sidebar customization…

Defining Individual Synchronization Settings for a User or a Group of Users¶

It is possible to push predefined synchronization settings to groups of users and individual users within a Profile, or to all users of a Profile; the users can be allowed or disallowed to adjust these settings. If you need to preset customized sync settings to different users in your company, send us a corresponding request to our Support team

How to Get Users’ Sync IDs¶

To get a user’s Sync ID, which is used in specific configuration scenarios and API scenarios:

1. On the Users tab, click on the needed user in the users list to open their Details page

2. On the Details page, find the User ID field with an alphanumeric value

3. Copy this value, it is the user Sync Id that you need

Tip

Alternatively, if the User ID field field is empty. After opening the User’s Details page, see the URL in the address line of your browser. The link contains an alphanumeric value between the segments /users/ and /details

For example, 4e8a3d12-fa32-4d92-9170-74cac44a1530

Moving Users Between Profiles¶

Profile is assigned for each user during the provisioning process. Otherwise, users are automatically assigned to the default Profile. You can also change the Profile to which Users are assigned later after provisioning is completed.

Note

When assigning users to other Profiles, be aware that the new Profile may use a different mailbox access type or Microsoft Exchange Server impersonation settings. As a result, RG Email Sidebar’s ability to access the user’s mailbox may be affected

To assign a User to another Profile:

1. On the Users tab of the Administration Panel, click on the user you want to assign another Profile to

2. On the Details page, select the Profile that you want to assign the user to

3. Click Save

How to delete users¶

To delete a user:

1. Go to the Users tab of the Administration Panel

2. From the list of users, pick the user you want to delete and click the Force delete icon

3. In the confirmation dialog that appears, click Delete

Once a user is deleted via the Administration Panel, they cannot access and use any Revenue Grid product.

Managing Users in the legacy Admin Panel¶

Important

In March 2023 release, the new Admin Panel was introduced. The support of the old Admin Panel will be ceased soon, thus we strongly encourage that our customers switch to the new Admin Panel.

Important

To use RG Email Sidebar Admin panel, special access permissions are required. To request the permissions for your organization, contact Revenue Grid support team by email. Admin panel provides tools for managing end users and some of its key settings it includes duplicate RG Email Sidebar Customization and Sync settings on Admin level

Managing users in only available to assigned RG Email Sidebar Administrators; to access these settings and actions you first need to log in to Administration panel.

Editing Users¶

To edit a user:

1. Go to the Users tab of the Administration Panel

2. In the users list, click the user you want to edit or the Edit icon next to the user. The page with user details will appear

3. Edit the necessary fields: Name, Organization, Plan, or E-Mail

4. Click Save

Actions with Users¶

To understand the actions you may perform in the Users tab, see the descriptions of User actions Menu items below. All these can be performed individually or in bulk for a group of selected RGES users. Note the action Install RG Email Sidebar for Salesforce for Microsoft Outlook, it is handy to mass-install MS Outlook Add-In after RGES Sync Engine was configured.

>>> Click to see how to open the Menu <<<

	Edit User. Open and edit a User
	Delete. Delete a User. Please note that Users with initialized mailbox cannot be deleted
	Force Delete. Delete a user, users with initialized mailbox can be deleted this way
	Enable Synchronization. Enable synchronization for a User, if it was disabled
	Disable Synchronization. Suspend synchronization for a user. If synchronization is suspended for an ordinary User, it can be resumed from the Sync Dashboard
	Force Synchronization. Standard synchronization interval is set to 30 minutes. A user can manually trigger synchronization outside of the standard sync schedule by clicking the Force Synchronization action, but no sooner than 1 minute after the last attempt to trigger it. This is done to avoid service overload in case of multiple consecutive “Force Synchronization” requests
	Reset Mailbox. Request RG Email Sidebar to remove user customization and keep synchronization disabled. Once synchronization is enabled again, the first synchronization attempt will apply the customization to the user’s mailbox
	Re-initialize User's Mailbox. Request RG Email Sidebar to refresh mailbox data access for the user. Re-initializing is performed to resolve errors which affected data parsing consistency in the mailbox
	Check Settings. Use this action allows to verify if the Sync Engine is properly set up and to jump start it after fixing errors
	Check CRM Connectivity. Read [this article]f the connection to Salesforce tenant under these user credentials can be established
	Check Mailbox Connectivity. Read [this article]f the connection to Exchange under this user credentials can be established
	Install RG Email Sidebar for Salesforce for Microsoft Outlook. Run this action to easilt install RGES Add-In for MS Outlook for the user's account. That is ony viable if the Sync Engine was authorized to work with the user's mail server data
	Check Add-In Status. Run this action to find out if RGES Add-In for MS Outlook is installed for this user account
	Remove Add-In. Run this action to uninstall RGES Add-In for MS Outlook from this user account
	Reset Add-In Customization. Resets the user's Customization settings to the default state configured by the Admin or RGES Support Team

Managing Users’ Sync Status¶

By default, synchronization is disabled for new added User accounts until the initial configuration is completed for them. In the list on the Users tab, the Users for which sync is enabled are shown in black font color, while the Users for which it is disabled are shown in red font color.

