NT Manage Server Escalation Procedures

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					Notify Technology Corporation - Confidential




          Notify Technology Corporation
  Release Notice for NotifyLink Enterprise Server -
                     FirstClass



                                                  REVISION HISTORY
        Date                                   Author                         Description of Changes

    09/17/2012                        Anthony Costello                        Version 4.8.2 Patch 3
                                                                     Bug 9444 Under FirstClass Things to Know
    01/23/2012                          Jodie Grazier                             Version 4.8.0
    11/03/2010                          Jodie Grazier                              Version 4.7.1
    09/20/2010                          Jodie Grazier                              Version 4.7.0
    03/04/2010                          Jodie Grazier                           Updated item 7297
    06/25/2009                          Jodie Grazier              Added Important Things To Know for editing the
                                                                              SYNC_PACKET_SIZE
    02/26/2009                          Jodie Grazier                              Version 4.6.0
    04/18/2008                          Jodie Grazier              Added Outstanding Issues and Things To Know
    04/15/2008                          Jodie Graizer                          Initial Release v4.5.0




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I. Installer Information ........................................................................................... 3
II. Functional Summary ......................................................................................... 3
    A. Installer New/Changed Features................................................................... 3
    B. Server New/Changed Features..................................................................... 3
    C. User Interface (Web) New/Changed Features .............................................. 3
III. Important Things To Know ............................................................................... 3
    A. Features Not Supported ................................................................................ 3
    B. NotifyLink Server Things To Know ................................................................ 3
    C. Device Things To Know ................................................................................ 3
    D. FirstClass Things To Know ........................................................................... 4
IV. Outstanding Issues/Bugs ................................................................................. 5
    A. NotifyLink Server Outstanding Issues/Bugs .................................................. 5
    B. FirstClass Outstanding Issues/Bugs ............................................................. 5




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I. Installer Information
Original Release Date (NLES v4.8.0): 01/23/2012

Base Product: NotifyLink Enterprise Server


II. Functional Summary
A. Installer New/Changed Features

B. Server New/Changed Features

C. User Interface (Web) New/Changed Features


III. Important Things To Know
A. Features Not Supported

     1.) The Visibility/Sensitivity of a calendar event or task is not synchronized to the device.
         7283
     2.) The Category of a calendar event or task is not synchronized to the device. 7305

B. NotifyLink Server Things To Know

     1.) In the NotifyLink Mail Servers settings, the Trash and Sent Items folders may be set to a
         folder that does not exist in the users' FirstClass accounts. If this is done, the folder will
         not be automatically created and so deletes and tracking messages do not work as
         expected. To correct the issue, either create the folder manually in the users' FirstClass
         accounts or change the Mail Servers settings to use a folder that already exists for the
         users. 7580
     2.) This issue involves events/contacts/tasks (PIM) created or edited on the FirstClass server
         with multiple carriage returns in the notes field. When synchronized to the device all but
         the first carriage return are removed. 7595
     3.) Only the default “Contacts” Address Book will be synchronized with the device. 7688
     4.) The FirstClass Client allows the use of return lines in a Contact's Job Title, Company,
         and Department fields. These will be converted to spaces by NLPim to be compatible
         with all device types supported for NotifyLink. 7292
     5.) The following situations are expected behavior for calendar events synchronizing
         between FirstClass and NotifyLink. 7299 / 7302
             I. Calendar events created on the server without a subject synchronize to the device
                with "No Subject" in the subject field.
            II. Calendar events created on the device with the start time set at midnight and end
                time set at midnight of the following day synchronize to the server as "All Day"
                events.
     6.) Exceptions to recurring appointments should be created in FirstClass if possible. When
         created on the device, deleted instances will not be deleted from FirstClass and modified
         instances will be displayed along with the regular instance of the event. 7284

C. Device Things To Know
    1.) This issue involves recurring events that are created on a Windows Mobile device and
        synchronized to the FirstClass server. Recurring events that are set to occur every
        weekday (M,T,W,TH,F) or every weekend day (SAT, SUN) for a specific number of

