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Active Directory Autopopulating CRM Fields

Unanswered Active Directory Autopopulating CRM Fields

  • Tuesday, February 14, 2012 8:21 PM
     
     
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    While working on some CRM validation customizations, I came across something strange. Normally Active Directory will only auto fill information when filling out a new User form (to my knowledge). However, changes are being made to a few fields in the Contact entity to match whats in Active Directory. For example, the telephone number in AD for internal users is just an extension code. The extension code is being filling in the "Business Phone" field in the contact entity automatically overnight and I can't figure out why.

    Perhaps the most strange thing is that a field in the Contacts entity called "description" is being updated almost like a log of changes. If a change is made to a field that is also in AD such as the "Business Phone", then it will revert back by the next day and be recorded in the description field.

    For example, yesterday I preformed a test to see what would happen. I changed the "Business Phone" value to something random like "test", originally set to "Ext. 334". The next day, it reverted back to Ext. 334 and the description field added a few new lines:

    Details Updated 2/13/2012:

    Business Phone: Ext 334


    Basically what I want to do is figure out what is causing this oddity so I can prevent it from updating the Business Phone field.

    Thanks,

    Zealen

     

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  • Tuesday, February 14, 2012 11:06 PM
     
     
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    A couple of things here:

    1. Are you using the Outlook Client?

    2. Do users have mobile devices that sync their Contacts from Outlook?

    3. Are you using Microsoft Lync/OCS or other instant messaging tools that integrate with Outlook Contacts?

    I saw this exact issue where OCS was updating contact information with changes from AD.  This would explain why some of the information is being updated.  What is most likely happening is that a change is picked up from AD or just through the normal sync process that is updating the Contact in Outlook (phone, description etc).  Finally, that change in Outlook is being synchronized back to Dynamics CRM.

    Jeremy

    Jeremy Winchell
    Avtex
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  • Tuesday, February 14, 2012 11:34 PM
     
     
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    The answer to your first two questions is yes, however, we are not using Microsoft Lync.

    Thanks,

    Zealen

    • Edited by Zealen Tuesday, February 14, 2012 11:35 PM
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  • Tuesday, February 14, 2012 11:39 PM
     
     
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    Then you culprit may most likely be your mobile devices.  My HTC Fuze used to do this to my Outlook contacts which then pushed to CRM.  Are you you using any other IM type tools that integrate directly with Outlook/AD?

    Can you narrow down who the Modified User is on some of these Contacts when they change?  If it's coming from the Outlook Sync, it should stamp the Outlook User on the item.

    Jeremy

    Jeremy Winchell
    Avtex
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  • Wednesday, February 15, 2012 12:25 AM
     
     
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    Just tested updating a contact via phone. It seems that when we update a phone number, it will change briefly in Outlook and then switch back to the original value from CRM.

    Also, there are no IM tools that I am aware of integrated into out system.

    Lastly, where exactly am I looking for the stamped item? I can't seem to find anything in Outlook contacts or CRM contacts.

    Thanks,

    Zealen

     
  • Wednesday, February 15, 2012 12:29 AM
     
     
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    If the CRM record is over-written with a change (like you mentioned when you changed the extension to Test and it switched back), the modifiedby field should tell you who made the change.  That will be start in the right direction to see what may be going on.  Also, do you know what the scope is of this?  Is it affecting all contacts?  What are the sync filters set to for Contacts for your Outlook Clients?  Do you have any integrations running between Dynamics and other applications (not including Outlook)?

    Jeremy

    Jeremy Winchell
    Avtex
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  • Wednesday, February 15, 2012 12:44 AM
     
     
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    Alright, looking at that field revealed a bit of useful information. It would appear that all of the contacts modified were all at the same time by one of our sales reps, who also uses CRM by phone. The contacts affected by the changes are all the Users in Active Directory who are contacts in CRM.

    As far as the Contact sync filter in Outlook goes, the only restriction is that active accounts are shown. Also, there are no other integrations besides Outlook in our environment.

    Thanks,

    Zealen

     
  • Wednesday, February 15, 2012 8:03 PM
     
     
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    Just an update on this. Turns out we are using exchange 2010 as our mail server, however, this problem was occuring before that implementation.

    Thanks,

    Zealen


    • Edited by Zealen Wednesday, February 15, 2012 8:07 PM
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  • Wednesday, February 13, 2013 4:01 AM
     
     
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    Hi there,

    Do you have any further detail on the cause (exchange 2010) and the fix for that. I am having exactly the same issue here.

    Thanks

    Ken