Phone call Activity - Auto Complete

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Posted on by Henrik notlev

We run CRM 365 and I have a problem with creating Phone calls from Accounts and Contacts.

The problem is that regardless if the call is outgoing or incoming, when saved the call is set to Completed.

If I create the same activity from the Activity List, It does not auto complete.

Maybe there is a deeper meaning with this, but even when we set the due date to sometime in the future, it auto completes.

Is this a bug or can someone help me understand.

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M.Azwar Alam on at

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Hi,

Please check for Workflow or plugin on phone call entity. May be there is one which is causing the updation of phone call to complete

Mark answer as verified, if it works for you

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StaceyKCRM 80 on at

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Did you ever figure out why the phone call auto completes when created from the social pane of a record?

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Community Member on at

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Hi Henrik,

Did you get any response on this?

Thanks!!

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Community Member on at

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That occurs regardless Workflows.... it's the behaviour ootb and only if creating phone call from the social pane... from the other places is fine!

Thanks!!!

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cth12 on at

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This is a OOTB function, vote here to let MSFT that this should be changed.

ideas.dynamics.com/.../ID0002877

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Khoa Truong on at

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I contacted Microsoft and there is a way to change this. Hope it helps.

Add a phone call, task, email, or appointment activity to a case or record

https://docs.microsoft.com/en-us/dynamics365/customer-engagement/basics/add-phone-call-task-email-appointment-activity-case-record#add-a-phone-call

There is a specific note that addresses this behavior:

***

Note

By default, every phone call activity that you add in context of a record is marked Completed when the record is saved at least once. If you do not want every phone call activity to be marked Completed by default, you can use the OrgDBOrgSetting MakeSocialPanePhoneCallCompleted and set it to false. Learn more about OrgDBOrgSettings.

However, if you add a phone call activity to an unsaved record, or if you create a new activity and then set the Regarding field of the activity to another entity record, the activity is set to an Open state. You can click the Complete link to close the activity as Completed. The Complete link is available only after you save the case record at least once.

***

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