Monitoring Users and Organizations Sync via the 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. Please note that Admin panel access is only granted to Enterprise customers: the Panel provides tools for managing a big number of end users and some of its key settings it includes duplicate RG Email Sidebar Customization and Sync settings on Admin level.
Administration panel includes tools for real-time tracking of synchronization statuses of RG Email Sidebar users and organizations to promptly resolve emerging sync issues.
Sync statuses can be monitored and managed by applying different filters, focusing view on list items with certain parameters. The Organizations and Users for which synchronization is enabled are shown in black font color; ones for which it is disabled are shown in red font color.
You can monitor Users’ sync statuses using the following Administration Panel tools:
• Monitoring Organizations’ Sync Statuses
• Exporting Organizations to CSV
• Monitoring Users in Specific Organization
• Exporting Users to CSV
• Monitoring Synchronization Statistics in Specific Organization
• Exporting Synchronization Sessions to CSV
• Viewing Synchronization Job Details
• Downloading Logs
• Monitoring Synchronization Issues for a Specific User
Monitoring Organizations’ Sync Statuses¶
You can apply filters to the list view and monitor the Organizations with enabled or disabled synchronization status.
To monitor Organizations’ synchronization statuses:
1. Go to the Organizations page.
2. In the search box at the top of the Synchronization Status column, enter your search criteria, for example, enabled. The list will show all Organizations with enabled sync status.
Exporting Organizations to CSV¶
You can export the data from the Organizations tab list as a CSV file. After you apply necessary filters, export the items as a CSV file with their current view applied; the file is viewable and editable as an Excel document. For example, this way you can export all Organizations with enabled or disabled sync status.
To export the data to a CSV file, click the Export to CSV button above the second column. Wait until the document downloads and then you can open it in MS Excel.
Monitoring Users in a Specific Organization¶
1. Go to the Organizations tab and open the needed Organization.
2. On the Users subtab, filter Users by their sync status. To do that, enter one of the following search criteria in the search box at the top of the Synchronization Disabled column:
• False. When set to false, synchronization is enabled for a User. These Users are shown in black font color.
• True. When set to true, synchronization is disabled for a User. These Users are shown in red font color.
Exporting Users data to CSV¶
To export the data with Users’ sync sessions details to a CSV file, click the Export to CSV button above the second column. Wait until the document downloads and then you can open it in MS Excel.
Monitoring Synchronization Statistics in a Specific Organization¶
You can view an Organization’s sync sessions on the Statistics subtab of the Organizations tab. By default, the Statistics tab shows the items sorted by their statuses (finished / errors) and filtered by errors, so you can view what went wrong with synchronization and needs to be fixed. More details on each unsuccessful sync session are shown in the columns.
Exporting Synchronization Sessions to CSV¶
To export the data with synchronization sessions details to CSV, click the Export to CSV button above the second column. Wait until the document downloads and then you can open it in MS Excel.
Viewing Synchronization Job Details¶
You can view synchronization job details for all Users of a specific Organization on the Statistics subtab.
Note
Some columns are hidden by default. To add and view more columns, click the ☰ (Menu) icon on the Statistics subtab and select the columns you need from the picklist.
You can view sync job details by clicking the i icon in the Actions column.
The following columns show sync session details for Users:
• User.
• Run. Synchronization time period and date.
• Status. By default, the statuses are filtered by errors; additional details on the sync session are displayed here.
• Objects ⏍. A detailed report on synchronized objects. You can copy the values to clipboard by clicking the ⏍ icon.
• Objects. The number of synchronized objects.
• Changes. The number of changes after sync completion.
• Failures. Failures during synchronization.
• Total Changes. The total number of changes after synchronization.
• Error Source. Displays the source of error. Possible values: Unknown / Microsoft Exchange / Connector.
• Error Category. Displays the error category. For example, caused by authentication issues.
• Exception ⏍. You can copy the value to clipboard by clicking the ⏍ icon.
• Issues. The number of issues detected after sync.
• Conflicts. The number of conflicts detected after sync.
Downloading Logs¶
In case you need more details on a synchronization session of a specific User (or Organization), you can download the logs.
To download logs of a specific User, click the ⤓ icon in the Actions column (Statistics subtab) and wait for the .zip archive with logs to download.
Monitoring Synchronization Issues for a Specific User¶
If sync results for some objects cannot be created, updated, or deleted in Exchange or in Salesforce, a synchronization issue regarding this object will be logged for the User.
To investigate the sync session issues of a specific User, find the needed User and view the sync status details for this User.
To view synchronization issues for a specific User:
1. Go to the Users tab and find the User you want to monitor.
2. On the Issues subtab, you can view the list of issues for this User. The details about the issues are given in the following table:
• Type. Type of the object that could not be synchronized. The possible types are E-Mail or Appointment.
• Name. The name of the object. For example, the Full name for Contacts or the Subject line for Events.
• Direction. The direction might be from Exchange to Salesforce or vice versa.
• Operation name. Create, Update, or Delete.
• Error Code. The following values are possible:
0 – object is active / success result;
1 – object is locked / an error in the operation;
2 – object is already removed in a storage;
3 – object is inaccessible / updated prematurely in a storage.
• Error Text. The error text returned by the instance in which changes are going to be made.
Also, you can view the synchronization issues of a specific User in User Dashboard. For more information, see the Handling Issues article.
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