Dynamics Community Forum Thread Details

Appointments Synchronizing despite ACT being disabled

Hi all,

I have a unique situation at an inherited customer of mine, meaning I did not deploy the original solution years ago. Their process, while not ideal, is that they do not synchronize Appointment records. Rather they send outlook appointments and then separately log an appointment in Dynamics for them to leave internal notes in. I've advised on the better practice, but they're not ready to switch.

Here's what's happening.

Bob send an Outlook event on Monday to a customer. On Tuesday, Jason, the owner of the company, creates a copy of that Appointment in the system against the same contact. Jason however, did not actually perform this. Somewhere in the system this is occurring and I can't find it in the cloud flows, personal flows owned by Jason, or in my brief look into plugins etc.

For example this Appointment was created by Jason, despite it being in Bob's calendar.

ACT is disabled for all staff including Jason and Bob.

What could be executing this?

One last piece to the mystery, when Bob or Jason own Appointment records their initials or picture appear next to the record in the timeline. However, all of these unexpected appointment records have a blank grey picture. that's not me redacting info, that's how it looks.