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ACT & Citrix

JW
Copper Contributor
Posts: 78
Country: USA

ACT & Citrix

We have not been able to record history notes when sending email messages and using ACT inside Citrix for an extended period of time.  ACT had two knowledged articles that neither address the issue.  Is anyone else experiencing this or found a solution?

 

When we use Outlook and ACT inside Citrix and try to record a history note, it will record multiple times to multiple contact records and randonmly places the record manager as people other than whom sent it.

 

We could sure use a fix!

 

Looking for help.

Moderator
Posts: 4,395
Country: USA

Re: ACT & Citrix

JW,

 

How is ACT! implemented in the Citrix environment?  Is ACT! used as a published application?

 

 

JW
Copper Contributor
Posts: 78
Country: USA

Re: ACT & Citrix

Yes.
Moderator
Posts: 4,395
Country: USA

Re: ACT & Citrix

JW,

 

Sounds like all the citrix users are pointing to the same history queue folder.  The history queue folder is unqiue to each windows profile and its a storage area until the email gets written to the database.

 

Check the following registration location on the Citrix server for each user -

HKEY_CURRENT_USER\Software\ACT\OutlookHistoryService\Desktop\QPath

 

See if its pointing to the same folder.  If so, then change the path to the correct location -

C:\Documents and Settings\<User Name>\Application Data\ACT\ACT for Windows <Version Number>\HistoryQueue

 

JW
Copper Contributor
Posts: 78
Country: USA

Re: ACT & Citrix

Ya, ACT had a KB on this and we tried it last fall, but it didn't work.  Who knows we'll try it again.
New Member
Posts: 6
Country: United States

Re: ACT & Citrix

We are also running Outlook and ACT inside Citrix as a published app. We are having problems with recording email history that is sent from Outlook. We do not have problems with it recording on multiple contacts or on random records. Our problem is that the email history does not record at all. Any Suggestions?