Many Email Archiving systems require email addresses in the exported IM conversations. This article describes how to troubleshoot the situtation when the exported IM conversations do not include the expected email addresses.
Using the steps below helps you narrow down the reason as to why an exported IM conversation does not have the expected email addresses. This procedure can also help identify situations where export is not used but email addresses are not visible in the other parts of the IM Manager product where expected. This procedure also applies to attributes other than email address that are synchronized from an LDAP source.
Prior to starting this process identify an IM name within the conversation which is expected to have an IM name. Also identify the date and time of the IM conversation. This information is obtained from the exported IM message.
Check the IM Manager Reviewer Console
Reviewer Console Does Contain Email Addresses
Reviewer Console Does not Contain Email Addresses
IM User was Registered at the Time the Conversation Took Place
IM User was not Registered at the Time the Conversation Took Place
Mail Attribute Is Synchronized
Advanced Settings Correct
LDAP Source Contains Email Addresses
User is Newly Registered
User is Not Registered
Mail Attribute Not Synchronized
IM Name Registration Not Matched to an Active Directory Windows Account
Advanced Settings Message Mapping Incorrect
LDAPUpdateService not Running
LDAP Source Does not Contain Email Addresses
Exporting Reuters IM Conversations
Reuters IM users are typically not registered with IM Manager. If this is the case the IM Manager XSL export file can be configured to extract an email address from the Reuters IM name.
Prior to doing this ensure that Retuers IM names are of the form <email address>@reuters.net. For example if the email address is email@example.com then the Reuters IM name will be firstname.lastname@example.org.
Perform the following steps:
1. Edit the XSL file in an editor.
2. Find the following lines:
3. Ensure that the value of exportCanonicalReutersIMnameasEmail is true:
4. Cofigure the local email domains. Separate each local email domain by the pipe symbol (|).
For example to configure foobar.com and barfoo.com as internal domains configure the line like this:
5. Save the file and exit the editor.
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