Dynamics Community Forum Thread Details

Phone call activity being created with a status of 'Completed'. How? Why?

Hi all,

I seem to have a 'bug' in my Dynamics CRM Online 2016 instance whereby Phone Call activities are being created with an Activity Status of 'Completed'. This is only happening on some records, seemingly a random selection. The records are being created by a workflow that has been in use for over 12 months without being modified in anyway. This same workflow is also creating Phone Call records with the correct Activity Status of 'Open'.

What's odd about these records is that they aren't identifiable by an Advanced Find query - using the clause 'Activity Status = Completed' will not show them; here they show as 'Open'. It is only once a user has accessed the record (where it will be Active rather than Inactive) that the audit history shows it was created with the status of 'Completed.

I noticed this error when users complained of a process failure. The process failed because a we have a background workflow that is triggered by Phone Calls changing status. When these 'buggy' records were closed by the user, it doesn't trigger the workflow because (I believe) the database sees these records as already being 'Completed' so no change of status has occurred.

Here's a capture of 1 such record that has been created in 'Completed' status:

Here the record was Created with an Activity Status of 'Completed' but the user was able to continue working on the record with the final set of 3 updates being user actions which included closing the call.

I have a ticket open with MS but wondered if anyone here could shed any light on what might be causing this.

Many thanks in advance for your support.

Regards

Rob

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