Dynamics Community Forum Thread Details

Customer service schedule timezone causes SLA error

A functionality that previously worked for us now has stopped working - we witnessed an error when trying to create a new case in the system:

Sync workflow failed with error message - Unhandled Exception: System.ServiceModel.FaultException`1[[Microsoft.Xrm.Sdk.OrganizationServiceFault, Microsoft.Xrm.Sdk, Version=8.0.0.0, Culture=neutral, PublicKeyToken=31bf3856ad364e35]]: An unexpected error occurred.Detail:
<OrganizationServiceFault xmlns:i="www.w3.org/.../XMLSchema-instance" xmlns="schemas.microsoft.com/.../Contracts">
<ActivityId>392d546d-d90a-4565-97f6-22b6cd878f0c</ActivityId>
<ErrorCode>-2147220970</ErrorCode>
<ErrorDetails xmlns:d2p1="schemas.datacontract.org/.../System.Collections.Generic" />
<Message>An unexpected error occurred.</Message>
<Timestamp>2017-11-22T10:39:32.4124057Z</Timestamp>
<ExceptionRetriable>false</ExceptionRetriable>
<ExceptionSource i:nil="true" />
<InnerFault>
<ActivityId>392d546d-d90a-4565-97f6-22b6cd878f0c</ActivityId>
<ErrorCode>-2147220970</ErrorCode>
<ErrorDetails xmlns:d3p1="schemas.datacontract.org/.../System.Collections.Generic" />
<Message>System.TimeZoneNotFoundException: Microsoft Dynamics CRM has experienced an error. Reference number for administrators or support: #5163D245</Message>
<Timestamp>2017-11-22T10:39:32.4124057Z</Timestamp>
<ExceptionRetriable>false</ExceptionRetriable>
<ExceptionSource i:nil="true" />
<InnerFault i:nil="true" />
<OriginalException i:nil="true" />
<TraceText i:nil="true" />
</InnerFault>
<OriginalException i:nil="true" />
<TraceText i:nil="true" />
</OrganizationServiceFault>
at System.Activities.WorkflowApplication.Invoke(Activity activity, IDictionary`2 inputs, WorkflowInstanceExtensionManager extensions, TimeSpan timeout)
at System.Activities.WorkflowInvoker.Invoke(Activity workflow, IDictionary`2 inputs, TimeSpan timeout, WorkflowInstanceExtensionManager extensions)
at Microsoft.Crm.Workflow.SynchronousRuntime.SynchronousWorkflowActivityHost.ExecuteWorkflowUsingInvoker(Activity workflow, ICommonWorkflowContext context)
at Microsoft.Crm.Workflow.SynchronousRuntime.SynchronousWorkflowActivityHost.StartWorkflow(WorkflowActivationData activationData, ICommonWorkflowContext context)
, error code - -2147220970

I located the problem was with the SLA workflow that was defined on the case. It turns out that its Customer service schedule's timezone was no longer supported by the system.

By chaning the timezone from Israel Standard (Jerusalem) time to Athens Greece or other equivalent - the problem resolved:

7268.Customer-service-schedule-_2D00_-Israel.png

Categories:

Customer Service

Just a quick but probably helpful hint for everyone who will run into this error in the future:

We got this error while creating an inquiry with activated SLA: Inner Exception: System.TimeZoneNotFoundException: Die Zeitzonen-ID "Mitteleuropäische Zeit" wurde auf dem lokalen Computer nicht gefunden.

(Error generated on a german system)

We figured out that this only occurs if you have working hours enabled in your SLA. (in our Case the working hours where set to the timezone GMT+1)

After googling a bit we found this helpful article:

https://community.dynamics.com/gp/b/gpmohammad/archive/2014/08/24/management-reporter-2012-process-service-not-being-started-the-time-zone-id-39-jerusalem-standard-time-39-was-not-found-on-the-local-computer

It describes that Windows searches in a specific registry path for the correct timezone. It searches by name "Mitteleuropäische Zeit" by only finds the folder W. Europe Standard Time.

We resolved the error with the following steps:

regedit.exe -> Navigate to HKLM\Software\Microsoft\Windows NT\CurrentVersion\Time Zones\
right click on the folder with the name of the timezone that matches yours the best
choose export
open the file you exported with notepad and write the name of your timezone (you get it from the crm trace) to the foldername, the Std value and the Dlt value (see Screenshot)
double click the .reg file to import it
do an IIS reset