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Contents 1 Google Apps Issues 1.1 Is it possible to implement the "Add to Calendar" and other smart links features in the Case Google Apps email? This is a very useful component of my "real" Gmail account & it would be nice to have here as well. 1.2 07/13/2009 - Users who have their Google Apps mail account forwarded to their personal GMail account are not receiving Case Daily mail or Security alerts. 2 Frequently Asked Questions about Google Apps at Case Western Reserve University 2.1 How do I opt in to Google Apps? 2.2 What Apps are available? 2.3 If I have a problem, where can I go to try to determine the cause? 2.4 How will mail routing work? 2.5 How will passwords work? 2.6 Can I use Outlook to view/sync my e-mail, calendar, and contacts with Google Apps web interface? 2.7 Can I archive/backup my email locally if I am using Google Apps? 2.8 Can I migrate my Case Webmail Address book to Gmail or Google Apps? 2.9 Can I search for Case users in my contact list/address book on Google Apps? 2.10 Is there a way to see my Oracle Calendar in Google Calendar? 2.11 Is there a way to synchronize my device or desktop client with Google Calendar? 2.12 How can I learn more about using Google Calendar? 2.13 How can I backup the data currently being stored in Google Apps? 2.14 Where can I find more help with using Google Apps? 2.15 If I have problems using Google Apps, who do I call? 2.16 I'm routing my mail solely to Google Apps, but the Case Daily and voice mail messages are being delivered to both my new Google Apps mailbox AND the old mailbox. How do I stop the messages going to the old mailbox? 2.17 If I forward my mail to Google Apps, can I still hear my voicemail messages on the phone? 2.18 How can I add a Google Apps Chatback widget to my webpage/blog? 2.19 I clicked a link for Google Calendar or Google Docs on the start page and it took me somewhere unexpected - what happened? 2.20 What about the privacy and security of my data hosted on GoogleApps? 3 Google Apps Email

[edit] Google Apps Issues

[edit] Is it possible to implement the "Add to Calendar" and other smart links features in the Case Google Apps email? This is a very useful component of my "real" Gmail account & it would be nice to have here as well.

[edit] 07/13/2009 - Users who have their Google Apps mail account forwarded to their personal GMail account are not receiving Case Daily mail or Security alerts.

This issue seems to only affect mail sent by the special delivery subsystem that is used for Security Alerts and Case Daily emails, and further seems to be affecting ONLY Google Apps accounts that are forwarded to personal GMAIL accounts (forwarding mail from a Google Apps account to AOL or Yahoo for instance does not seem to be affected). We have looked into the issue on the Case side of things and in every case we have checked, mail from the special subsystem is being correctly handed off to and accepted by Google. Once the mail enters the Google domain, we can no longer track it so we are unable to determine what is happening in the hand-off between the Google Apps account and the personal GMail account that causes the message to fail to be delivered.

We have opened a ticket reporting this issue with Google, but other than a confirmation reporting that they have received our ticket, we have yet to hear back from them on possible cause or solution.

As a work-around, we recommend one of two things:

1. Turn off forwarding to the GMail account - this is guaranteed to work.
2. Set forwarding on the Google Apps account to KEEP a copy in the Google Apps inbox as well as forwarding to the personal GMail account - this appears to work reliably, but since we can't reliably duplicate the problem with other than actual Case Daily mailings, we are limited to one test run per weekday which is hampering our testing.

We will post an update here as soon as we receive a solution to the issue from Google.

[edit] Frequently Asked Questions about Google Apps at Case Western Reserve University

[edit] How do I opt in to Google Apps?

The sign up tool is available at https://its-services.case.edu/my-case-identity/google-apps.

[edit] What Apps are available?

Mail (at https://mail.google.com/a/case.edu/), Calendar (at https://calendar.google.com/a/case.edu/), Docs, Spreadsheets and Presentations (at https://docs.google.com/a/case.edu/), a start page (at webstart.case.edu) and Sites (at https://sites.google.com/a/case.edu/). Instant messaging is available through the Google web mail GUI or can be downloaded/accessed from here: http://www.google.com/talk.

[edit] If I have a problem, where can I go to try to determine the cause?

Google offers several informational sites with status and known issues:

There is the Google Status Dashboard which contains operational status of all the services that are part of Google Apps.

There is an end-user issues page that lists known end-user issues with mail along with work-arounds and their status.

There is an administrators issues page that lists domain-wide issues, their current status, and any work-arounds. The page is accessible to any domain user.

[edit] How will mail routing work?

When you sign up to opt in to the service, you will be able to choose whether you want your mail to continue to go to your regular Case e-mail mailbox, into your Google Apps mailbox, or both. You will be able to change this after it is set at https://its-services.case.edu/my-case-identity/google-apps.

[edit] How will passwords work?

For the web-based interfaces (Gmail, Calendar, Start Page), they are tied into CAS. When you go to the appropriate web page, you will be directed to the CAS login page and be prompted for your Case user ID and password, if not already authenticated, and then passed on to the appropriate page.

For client-based or API-based interfaces (Google Talk, checking Gmail via IMAP or POP3, various calendar sync tools), you will need to have a separate Google Apps Password. You will set this in the sign up tool, and it has its own password change facility at this page separate from our Kerberos-based system.

Users should not have the same Google Apps Password as the password as they use for their Case Network ID (CAS). The reasoning here is that the Google environment has access to these passwords, and theoretically a breach at Google would create a potential for disclosure to Case systems (e.g. HCM). The Case Password Policy [[1]] applies to the Case Network ID, but currently not for your Google Apps Password.

