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Dynamics 365 Community / Forums / Microsoft Dynamics 365 | Integration, Dataverse... / Outlook sending out du...
Microsoft Dynamics 365 | Integration, Dataverse...
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Outlook sending out duplicate appointment after tracking to Dynamics CRM

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Posted on by Sukh300 2

We have an issue where a user creates an appointment in Outlook (Version Office 365) and when tracking to Dynamics CRM either before or after sending appointment the recipient receives a duplicate appointment (2 appointments at the same time), this can also be seen in sent items.

The duplicate gets created at the point that the email appointment is successfully tracked to CRM.

Dynamics CRM though only records the one activity is which the correct behaviour.

I have disabled all the add-in one by one and restarted Outlook and replicated but issue still persists. We are using Dynamics App for Outlook and I have also removed any other apps connected to Outlook but the issue still exists.

Any assistance would be greatly appreciated.

Sukh

  • SG-29041047-1 Profile Picture
    SG-29041047-1 10 on at
    Outlook sending out duplicate appointment after tracking to Dynamics CRM
    Experiencing the same issue. Did anybody get this resolved?
  • GJL_10 Profile Picture
    GJL_10 2 on at
    Outlook sending out duplicate appointment after tracking to Dynamics CRM
    Hi
    We are experiencing the same issue (with both Sales Copilot & CRM App for Outlook). Did anyone get this resolved?
    Many thanks,
    G 
  • Pixelzebra Profile Picture
    Pixelzebra 5 on at
    RE: Outlook sending out duplicate appointment after tracking to Dynamics CRM

    We are experiencing this same issue with a partner of ours. We logged an additional support ticket for this problem.

  • Sukh300 Profile Picture
    Sukh300 2 on at
    RE: Outlook sending out duplicate appointment after tracking to Dynamics CRM

    Hi Alice

    Thanks, I logged this with Microsoft back in September and so far no solutions although they believe it may have something to do with the following:

    "How they (appointments) handle the message in the body Rich text and Graph API"

    Hope that helps.

    Sukh

  • Alice Fisher Profile Picture
    Alice Fisher 42 on at
    RE: Outlook sending out duplicate appointment after tracking to Dynamics CRM

    Hi Sukh

    We are currently experiencing the same issue. I have raised a ticket with Microsoft as there doesn't appear to be a solution.

  • Sukh300 Profile Picture
    Sukh300 2 on at
    RE: Outlook sending out duplicate appointment after tracking to Dynamics CRM

    Hi Haig

    Many thanks for your response which is much appreciated.

    This issue is affecting organization wide, I have checked on my device as I can replicate issue and there is just the one process running for Outlook.

    This is impacting all recipients that an appointment is sent to after tracking to CRM.

    However this does not replicate when using Outlook on the Web.  I have though tried without any add-in or apps but still same issue.

    Let me know your thoughts? Thanks.

    Sukh

  • Haig Liu Profile Picture
    Haig Liu Microsoft Employee on at
    RE: Outlook sending out duplicate appointment after tracking to Dynamics CRM

    Hi Sukh300,

    1. Please check if there are duplicate processes in Task Manager:

    https://www.sperrysoftware.com/Email-Tools/how-to-prevent-and-remove-outlook-duplicates/

    2.Troubleshoot all the mailboxes that are involved in the manager-delegate relationship.

    https://support.microsoft.com/en-us/topic/how-to-troubleshoot-missing-and-duplicate-appointments-in-outlook-400eada4-54a8-12db-cd47-bfb7ca4c7c7f

    I think the problem is most likely related to mailboxes, when the recipient has more than one mailbox, the synchronization becomes unstable.

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