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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Appointment Workflow
Microsoft Dynamics CRM (Archived)

Appointment Workflow

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Posted on by Emma H 65

Hi Community,

Today we have been building a work flow for a new appointment that is processes through the CRM.

We have built the workflow to send an invite to the required and optional email address when an appointment is saved, but the recipients are receiving a blank email before their initial appointment invite. Can you please confirm as to why this might be happening?

The Workflow is built to; Activate as Process | Category: Workflow | Run workflow in the backgroud | As an On-demand Process | Start when: Record is created, Record Field is changed - Required field selected. The Flow is: If 'Appointment: Required Attendees Contains Data' then send email - Properties: To Required Attendees, Optional Attendees | Then end Workflow - Stop workflow with the Status of: Succeeded.

Can you also confirm where I can find the default settings for the CRM calendar? I cant make any changes to the views for this calendar?

Any information you can provide would be highly appreciated. 

Many thanks,

Emma Hoadley - Business First Partnership.

*This post is locked for comments

  • Radu Chiribelea Profile Picture
    Radu Chiribelea 6,667 on at
    RE: Appointment Workflow

    Hi Emma,

    To enable rich text experience i see there is a new feature starting with CRM build 9.x - please refer to this article: docs.microsoft.com/.../enable-rich-text-experience

    Personally i haven't tested it yet but i think this might help :)

    Regarding stopping the emails would it be possible to paste here some pictures of how your workflow is set up? I'm still not very clear i understood your scenario and don't want to provide any information that would be misleading.

    Normally the way appointment synchronization works in CRM is following

    a. You create an appointment in CRM and add required participants

    b. This is then synchronized to the Organizers Outlook Calendar

    c. Outlook sends out the meeting invite

    In addition to this meeting invite, i understand that you've also set up a workflow that sends out a reminder to the participants 2 hours before the meeting start?

    Thanks,

    Radu

  • Emma H Profile Picture
    Emma H 65 on at
    RE: Appointment Workflow

    Hi Radu,

    Sorry to follow up on the above, but is it possible to add images / signature designs into the appointment as right now it is not letting us paste any images into the invite?

    Many thanks,

    Emma

  • Emma H Profile Picture
    Emma H 65 on at
    RE: Appointment Workflow

    Hi Radu,

    Thank you for your response. Sorry for not making it clear. We have been creating appointments through the CRM calendar and a reminder email is sent to all those who have been invited to the meeting, two hours prior to the meeting. We have found a way to delay this email but we need to either stop it sending or redirect it to a user who is not an attendee but is CC'd into the email.

    Is it possible to stop this email?

    Many thanks,

    Emma

  • Radu Chiribelea Profile Picture
    Radu Chiribelea 6,667 on at
    RE: Appointment Workflow

    Hi Emma,

    Can you please confirm if there is a way to stop the email reminders being sent after the appointments?

    -> I don't quite understand this question. Maybe i understood your scenario a bit wrong. Aren't you send out an e-mail via workflow or are you referring to something else?

    Can you also confirm if the CRM tracks whether an appointment attendee declines an invite? We receive the declined notification via email, but it is not displayed anywhere on the CRM unless we manually enter it. Is there a way to sync answers to invites back on the the CRM?

    -> Unfortunately not. CRM tracks only IPM.Note message classes from what i recall. Responses to invitations have a different message class that is not processed by CRM by default. You'd probably need to set up some custom logic for this

    Please let me know if i've missed / misunderstood something.

    Regards,

    Radu

  • Emma H Profile Picture
    Emma H 65 on at
    RE: Appointment Workflow

    Hi Radu,

    Thank you for your response.

    We have added a waiting/timeout condition to the work flow as instructed and have also removed the when 'record is created field' and the invite is now being received before the email reminder / follow up.

    Can you please confirm if there is a way to stop the email reminders being sent after the appointments?

    Can you also confirm if the CRM tracks whether an appointment attendee declines an invite? We receive the declined notification via email, but it is not displayed anywhere on the CRM unless we manually enter it.

    Is there a way to sync answers to invites back on the the CRM?

    Many thanks,

    Emma

  • Suggested answer
    Radu Chiribelea Profile Picture
    Radu Chiribelea 6,667 on at
    RE: Appointment Workflow

    Hi Emma,

    I think this is a timing issue. If you are using server side synchronization to synchronize Emails, Appointments, Contacts and Tasks it could simply be that the Emails are synchronized first and then the appointments. I think you could sort this out by adding a waiting/timeout condition in your workflow to wait for 30 minutes before sending out the email - check this article as it explains how to set it up community.dynamics.com/.../how-to-set-up-a-crm-workflow-timeout-condition

    With regards to your workflow triggers. Be careful when setting this up as it might run the workflow several times & send duplicate emails. Based on what you are describing, I think you only need to start it when the record is created.

    With regards to the calendar settings - what are you trying to change? Formats?. In CRM you can access the Calendar from here crmbook.powerobjects.com/.../calendar but I'm not sure this is what you are referring to.

    Hope this helps.

    Let me know if you need further help

    Regards,

    Radu

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