Outlook sending out duplicate appointment after tracking to Dynamics CRM

(1) Share

Report

Posted on by Sukh300

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

I have the same question (1)

All responses (7)

Answers (0)

Haig Liu Microsoft Employee on at

Like (0)

Report

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.

Was this reply helpful? Yes No
Sukh300 2 on at

Like (0)

Report

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

Was this reply helpful? Yes No
Alice Fisher 42 on at

Like (0)

Report

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.

Was this reply helpful? Yes No
Sukh300 2 on at

Like (0)

Report

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

Was this reply helpful? Yes No
Pixelzebra 5 on at

Like (0)

Report

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

Was this reply helpful? Yes No
GJL_10 2 on at

Like (0)

Report

Hi

We are experiencing the same issue (with both Sales Copilot & CRM App for Outlook). Did anyone get this resolved?

Many thanks,

G

Was this reply helpful? Yes No
SG-29041047-1 12 on at

Like (0)

Report

Experiencing the same issue. Did anybody get this resolved?

Was this reply helpful? Yes No