iMIS Outlook Integration Troubleshooting

The following page contains information on troubleshooting issues and known limitations of iMIS Outlook Integration.

Attachment error

If you receive this error: Outlook’s attachments cannot be retrieved from Exchange. Please click here for additional support.

Note: This warning is about emails with attachments. If you have an email without an attachment this does NOT prevent you from saving.

Your IT administrator will need to complete a new setup step for iMIS Outlook Integration in order for attachments to function correctly.

See the iMIS Outlook Integration attachment configuration instructions.

Completing these setup steps will resolve this error message and cause attachments to start working again.

An unhandled error occurred while trying to retrieve IQA parameters

When this error is received, confirm in the Staff Site in the Intelligent Query Architect (IQA) that the Available via the REST API box has been checked on the security tab, and the Access mode security is Authenticated Users Full Control or higher.

Trouble logging in?

Error: Unable to validate background account

To correct this, open a browser and go to cloud.csiinc.com. Once you’ve logged into your portal, on the left sidebar under General is My Account. Click that and in the center under Account Info, click the Update My Account Info button. Once that’s open, on the left side is Background Account. Add the new iMIS Manager Password and then click Save Changes below.

Error: Your account is missing the iMIS RemoteService role

To correct this, please contact your iMIS system administrator and request the role of RemoteService be added to your security profile.

Important! The RemoteService role is required if your iMIS instance is 2017. iMIS EMS does not require the RemoteService.

Save as Interaction or Save as Activity button not visible

This is often due to the fact that the Save as Interaction or Save as Activity buttons are not set with the proper permissions. Out of the box, iMIS Outlook Integration is set so that SysAdmins can see those buttons but not all users. Update the Options in iMIS Outlook Integration to make the button visible.

See Updating The Roles for Save As Interaction or Save As Activity to resolve this issue.

Saving Activities or Interactions

When saving an Activity or an Interaction, the Updated By or Owner fields show the CSI Cloud Background Credentials instead of the person that actually saved the Activity or Interaction.

This is a limitation due to the iMIS REST API. In order to write one of these transactions, you need the elevated rights to call the iMIS REST API. A normal user would not have these elevated rights.

Comments regarding this behavior can be directed to: productowners@advsol.com

Error when downloading attachments on Interactions

There is a known issue with downloading iMIS interactions from the staff site.

If the interaction has an attachment, clicking on the Download button may display an error message.

A user can still download the attachments by scrolling to the bottom of the interaction window and clicking on each attachment to download it.

Error received of incorrect username or password when credentials are known to be correct

Problem:

When logging into iMIS Outlook Integration, a user receives an error message that their username or password is incorrect when the user knows that they are correct for the iMIS Staff site.

Solution:

  1. Login to the iMIS Staff site with a user that has SysAdmin privileges.
  2. Go to Security > Users.
  3. Search for the user and verify that the Remote Service role has been added for the user.
  4. If not, add it and then click Save.
  5. Then go to Settings > About iMIS.
  6. Click Purge System Cache.

The user should now be able to successfully log into iMIS Outlook Integration.

Outlook Desktop - Issue with Contacts Replacing Recipients

Problem:

When selecting recipients from the results of a search in iMIS Outlook Integration, the email address is being replaced by an entry from an Outlook contacts list.

Example: I have a Contacts list in Outlook which contains an entry for Peter Baker with an email address of pb@noemail.com:

My search results in iMIS Outlook Integration contains a member with the exact same name, Peter Baker, but a different email address, pbaker@mailinator.com.

When I select Peter Baker from the search results, Outlook finds the matching contact and replaces the recipient with the contact:

Solution:

  1. In the Outlook contacts pane, create a new folder that is empty (for example, Empty Folder):
  2. Open the Address Book.
  3. Under the Tools menu, click Options. The Addressing window will appear.
  4. Click on the Custom radio button and remove all existing entries then click the Add button to add the previously-created Empty Folder.
  5. Click OK. This will cause Outlook to only look in the Empty Folder for matching names, where it will not find anything to replace.

Unable to view add-ins

See User not seeing add-ins for more information.