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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Old activities are ope...
Customer experience | Sales, Customer Insights,...
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Old activities are open for no reason; what can I check / do?

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Posted on by MaritB10


For some users with the Sales role, activities (phone call, task, and email) open at 4/30 around 11:00 AM. Only the status of the record is open, nothing else. There no reason to (re)open the activities. What could be the reason for this? The audit history indicates (of the activity) shows that the user has opened the old activities (from 2/3 years ago), but the user didn't do that.
Who can help me further? What could have happened here? What should I check?

Our CRM version: Versie 1710 (9.1.0.16843) online (Dutch)

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  • Gustavo Longo Profile Picture
    Gustavo Longo on at

    Hello MaritB10,

    My first suggestion would be to confirm if ACT (Account, Contact, Tasks) sync is configured on this organization, using SSS (Server-side sync) or Outlook client.

    ExchangeSyncIdMappingBase table is responsible for mapping between item on Exchange and Dynamics 365.

    You can use WebAPI requests to double check if the affected activities are related to ACT sync.

    Samples:
    Generic retrieve: https://<ORG-URL>/api/data/v9.0/exchangesyncidmappings
    Retrieving specific ID: https://<ORG-URL>/api/data/v9.0/exchangesyncidmappings(ID)

    WebAPI reference doc:
    https://docs.microsoft.com/en-us/dynamics365/customer-engagement/web-api/about?view=dynamics-ce-odata-9

    Regards,

  • Suggested answer
    MaritB10 Profile Picture
    MaritB10 on at

    Thank you so much for your response. We replaced the Outlook client with the newest version. On that moment, we had these problem. So now we know the cause!

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