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          instances (not recurring forever) synchronize to the server with the number of instances
          interpreted as weeks instead of day. For example, recurring every weekday for 5
          instances instead recurs for for 5 weeks. Likewise events set for every weekend day
          synchronize with instances for 2 weeks instead of 2 days. 7290

D. FirstClass Things To Know
    1.) PIM Slow Syncs may occur which result in mass delete/add of pim items. If this is
         experienced, a possible remedy is to edit the FirstClass inetsvcs.cf file to set
         SYNC_PACKET_SIZE to 32000.
    2.) Contacts will not be synchronized to the device unless the “Synchronize entry with
         device” option is checked. Additionally, contacts deleted from the device will remain on
         the FirstClass server with the “Synchronize entry with device” option unchecked. 7285 /
         7291
    3.) A device created contact will sometimes cause the server, within a pim cycle or two, to
         send down an update for the contact to the device, but the contact does not appear
         changed. 7914
    4.) Contacts created on either the device or the FirstClass server that do not have the name
         or company field filled in do not synchronize. 7293
    5.) A slow sync (status 508) may randomly occur, causing updates to be sent to the device
         for calendar events, contacts and tasks that have been created and synchronized. This
         may occur even though no changes have been made to the item. Recurring events and
         server created events have been observed to produce duplicate or triplicate instances of
         the event on the device and server as a result of the random updates. 7561 / 7653
    6.) Calendar and Task LookBack/LookAhead range settings in either the NotifyLink
         Administrative or Client web are ignored. Calendar and task synchronization ranges are
         set in the FirstClass web client (Desktop > Preferences > Handheld Devices >
         "Synchronize only after date"). 7286
    7.) An event created on the device before the "Synchronize only after date" does not get
         added to the server. This "Synchronize only after date" parameter is the one set in
         FirstClass and it overrides any LookBack/LookAhead range set in the NotifyLink policies.
         7303
    8.) If you change the "Synchronize only after date" in the FirstClass Client, no deletes or
         adds are sent to the device for events or tasks that fall out of or enter the new range.
         7301
    9.) When single and recurring events are created on the FirstClass server, sometimes the
         server will create a separate, unrelated, "No Subject" single event that occurs on the
         same day as one of the user created events. The "No Subject" event is then
         synchronized to the device. 7945
    10.) Meeting invitations created on the FirstClass server are not synchronized to the device
         until the invitation is either accepted or accepted as tentative on the server. The invitation
         itself is not synchronized to the device Inbox, but once the invitation is accepted on the
         server, the calendar event is synchronized. 7287
    11.) Recurring events created on the device with a pattern not supported in FirstClass will not
         synchronize properly to the server; only the first instance appears on the server. Patterns
         that ARE supported: 7288
              a. Every Day
              b. Every Week
              c. Every Weekday
              d. Every Weekend day
              e. Every Two Weeks (Biweekly)
              f. Every Month on that day
              g. Every Month on that weekday
              h. Every Two Months on that day (Bimonthly)
              i. Every Three Months on that day (Quarterly)
              j. Every Year on that day


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     12.) FirstClass does not allow the user to change the recurrence pattern on the server or the
          device. Therefore, if such a change is made on the device, for example changing an
          event from Daily to Weekly, it is not changed on the server. 7289
     13.) The FirstClass client does not retain the priority of an email that is sent from the device.
          An email that is sent with either high or low priority will always display as normal. 9444


