Disappearing Appointments in CRM Online

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Posted on by Suzy

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We are having an issue with random appointments disappearing. We have entered one specific appointment 4 times, and within 24 hours, it's gone. It has also happened with another appointment for a different item as well. Our roles are set so that only the user can delete them, so I'm sure it's not being deleted by accident through another user. This is all being done in CRM, not through the Outlook integration. I've also confirmed that the user isn't deleting the appointment off of his Outlook calendar, which would delete it in CRM. We put the one appointment back in yesterday for the fourth time and then we all stayed off the system...by 3pm, it was gone again! Anyone have any other ideas of why this is happening?

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jlattimer 24,562 on at

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You might enable Auditing to try and determine where deletes might be occurring.

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Rajesh Ravindran on at

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Hi Suzy,

Check if there's any workflow triggering on Appointment records causing it to delete. Enabling auditing is a best way of identifying the cause of deletion of records.

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karen frost 35 on at

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Did you find a solution to this problem? I have an on-premise deployment and 12 appointments were deleted from CRM without the user doing it. The audit say the records were deleted but we have not found out why.

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Suzy 475 on at

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Hi Karen,

No, we did not get to the root of the issue yet.

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Rajesh Ravindran on at

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Hi Suzy,

Is there any plugin running on Appointment entity? If yes, then try disabling it and monitor the issue. Also, does the user have any mobile sync devices configured? If yes try disabling that as well. If still you are having issues, then you might have to raise a support ticket with CRM Support.

Thank you,

Rajesh.

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Community Member on at

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Has there been any progress with this question? We have just experienced the same issue. I had two appointments that were deleted. One of them twice. I have looked at the auditing and for this purpose it is useless. I can see that there were appointment deleted but I have no idea of which ones. The only plugins are for the activity feeds. There are no custom plugins.

We were updated to Online 2013 two days ago but have had issues in the past with service activities.

Thanks,

Gary

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Antoine 210 on at

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We also had this problem a while ago. I think the issue ended up being that the user had multiple e-mail addresses linked in the CRM. From memory, I believe we did a cleanup of the ActivityPointerBase table to make sure that each user had a single email referenced in this table. (It may have been another table that we cleaned up, so you may want to do a bit more research on this point.)

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Antoine 210 on at

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Thinking back on it some more, some of our users were also contacts in our system (before they had been hired...) Some of the contacts had had their email addresses updated, so CRM was getting confused as to whether it was tracking a contact or a user and it would remove the appointments...

Sorry if I am being confusing. I hope this helps...

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Community Member on at

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Is this a table that I can view in Dynamics CRM Online?

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Community Member on at

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Also, thanks for replying!!!!

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