Note

Synchronization may also get suspended automatically due to errors

You can change the sync status for several Users at the same time: mark the corresponding boxes in the left-most column, then click the Settings icon in the upper right corner of the page and from the drop-down menu select Enable Synchronization or Disable Synchronization.

The corresponding notification (action successful or failed) will appear in the bottom left corner of the page.

Note

If the sync status is disabled for an Organization, synchronization will not run for any of its users no matter what individual sync status they have

Viewing User Subtabs¶

You can view the tabs containing detailed information about a specific user when you select the needed user from the list or click the Edit icon. The User details page will open.

The following tabs are shown on every User details page.

Statistics	Displays the list of synchronization sessions of the selected user. To see more details, click the icon to open the job under Actions. A session description and details open on a new page. To download a session’s log, select the Download Log icon from the Actions
Issues	Displays a list of issues from last synchronization session Synchronization issues are caused by modifications operations from Exchange Storage to Salesforce or vice versa
Activity	Displays system activities for the selected user For each activity, you can see the following information: • Date and time when the activity occurred • An email address of the user that initiated the activity • A type of the activity To download an activity-related log, under Actions, choose the appropriate icon. Possible activities are: • Employee is Added • Employee is Removed • Employee Synchronization is Disabled • Employee Synchronization is Disabled Due to Authorization Error • Employee Synchronization is Disabled Due to Throttling Error • Employee Synchronization is Disabled Due to Other Error • Employee Synchronization is Enabled • Employee Customization is Reapplied • Employee Organization is Changed • Employee Synchronization is Disabled, Customization is Uninstalled • Employee Plan Assigned Event.
Salesforce Configuration	Displays the field for Salesforce instance URL where you configure users’ access to Salesforce
Email Configuration	Displays email configuration set up for this user You can edit the user’s name and mailbox settings that were specified during the provisioning process or defined by the organization to which the user belongs If Exchange Direct access is selected: • You can change the login credentials for the user: SMTP email address, Exchange account name (can be different from SMTP email address), and password • With Office 365 authentication: ◦ Cannot update or access User’s OAUTH2 tokens ◦ Can change user back to login/password authentication scheme ◦ Can delete a stored Refresh Token for Ordinary User If Exchange Impersonated access is selected: • You can change only SMTP email address, as other parameters come through Org configuration • Office 365 OAUTH scenario is also supported • Users are not allowed to change their SMTP email address (to prevent connecting to another user's mailbox)

All available Mailbox access types in Email Configuration¶

See this article for complete information on each connection type.

Defining Individual Synchronization Settings for a User or a Group of Users¶

In the latest RG Email Sidebar updates it is possible to push pre-defined synchronization settings to groups of users and individual users within an Org, or to all users of an Org; the users can be allowed or disallowed to adjust these settings. If you need to preset customized sync settings to different users in your Org, send us a corresponding request to our Support team

How to Get Users’ Sync IDs¶

To get a user’s Sync ID, which is used in specific configuration scenarios and API scenarios:

1. On the Users tab, click on the needed user in the users list to open their settings page

2. See the URL in the address line of your browser. The link contains an alphanumeric value between the segments /users/ and /edit

For example, 2b34d5dc-9019-4f88-a724-c1426e93a522

3. Copy this value, it is the user Sync Id that you need

Moving Users Between Organizations¶

Organization is assigned for each user during the provisioning process. Otherwise, Users are automatically assigned to the default Organization. You can also change the Organization to which Users are assigned later after provisioning is complete.

Note

when assigning Users to other Organizations, be aware that the new Organization may use a different mailbox access typ e or Microsoft Exchange Server impersonation settings. As a result, RG Email Sidebar’s ability to access the User’s mailbox may be affected

To assign a User to another Organization, do the following:

1. On the Users tab of the Administration Panel, select the end users you want to move to another Organization

2. From the Organization picklist, select the Organization that you want to move the User to

3. Click Save

4. If the following pop-up appears, click Yes or Cancel to proceed

Deleting Users¶

To delete a user:

1. Go to the Users tab of the Administration Panel

2. From the list of users, pick the user you want to delete and click the Delete icon

3. In the confirmation dialog that appears, click Delete

Once a User is deleted via the Administration Panel, they cannot access and use RG Email Sidebar Add-In / Chrome Extension.

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