IV. Outstanding Issues/Bugs
A. NotifyLink Server Outstanding Issues/Bugs
    1.) Tasks/Events created on the device with the same subject/description as a task/event
        previously created on the device may not appear on the FirstClass server, even when
        other fields of information on the task/event are not identical. 7662
    2.) Accepting the original meeting invitation on the server synchronizes the calendar event to
        the device. Accepting a change (in description, notes, location, time, etc.) to the original
        meeting invitation event on the server, synchronizes the changed event to the device.
        This results in the meeting event appearing twice on the device since a change/delete for
        the original calendar event is not sent. 7675
    3.) When a meeting organizer's event reminder expires on the FirstClass server, it causes
        the server to see the event as an updated appointment. Consequently a second meeting
        invitation is sent to the invitees' server Inbox. If this second invitation is accepted, the
        invitee will see a duplicate meeting event on the device calendar. 7956
    4.) This issue involves tasks created on the device with the same reminder and due date
        (with any reminder time). When synchronized to the FirstClass server, the task appears
        with the correct reminder date, but the reminder time is either 30 minutes or blank. 7840

B. FirstClass Outstanding Issues/Bugs
    1.) When issuing a lookup where the results exceed 20 matches, the LDAP search failed
        and either locked the device or returned an error message "LDAP SEARCH failed." 7694
    2.) Chinese or Russian characters in a PIM item, originating on the FirstClass server, do not
        synchronize to the device in the expected UTF-8 format. 7315
    3.) When processed through the PIM cycle, the "Synchronize entry with handheld device"
        option is disabled for contacts created on the FirstClass server with only a first and last
        name. Consequently, the contact is not sent to the device. In addition, when large
        quantities of this type of contact are processed during a new user's initial sychronization
        or an OTA load, error 12002 is produced. 7638 / 7642
    4.) This issue involves server created contacts with only a first and last name and with the
        "Synchronize entry with handheld device" setting enabled. If the contact is saved and
        then reopened before the next pim cycle and kept open during subsequent pim cycles, it
        causes a continual slow sync (status 508 error - contact adds/deletes sent down to
        device). The server does not process the opened contact and nothing is sent to the
        device for it. 7643
    5.) Contact changes made on the device are only synchronized to the FirstClass server if the
        phone and address fields are filled in and if the modification includes a change to the
        phone or address field. 7605
    6.) Calendar and Task items deleted from the device will remain on the FirstClass server.
        The item will be sent back to the device during the next pim cycle. 7285
    7.) An event originally created on the FirstClass server with a category will lose the category
        if the event is modified on the device. 7305
    8.) When an all day event is edited on the device, the change is synchronized to the
        FirstClass server, but the "all day event" box becomes unchecked and the event duration
        is set to 23 hours 59 minutes 59 seconds. 7870
    9.) A monthly by weekday position recurring event created on the FirstClass server
        sometimes shows occurrences off by one week on the device. For example, an event set
        on the server for the third Tuesday of every month may show up on the fourth Tuesday of
        the month. 7690
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     10.) Meeting requests initiated from the device the device do not completely synchronize to
          the FirstClass server (older than version 9.1). The event is added to the NotfiyLink user's
          calendar, but attendees do not receive the meeting invitation. 7297
               a. This can be resolved in FirstClass 9.1 by enabling the following option in the
                   Desktop client on the FirstClass server: User > Preferences > Handheld Devices
                   > "Export Attendees"/"Import Attendees"
     11.) This issue applies to meetings that have been accepted, but subsequently are deleted by
          the organizer (or if the organizer removes the NotifyLink user from the attendee list). The
          event is removed from the FirstClass calendar, but is not removed from the device. 7300
     12.) Task deletions made on the FirstClass server do not get synchronized to the device.
          7600
     13.) Tasks created on the FirstClass server with no Start Date and no Due Date are not
          synchronized to device. Tasks created on the server with a Start Date, but no Due Date
          synchronize to the device with a Due Date the same as the Start Date. 7295 / 7604
     14.) Tasks created on the FirstClass server without a Subject do not synchronize to the
          device. If something is added to the Subject (even a space) the task synchronizes. 7307
     15.) A task created on the device with "Low Priority" is synchronized to the FirstClass server
          as "Normal" priority. 7608
     16.) For a task that has been marked as completed, the following changes do not synchronize
          to the FirstClass server: marking the task as "in progress" / "not completed" or editing the
          task subject. 7613




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