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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Roll-up Field not calc...
Microsoft Dynamics CRM (Archived)

Roll-up Field not calculating particular user's Phone Calls

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Posted on by Tim Dailey 440

Hello,

We have 3 roll-up fields on our Account form, "Last Email", "Last Phone Call" and "Last Appt" regarding x account.  Everything seemed to be working great, but one user has identified her phone calls are not getting counted.  As the admin, I did a test phone call log on the same account and mine showed up right away when I hit the refresh icon.  The call shown on 3/14 never did show up in the "Last Phone Call" field.

Does anyone know why this is not working? I'm hoping it's just one user, but I'm afraid it could be more? I read that roll-up fields are finicky, which is not helping my confidence in the fields working


Below are a couple screen shots of my roll-up field settings and the test call/users calls with dates. Thank you!phone-call-setup.PNG

phone-calls.PNG

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  • KylieKiser Profile Picture
    KylieKiser 2,174 on at
    RE: Roll-up Field not calculating particular user's Phone Calls

    I am very familiar with users finding ways to get around my requirements :)

    I would check a few things:

    1. Are calls syncing to Outlook? These come in as tasks and if they check off the task in Outlook it will complete in CRM (does not enforce required fields)

    2. Are they completing from the Activities List? You can select items in My Activities and click complete.

    3. Do you have multiple forms for the phone call entity? Could users be using an alternate form? Are all required fields on that form? If not on the form, then the requirement is not enforced.

    I am not sure why that would impact your rollup if that field was not required for the rollup. So I wonder if calls completed in a certain manner (i.e. from Outlook) could not be triggering the rollup for some reason.

  • Tim Dailey Profile Picture
    Tim Dailey 440 on at
    RE: Roll-up Field not calculating particular user's Phone Calls

    Thanks for the tip, Kylie. I did the Advanced Find and was able to see the users had been able to mark the calls complete even though a required field was not entered. I think if they forget that field, the roll up does not work!  Great tip! Thank you - I'm glad it was user error and not a bug in the rollup calculations.   Have you heard of this before?  I wonder how users are able to close the call without the required field populated though.

    Thanks

  • KylieKiser Profile Picture
    KylieKiser 2,174 on at
    RE: Roll-up Field not calculating particular user's Phone Calls

    Are both regarding the Account? Could some calls be regarding an Opportunity and rolling up? It looks like those would not be included in the calculation.

    You could use an Advanced Find to see how broad the issue is. Look at all calls created this week and then pull in the Account's Date of Last Call. This should at least help you see if it's happening to all users or maybe if there is a delay/time component.

    Let us know what you find

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