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Microsoft Dynamics CRM (Archived)

Changing service doesn't update resource selection rules on saved appointments

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Posted on by 360

I'll give a concrete and simple example to show what I'm talking about.

We have two types of appointments (entity name "serviceappointment") - "Phone Call" and "In-person". Phone calls require that only the person taking the call be available, while in-person need a person and a room. We set up two services (entity name "service"), and set the selection rules for phone calls to require 1 person, and for in-person meetings to require 1 person and 1 room (which is a facility resource). Simple enough.

All rooms are more or less identical, so we don't want to pick a specific room, we just want to see what's available and when.

Now, when I'm scheduling a new appointment, everything works exactly as you'd expect. Let's say I want to do an in-person meeting, so I pick the person I want, open the scheduler, and click on "find available times". It will go and show me available times for every room and I can pick the room and time I want.

However, let's say I first schedule a phone call (requires only a person), save the appointment and then come back to it and decide that I actually want to do an in-person. I change the service to "in-person", but clicking on "find available times" does nothing. I have to open the resource lookup and change something for it to work again. I can, for example, remove the person and add them right back, and it will work. Or I can add a room and remove it, and it will also work. I don't even have to leave the lookup window, just add and remove. But if I close the scheduler form without picking a time and come back to it, it will break until I mess around with the resources again.

It seems like the resources field and the associated selection rules aren't being updated properly when I change the service type, even if I save my appointment with the new service, and I have to manually trigger this update by messing around with the resources field. Am I doing something wrong or is this an actual bug?

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  • Suggested answer
    Anjali Raj Profile Picture
    on at
    RE: Changing service doesn't update resource selection rules on saved appointments

    EGOR,

    Thanks for bringing this up, right now we are not sure it is bug or something wrong with your environment. I would suggest you to open support case with Microsoft to rectify it .

  • Verified answer
    Egor Profile Picture
    360 on at
    RE: Changing service doesn't update resource selection rules on saved appointments

    It looks like it was a CRM bug, because it has been fixed in Update Rollup 15.

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