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Microsoft Dynamics CRM (Archived)

Service Calendar/Outlook Calendar dual appts. due to rescheduled appt.

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Posted on by 35

An appointment is scheduled in the service calendar and syncs to a users Outlook Calendar using the plug-in sync tool for Outlook. Later the appointment is rescheduled within the service calendar. The appointment updates and deletes the existing appointment and into the new time block it was rescheduled for in the service calendar. But in the users Outlook calendar, the plug-in does not update the specific appointment, as it leaves the original schedule appointment, and syncs the new time block of the rescheduled appointment into the new date/time in Outlook. Outlook now has two events of the same appointment, one that should have been deleted since the appointment was rescheduled. I've looked at the filter rules in the Outlook plug-in, but cannot make the old appointment delete and disappear.

Using On-Premise Dynamics 2013 6.0.2.51 and Outlook plug-in 6.0.2.46

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  • James Ayling Profile Picture
    on at

    Did youget any further with this issue?

    I am seeing similar behaviour. For us it seems that the old appointment disappears eventually but it can take anywhere between minutes and hours.

  • Suggested answer
    MBSSIT Profile Picture
    35 on at

    Yes. Seemed to have been a bug with the on-premise CRM system. I had experimented with processing email and switched the CRM system from the email router to server side sync. It seemed cumbersome to setup and not the answer to streamlining and processing communication between exchange and CRM servers. I had switched it back to the email router, and CRM didn’t seem to process that change and so multiple appointments would start to appear.

     

    It went on for several weeks and our CRM vendor could no figure out the issue. Well electric was knocked out for an extended period of time one night and our servers and VM hosts all shutdown. When I got everything back online, CRM sent out hundreds of email alerts we had created processes for internally for our CRM environment. Apparently they were all queued up because there was a disconnect between CRM and exchange. Since then, have not had any problems with dual appointments showing up.

     

    The answer to our situation was to shutdown our CRM server environment and exchange, and restart the servers.

     

    We still use the Outlook/CRM plugin which Microsoft still needs to improve the speed of synchronization but check the filter rules. For us, we add an extra filter rule under My Service Activities and add Status to equal Open, Scheduled, and Closed, and omit Canceled as an option.

     

    Check your System Settings in the Email Configuration Settings and the Outlook tab (assuming you have your users set to and syncing with Outlook) and check the timers. I sync every 15 minutes. Hope this might help? Goodluck

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