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Troubleshooting the Agiloft Contract Assistant for Outlook

Use the following resources to ensure that the configuration and installation of the Agiloft Contract Assistant for Microsoft Outlook are completed successfully. This resource, along with the hyperlinked pages throughout it, should include everything you need when setting up the app to work with a KB.

This article is a work in progress and will gain additional information as it is discovered through further testing and live usage. If you have an issue that isn't listed here or addressed within the other Agiloft Contract Assistant for Outlook wiki articles, contact your Agiloft representative.

If you are not receiving email messages, always make sure to check your spam folder first. You may have to reconfigure your email rules or other settings to receive these messages.


General

This section highlights issues that may occur before or during installation.

Hosting

You cannot use the newest R23 version of the app if the customer's Outlook server is hosted on premise; the app only works if email server is hosted on O365. If you are not hosted on O365, you can only access the R22 version. The recommended server configurations is the Exchange Mail server on O365 and Agiloft on an Agiloft-maintained server.

Post-Installation

This section highlights issues that may occur after installation.

Microsoft Trust Center

If the Agiloft icon isn't visible on the ribbon in Microsoft Outlook, or you receive the below error message the first time you launch Word after adding the app, you may need to turn on connected experiences. To do so:

  1. Open Microsoft Outlook and click Options.
  2. Click Trust Center and then Trust Center Settings.
  3. On the left-hand side of the Trust Center window, click Privacy Options and then Privacy Settings.
  4. Make sure that connected experiences is turned on.

Optional connected experiences

Error Message

Solution

The service required to use this feature is turned off. Check your privacy settings. Open Microsoft Outlook > Options > Trust Center > Trust Center Settings > Privacy Options > Privacy Settings > Turn On optional connected experiences.

Logging In

This section covers issues you may encounter when logging in. If you can't log in at all, it is likely a REST issue with your Group permissions, but if you can log in with a username and password, there is an issue with your SSO configuration. This issue is usually diagnosed from an error message that reads "EWWrongDataException: Session could not be created."

  • If you are unable to log in to the app once it is configured and installed:
    • Ensure that the Group you are in has access to REST services. You can check by accessing the REST groups multichoice field by going to the Setup gear icon > System > Manage Web Services > Groups Allowed for REST. You can then check the list to see if your Group is selected. If it is not selected, select it and click Finish.

Error Message

Solution

EWWrongDataException: Session could not be createdIf you get this error message when logging in, check your REST group permissions with the information mentioned above. If you can successfully login in with a username and password, but still get this error message when logging in with SSO, then it is your SSO configuration that requires attention.


Inbound Email

Check these sections for issues that revolve around inbound email. You should use a different inbound email for every KB.

Inbound Email Enabled

If you are using inbound email, make sure it is enabled. To do so:

  1. Navigate to Setup > Email and SMS.
  2. Click Configure Inbound Email.
  3. Open the relevant record.
  4. On the account tab, under Activity, make sure that the account is not disabled.
    Email Activity

CC Field

If you create a new email from Outlook, and then click Add this Contract as a Recipient, you may find that the CC field is not properly updated with the correct email address. In fact, you may find that the CC field is not updated at all.

This issue happens likely because the system does not recognize the email address that was entered as the inbound email account. In this case, the system automatically assigns the inbound email account to the out-of-the-box "Anonymous" user. However, if the Anonymous user has been deleted, or does not have the proper permissions, this results in the blank CC field issue.

To solve this issue, follow these steps:

  1. Go to Setup > Email and SMS.
  2. Under Inbound Email Accounts, click Configure Inbound Email.
  3. Open the Inbound email record, and navigate to the Access tab.
  4. Under "On record update if the sender is not recognized," make sure to click the radio button next to "Update the record from this user account."
  5. Make sure that there is a value in the look-up field underneath "Update the record from this user account." This value should be a user that has update permissions, such as admin; this is the same location where the anonymous user would be listed if it was not deleted.
    User update account
  6. Save the record.

Add this Contract as a Recipient 

When a mailbox is created at the Exchange mail server and used as an inbound email address, custom headers are added to the email when the Add this Contract as a Recipient button is pressed. This button also puts the inbound email address in the CC field. When messages sent using the Outlook app arrive in the inbound email inbox, the headers are still present. However, when Agiloft processes those emails, the server may remove the headers. 

These custom headers are:

  • x-agiloft-record-id
  • x-agiloft-table-id

To authorize these custom headers, follow these steps. To do so, you must have access to the inbound email inbox.

  1. Log in to the inbound email account, and open Outlook.
  2. Install the Outlook app for this account.
  3. Connect to your KB, using an admin-level login and password.
  4. Create a new message and add a contract record as a recipient. Ensure that the inbound email address is added to the CC field.
  5. Copy the email address in the CC field and add it to the To field. This email address should remain present in the CC field.
  6. Enter some arbitrary text in the Subject and Body fields of the email, then click Send.

This results in the email being routed correctly to the record you selected in step 4 above, and authorizes the custom headers listed above for all users sending emails through the Outlook app for the particular organization.