iMIS Power Suite - Outlook Integration

iMIS Outlook Integration Troubleshooting

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

Attachment error

An Outlook’s attachments cannot be retrieved from Exchange. Please click here for additional supporterror might occur when saving an email with attachments.

To resolve this error, 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 for more information. Completing these setup steps will resolve this error message and cause attachments to start working again.

Note: This warning only applies to emails with attachments. You can save emails without attachments.

An unhandled error occurred while trying to retrieve IQA parameters

An An unhandled error occurred while trying to retrieve IQA parameters error might occur when working with IQA queries.

To resolve this error, do the following:

  1. Go to the Staff site, then go to RiSE > Intelligent Query Architect.
  2. Find and select the IQA query.
  3. Select the Security tab.
  4. Ensure that the Access mode is set to Authenticated Users Full Control or higher.
  5. Ensure that the Available via the REST API checkbox is filled in.

  6. Click Save.

Unable to validate background account

An Unable to validate background account error might occur when a user attempts to logs in.

To resolve this error, do the following:

  1. In a browser window, go to cloud.csiinc.com.
  2. Log in with your credentials.
  3. From General, select My Account.
  4. From Account Info, select the Update My Account Info button.
  5. In the Background Account section, input the iMIS Username and iMIS Password credentials for a Cloud admin account with system admin rights.
  6. Click Save Changes.

Your account is missing the iMIS RemoteService role error

A Your account is missing the iMIS RemoteService role error might occur when a user logs in.

To correct this, 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 role.

Save as Interaction or Save as Activity button not visible

An error might occur where the Save as Activity or Save as Interaction buttons are not visible. This error often occurs because 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 system administrators 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

An error might occur where, when saving an Activity or an Interaction, the Updated By or Owner fields show the Cloud Background Credentials instead of the user that saved the Activity or Interaction, is caused by a limitation in the iMIS REST API. In order for a user to write the transaction, they would need elevated rights to call the iMIS REST API. A normal user would not have these elevated rights, resulting in the Cloud Background Credentials displaying instead of the user who saved the Activity or Interaction.

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

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.

To resolve this error, do the following:

  1. Login to the iMIS Staff site with a user that has SysAdmin privileges.
  2. Go to Community > Security > Users.
  3. Search for the user and verify that the RemoteService role has been added for the user.
  4. If not, Add the role and click OK.
  5. Click Save.
  6. Go to Settings > About iMIS.
  7. Click Purge System Cache.

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

Outlook Desktop - Issue with Contacts Replacing Recipients

An error might occur when selecting recipients from the results of a search in iMIS Outlook Integration, where the email address is replaced by an entry from an Outlook contacts list.

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

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 Peter Baker is selected from the search results, Outlook finds the matching contact and replaces the recipient with the contact:

To resolve this error, do the following:

  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. Select Custom and Remove all existing entries, then select the Add button to add the previously-created Empty Folder.
  5. Click OK.

This causes Outlook to only search in the Empty Folder for matching names, where it is unable to find anything to replace.

Unable to view add-ins

See Users don't see add-ins for more information.