[edit] Can I use Outlook to view/sync my e-mail, calendar, and contacts with Google Apps web interface?

Yes. You can use the Google Apps Sync for Microsoft Outlook for Windows. You can also use the Google Email Uploader to upload from Thundebrird, Outlook, or Outlook Express.

[edit] Can I archive/backup my email locally if I am using Google Apps?

Yes. One method is that Google Apps email provides is POP access, which can be used to download all of your mail to your local machine. If you are using an email client (eg, Microsoft Outlook, Mozilla Thunderbird) with IMAP access, you can make copies of your email and save them in a folder on your local system. You can manually copy emails to a local folder or you can set up an email filter to automatically copy email to a local folder. Please note that Google does not make backups of your email and it is not possible to recover an accidentally deleted email from Google (this was true of the legacy Case email too). You are responsible for making your own backup of important email.

[edit] Can I migrate my Case Webmail Address book to Gmail or Google Apps?

We have written a converter that will pull your webmail address book entries from the LDAP server and save them to a .csv file on your computer. You can then import that .csv file into Gmail (public Google mail) or the Google Apps mail for Case. It's available at https://its-services.case.edu/pab2csv/

[edit] Can I search for Case users in my contact list/address book on Google Apps?

Case users will appear in a search if they have activated their Google Apps account. If they have not activated their account, they will not appear. (Note: We noticed some strange behavior where sometimes some activated Case users appear and some don't. We are trying to find out the cause.)

[edit] Is there a way to see my Oracle Calendar in Google Calendar?

You can use the Secret iCal URL service to view your Oracle Calendar agenda in Google Calendar. Note that this is a one-way synchronization, and any changes made in to an entry in Google Calendar will not be sent back to Oracle Calendar. Once you have your "secret" iCal URL, sign into your Google account and click on Calendar. On the left side box, click on the Add down arrow and click on "Add by URL". Cut and paste your secret iCal URL in the blank and click Add. You can rename the URL by using the Manage Calendar feature. This feature also works to add the Oracle Calendar entries into a calendar application such as the Apple iCal or Mozilla Sunbird via the "subscribe to URL" feature of the calendar applications.

[edit] Is there a way to synchronize my device or desktop client with Google Calendar?

There are a variety of products that will allow synchronization with Google Calendar. There is the recently released Google Apps Sync for Microsoft Outlook for Windows. Google has tools and resources for syncing calender with other devices and clients such as Apple iCal, Mozilla Thunderbird, and mobile devices. Other solutions can be found on their Google Solutions Marketplace.

[edit] How can I learn more about using Google Calendar?

Aside from the Help menu accessible inside Google Calendar, here is some information on using more advanced features of Google Calendar: http://lifehacker.com/software/google-calendar/geek-to-live--black-belt-scheduling-with-google-calendar-250939.php

[edit] How can I backup the data currently being stored in Google Apps?

Here are some suggestions found on LifeHacker: http://lifehacker.com/software/hack-attack/back-up-your-google-apps-data-281635.php

[edit] Where can I find more help with using Google Apps?

The Google Apps Help Center is a good place to start.

[edit] If I have problems using Google Apps, who do I call?

The ITS/PerceptIS Help Desk takes trouble calls regarding Google Apps through the usual methods.

[edit] I'm routing my mail solely to Google Apps, but the Case Daily and voice mail messages are being delivered to both my new Google Apps mailbox AND the old mailbox. How do I stop the messages going to the old mailbox?

If you are already provisioned for ONLY Google Apps, follow the instructions in [this attachment].

[edit] If I forward my mail to Google Apps, can I still hear my voicemail messages on the phone?

Yes, no problem. Simply follow [these instructions].

[edit] How can I add a Google Apps Chatback widget to my webpage/blog?

http://www.google.com/talk/service/a/case.edu/badge/New will generate you the HTML to embed into your code.

[edit] I clicked a link for Google Calendar or Google Docs on the start page and it took me somewhere unexpected - what happened?

Some of the Google Apps like Google Calendar and Google Docs are not yet fully integrated with the Single Sign On services. Clicking the wrong link in an application like that will sometimes attempt to take you to a person Google Docs page (for instance) rather than the Case Google Apps Docs page. When the start page widget tries to take you to the personal page, ou get undefined results depending on whether you have a personal non-GoogleApps account or not. Since the links are internal to the widgets, Case cannot make changes to them. Google is aware of the problem and is working towards a solution, but until they have one we can only offer the following work-around. See below:

In the above image, you will see that since we have never logged in to Google Calendar or Google Docs, there are only generic widget displays for those items. Clicking on your calendar or on the "Sign In" link in either widget will not work!

Instead click the link on the title bar link of the widget. That should take you to the correct page.

Note that once you have logged in to the widget using the title bar link, The widget remembers that and returning to the start page gives a much less confusing widget image as seen below.

You can also go directly to the correct pages by going to either http://webcalendar.case.edu/ or http://webdocs.case.edu/

[edit] What about the privacy and security of my data hosted on GoogleApps?

Google covers this topic extensively at this Security, Privacy, and Compliance FAQ entry.

Here is a Google Apps Whitepaper explaining their security features.

Case GoogleApps uses a secure connection (SSL) between your browser and Google's servers.

[edit] Google Apps Email

See GoogleApps/FAQ/Email