Introduction
This article is meant for administrators who want to troubleshoot problems concerning access permissions for functional accounts. This troubleshooting guide can help if your organization uses the Zivver Synctool to synchronize functional accounts, so that it can be resolved as quickly as possible without needing to contact Zivver.
Functional accounts are general use email addresses such as servicedesk@example.com. Functional accounts are also called shared accounts or shared mailboxes. Users who have delegated access to a functional account are automatically logged in for that account in all clients, when users are logged in their personal account.
Prerequisites
You are administrator for Zivver.
Use the latest version of the Synctool.
You are administrator for the Synctool.
You have access to the source data (Active Directory or Exchange).
TIP
Write down which email addresses are affected. It helps if you know which user mailbox should have access to a shared mailbox before you continue. For example:
john.doe@example.com and jane.doe@example.com have FullAccess AccessRights in Exchange to shared mailbox servicedesk@example.com.
Overview of Troubleshooting steps
graph TD;
A((Start)) --> B{Is the daily\n synchronization still running?};
B -->|Yes| C[Troubleshoot the automated\n synchronization];
B -->|No| D{Do the missing users\n all have an\n active Zivver account?};
C --> E((End));
D --> |No| F[Make sure the users\n have active accounts];
D --> |Yes| G{Are the mailbox\n permissions retreived by\n the data preview of the Synctool};
F --> E;
G -->|No| O{Are you using nested groups?};
O -->|Yes| H{Which source\n are you using?};
O -->|No| J;
H -->|LDAP| I[Nested groups are not supported in LDAP];
I --> J[Verify the minimal techincal requirements\n for the configured shared mailbox sync];
J --> E;
H -->|Exchange| K[Enable setting];
K --> J;
G -->|Yes| L{Are there any errros\n in the Synctool log?};
L -->|Yes| M[Fix the root cause of the issue];
M --> E;
L -->|No| N[plan a troubleshoot session with support];
N --> E;
style A fill:#4CAF50,stroke:#4CAF50,stroke-width:2px; %% Groene startcirkel
style E fill:#FF0000,stroke:#FF0000,stroke-width:2px; %% Rode eindcirkel
style B fill:transparent,stroke:#000000,stroke-width:2px; %% Gouden ruit
style C fill:transparent,stroke:#000000,stroke-width:2px; %% Transparant voor gewone vakken
style D fill:transparent,stroke:#000000,stroke-width:2px; %% Transparant voor gewone vakken
style F fill:transparent,stroke:#000000,stroke-width:2px; %% Transparant voor gewone vakken
style G fill:transparent,stroke:#000000,stroke-width:2px; %% Transparant voor gewone vakken
style H fill:transparent,stroke:#000000,stroke-width:2px; %% Transparant voor gewone vakken
style I fill:transparent,stroke:#000000,stroke-width:2px; %% Transparant voor gewone vakken
style J fill:transparent,stroke:#000000,stroke-width:2px; %% Transparant voor gewone vakken
style K fill:transparent,stroke:#000000,stroke-width:2px; %% Transparant voor gewone vakken
style L fill:transparent,stroke:#000000,stroke-width:2px; %% Transparant voor gewone vakken
style M fill:transparent,stroke:#000000,stroke-width:2px; %% Transparant voor gewone vakken
style N fill:transparent,stroke:#000000,stroke-width:2px; %% Transparant voor gewone vakken
style O fill:transparent,stroke:#000000,stroke-width:2px; %% Transparant voor gewone vakken
