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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Cannot update closed o...
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Cannot update closed or cancelled activity dynamics 365

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Posted on by CrashQ 30

Hi There,

I need some help on the below please.

We have a custom form for a phone call activity and when the user goes to create a new phone call they get this error message below, this is a brand new phone call activity record.

pastedimage1682691254069v1.png

This is in the error log

Starting sync workflow 'YYY KIT - Phone Call Account Management', Id: dabe32ad-86be-ed11-83ff-000d3ab959c0
Entering ConditionStep1_step:
Sync workflow 'YYY KIT - Phone Call Account Management' completed successfully
Starting sync workflow 'YYY Phone call not completed', Id: 43bf32ad-86be-ed11-83ff-000d3ab959c0
Entering ConditionStep1_step: Check if Phone call is completed
Entering UpdateStep3_step:
Entering UpdateStep4_step:
Entering SetStateStep5_step: close phone call
Sync workflow 'YYY Phone call not completed' terminated with error 'Cannot update Closed or Cancelled Activity'

On the workflow it comes up with the message " failed ISV code aborted the operation "

pastedimage1682691698357v3.png

Anyone got any ideas please?

  • CrashQ Profile Picture
    CrashQ 30 on at
    RE: Cannot update closed or cancelled activity dynamics 365

    i've looked at the workflow and this is what it runs off:

    pastedimage1683017033507v1.png

    The option when "record is created" has been ticked, would cause the issue? As an admin i am able to create a new phone call activity if the contact has an existing phone call activity that has been closed. The issue is when the user goes to create a phone call activity they they get the error message.

  • CrashQ Profile Picture
    CrashQ 30 on at
    RE: Cannot update closed or cancelled activity dynamics 365

    thanks for the reply, how do i find out how if there are any custom plugin against the workflow, the failed process session has been deleted now so i unable to check the dialog box.

  • Suggested answer
    Adrian Begovich Profile Picture
    Adrian Begovich 1,019 Super User 2025 Season 1 on at
    RE: Cannot update closed or cancelled activity dynamics 365

    Hi JamesP2793,

    There is a custom synchronous workflow in your environment called YYY Phone call not completed. You will need to investigate this synchronous workflow to work out why it is trying to update a closed or cancelled activity record and terminating with a 'Cannot update Closed or Cancelled Activity' error message. I suspect that the YYY Phone call not completed synchronous workflow is trying to update a closed or cancelled phone call record.

  • Steve Le Monnier Profile Picture
    Steve Le Monnier 955 on at
    RE: Cannot update closed or cancelled activity dynamics 365

    In the dialog box if you scroll down there will be a log file that will provide a basic stack trace which may help.

    My first thoughts having seen something similar is is there any Custom Plug-Ins involved in the process that's causing the issue. The debug file from the dialog box should confirm this.

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