web
You’re offline. This is a read only version of the page.
close
Skip to main content
Community site session details

Community site session details

Session Id :
Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Cannot update closed o...
Service | Customer Service, Contact Center, Fie...
Suggested answer

Cannot update closed or cancelled activity dynamics 365

(0) ShareShare
ReportReport
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?

I have the same question (0)
  • 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 1,027 Moderator 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 959 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.

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

News and Announcements

Join experts in person to explore low code and AI agents at the Power Platform Community Conference sponsored by Microsoft

Quick Links

Responsible AI policies

As AI tools become more common, we’re introducing a Responsible AI Use…

Abhilash Warrier – Community Spotlight

We are honored to recognize Abhilash Warrier as our Community Spotlight honoree for…

Congratulations to the September Top 10 Community Leaders!

These are the community rock stars!

Leaderboard > Service | Customer Service, Contact Center, Field Service, Guides

#1
MVP-Daniyal Khaleel Profile Picture

MVP-Daniyal Khaleel 70

#2
Tom_Gioielli Profile Picture

Tom_Gioielli 28 Super User 2025 Season 2

#3
Gerardo Rentería García Profile Picture

Gerardo Rentería Ga... 17 Most Valuable Professional

Last 30 days Overall leaderboard

Featured topics

Product updates

Dynamics 365 release plans