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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Appointment Default St...
Customer experience | Sales, Customer Insights,...
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Appointment Default Status is open instead of scheduled - CRM Online

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Posted on by Sowmya CRM 10

Hello,

I am trying to understand why the default status of the appointment is 'Open' instead of 'Scheduled'

We are on Microsoft Dynamics 365 online 2021 release wave 2 version 

When I create a new appointment in CRM, the status is defaulted to 'Open' and when I create an appointment in outlook and track it to CRM, the status is 'Scheduled'. Can we change the default status of the appointment from 'Open' to 'Scheduled' when it is created in CRM? 

Issue: We updated the cascading rule of Account - Appointment to 'cascade active' on account assignments (to assign only open/scheduled appointments to the new owner and leave the completed appointments with the previous owner). After this change, when an account is assigned to a new user, only 'Scheduled' appointments are assigned to the new owner and 'Open' appointments remain with the previous owner. I want to understand if there are any settings in CRM to default the appointment status to 'Scheduled' instead of 'Open' when appointments are created in CRM.

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  • Martin_FM Profile Picture
    Martin_FM 2 on at
    Appointment Default Status is open instead of scheduled - CRM Online
    So as someone posted on here the status settings are correct if you save the appointment from the main form. 

    However if you create an appointment from the quick create form the activity status does not change from Open to Scheduled instead the status remains in the Open state for some reason. 

    Any idea of why the OOTB Main form and quick create form differ in behavior?
  • Community Member Profile Picture
    Community Member on at
    RE: Appointment Default Status is open instead of scheduled - CRM Online

    Hi Sowmya,

    Not finding any OOB settings to set it, maybe you can open the ticket with Microsoft and ask for support if you don't want to create workflow.

    https://admin.powerplatform.microsoft.com/support

  • Sowmya CRM Profile Picture
    Sowmya CRM 10 on at
    RE: Appointment Default Status is open instead of scheduled - CRM Online

    Thank you Leah for your response.

    We are on the same version as yours but the appointment status is not working as expected for us. It remains in the 'Open' stage after saving the appointment.

    we had 'Cascade All' setting initially but we changed it to 'Cascade Active' to keep the completed activities with the original owner as it was effecting the KPIs and reporting.

    We can do a workflow but are there any settings that can be changed to make the appointments work as it is working for you?

    If appointment status is 'Scheduled' by default after saving, that should solve our problem.

  • Suggested answer
    Community Member Profile Picture
    Community Member on at
    RE: Appointment Default Status is open instead of scheduled - CRM Online

    Hi Sowmya,

    When i create an appointment in CRM, it's status is open before saving it, but it will be  changed 'Scheduled' after clicking save button, which is by-design.This may be a difference due to the different versions.

    My version:

    pastedimage1637564026187v1.png

    In addition, from the structure of D365, the "Status" change is determined by the "Status Reason" field, the following is a matching table for "Status Reason" and "Status":

    Status Reason Status Reason Status  Status 
    Value Label Value Label
    1 Free 0 Open
    2 Tentative 0 Open
    3 Completed 1 Completed
    4 Canceled 2 Canceled
    5 Busy 3 Scheduled
    6 Out of Office 3 Scheduled

    When Status Reason is Busy and Out of Office, Status is Scheduled; When Status Reason is Free and Tentative, Status is Open. 

    Maybe you can create a real-time workflow to change Status Reason to busy when one appointment is created.

    pastedimage1637564475720v2.png

    And you mentioned that you updated the cascading rule of Account - Appointment to 'cascade active' on account assignments.

    Unfortunately, 'cascade active' can't change open appointment's owner when you assign related account. but when you set it to "Cascade All", it will work as expected.

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