Moving a Group Mailbox

When adding a new Response Manager server to your system, you may want to move an existing group mailbox to that server. This section describes how you can accomplish this task. The process consists of exporting the mailbox from the source server, moving the generated folder to the destination server, and then importing it.

In order to use this feature, the destination server must be installed using a configuration backup file from the source server. The Response Manager versions of the source and destination servers must also be identical.

For information on creating a configuration backup file, see Configuration Backup Settings.

For information on installing Response Manager using a configuration backup file, see Installing With a Configuration File.

There are several other requirements to be aware of:

Exporting a Group Mailbox

Follow these steps to export a group mailbox:

  1. In Internet Explorer, navigate to this location:

    http://hostname:8888/gmexport

    where hostname is the host name of the source Response Manager server. If you chose to use a different port than the default 8888 when installing Response Manager, use that port number instead.

  2. In the authentication dialog box that appears, enter the username and password of a Response Manager system administrator. Only system administrators have access to the group mailbox export function.

    The Export Group Mailbox Data page appears.

    Export Group Mailbox Data page
    Export Group Mailbox Data page
  3. From the drop-down menu, select the group mailbox whose data you want to export.

    Information about the group mailbox is displayed and the Export button appears.

    Export Group Mailbox Data: Group mailbox information
    Export Group Mailbox Data: Group mailbox information
  4. Click Export.

    A progress bar appears and status messages indicate the progress of the export. When the process is complete, a success message appears.

    Export Group Mailbox Data success message
    Export Group Mailbox Data success message

Importing a Group Mailbox

Importing a large group mailbox can take several hours, during which time the server will not accept incoming mail nor allow users to connect. Begin this process only when the system can be offline for the required period of time.

Follow these steps to import a group mailbox:

  1. Copy the group mailbox export folder you want to import (generated from the source server as described in the previous section) into the Server folder of the destination Response Manager server. The export folder name has a format of rm_gmName_timestamp. E.g.: rm_mygm_201202241934.

  2. In Internet Explorer, navigate to this location:

    http://hostname:8888/gmimport

    where hostname is the host name of the destination Response Manager server. If you chose to use a different port than the default 8888 when installing Response Manager, use that port number instead.

  3. In the authentication dialog box that appears, enter the username and password of a Response Manager system administrator. Only system administrators have access to the group mailbox import function.

    The Import Group Mailbox Data page appears.

    Import Group Mailbox Data page
    Import Group Mailbox Data page
  4. In the drop-down menu, select the export folder name for the group mailbox you want to import.

  5. Click Import.

    A confirmation page appears.

    Import Group Mailbox Data confirmation page
    Import Group Mailbox Data confirmation page
  6. Click Confirm Import.

  7. To begin the import, restart the Response Manager service. (See Starting and Stopping Response Manager Services).

To check the progress of the import, open the service.txt file in the Response Manager Server\Logs directory in a text editor.

Reports Notes

Please be aware of the following issues regarding reports operation for imported group mailboxes:

Outlook 2013 Support and Older Mail Programs

This section provides information important for Response Manager installations where some or all users have not yet upgraded to Outlook 2013.

Outlook 2013 communicates with IMAP servers (like Response Manager) quite differently than all previous versions of Outlook. These changes in behavior have required numerous changes in Response Manager to accommodate them. One of the changes affects users of older versions of Outlook (2003, 2007, and 2010): Response Manager will no longer accept message deletion commands from these mail programs. Specifically, the following user operations will be ignored when a message is selected:

Here are actions that users may have previously accomplished by deleting a message, and the alternate method for users of older mail programs:

If you have users of pre-2013 versions of Outlook, make sure they are aware of these differences.

Outlook 2013 support has not affected Windows Live Mail. Users of this mail program can continue to perform message deletions normally.

Disabling Outlook 2013 Support

If you do not have any users using Outlook 2013, and you prefer to retain the ability to use delete operations as described above, you can disable Outlook 2013 support using these steps:

  1. Using a text editor such as Notepad, open the mailserver.xml file, located in the server’s Server\Logic directory. (If you are running Windows 2008 or later, use the Run As Administrator option to launch the text editor; if you don’t you will be unable to save changes.)

  2. Inside the <instance> tag, find the outlook_2013_enabled setting. If it isn’t there, add it at the end. E.g., <instance .... outlook_2013_enabled="">

  3. Change the value between quotes from true to false.

  4. Save the file.

Enabling IMAP Message Modification

Outlook lets you modify the subject and body of messages by choosing the Edit Message command. Response Manager does not support the use of this command by default, since many customers want to ensure that each message remain intact, just as the sender wrote it. However, you can enable message modification support. Once enabled, users can apply the Edit Message command to any incoming message in their [My Messages] folder. Sent messages cannot be modified. Each modification is recorded in the thread history.

To enable IMAP message modification:

  1. Using a text editor such as Notepad, open the mailserver.xml file, located in the server’s Server\Logic directory. (If you are running Windows 2008 or later, use the Run As Administrator option to launch the text editor; if you don’t you will be unable to save changes.)

  2. Inside the <instance> tag, find the allow_user_message_mods setting. If it isn’t there, add it at the end. E.g., <instance .... allow_user_message_mods="">

  3. Change the value between quotes to yes.

  4. Save the file.

Miscellaneous mailserver.xml Settings

Aside from the settings covered in previous sections, the mailserver.xml file controls a few other options that you may need to change. These are described in the table below.

To change a mailserver.xml setting:

  1. Using a text editor such as Notepad, open the mailserver.xml file, located in the server’s Server\Logic directory. (If you are running Windows 2008 or later, use the Run As Administrator option to launch the text editor; if you don’t you will be unable to save changes.)

  2. Inside the <instance> tag, find the setting you want to change. If it isn’t there, add it at the end. E.g., <instance .... new_option="">

  3. Change the value between quotes.

  4. Save the file.

Setting Description
development_mode If you have custom functions or other enhancements implemented with JavaScript files, this setting controls whether changes to those scripts will be immediate or (true) or require a restart in order to take effect (false). For performance reasons, this setting should be set to false for production servers.
mail_processing_timeout Specifies the maximum time, in seconds, that the server will spend waiting to begin processing a message it is in the process of receiving via SMTP. If the timeout expires, a temporary failure status code is returned to the SMTP client. This value should be set to a number less than user mail program SMTP timeouts. If the MUA times out first, duplicate messages can occur (because the mail client sends it again later). The default value is 30.
max_folder_messages Specifies the maximum number of messages that will appear in [Closed] and [Sent] folders. To reduce memory requirements and improve performance, we recommend keeping this number as low as possible. The default value is 1500.
outlook_2013_enabled Whether to support Outlook 2013 clients. When this option if set to false (the default), Outlook 2013 clients should not be used.
nightly_batch_time The time at which daily maintenance tasks begin. Response Manager schedules certain database- and processor-intensive tasks (such as expiry of closed and sent messages) for execution beginning at 2:00 AM each morning to minimize their effect on system performance. These processes normally take less than an hour. When they’re complete, Response Manager restarts itself. Other tasks requiring access to Response Manager or its database (such as backups) should not be scheduled for this time. If the default time of 2:00 AM is not convenient given your organization’s schedule, change this setting. Use a 24-hour HH:MM format.
web_services_active Specifies whether the Response Manager web services are enabled. These services are used by the Response Manager Web UI, RM Alias Admin, and other add-ons to Response Manager. If you don’t use any of these add-ons, you may turn off web services by setting this value to no.

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