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How to check appointment sync between Outlook and CRM RRS feed

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    We have some users in Japan, who seems to have lost the "link" between some of their appointments in CRM and Outlook. They have the appointment in both CRM and Outlook, but if they look at the appointment in Outlook, the Regarding field is empty and apparently they are not able to track the appointment either (I'm sorry that this is a bit vague, but I haven't got the info first hand..).

    My question if now if there is a way to "re-link" these appointment? They have tried to make changes to the appointments both in CRM and Outlook but the changes doesn't sync over. I know that MS CRM keeps a local "database" for the synchronization, but is it possible to look into this database - or "flush" it?

     

    Steen Schlüter Persson (DK)
    Tuesday, September 14, 2010 10:08 AM

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    Hello Brett,

    Yes, that is the problem.

    Take a look on: https://community.dynamics.com/blogs/crmpowerobjects/comments/55036.aspx

    Outlook Appointments Disappearing

    When using the CRM Outlook Client to track Appointments, an Outlook Appointment will randomly disappear. This will occur when the CRM User has a duplicate email address in the CRM system.  This is typically caused by a CRM User associating their user email address to another record; such as an Account, Lead, or Contact. CRM is not designed to know which record is the correct record to resolve the email address to.

    When we track CRM activities (such as appointments) the application will go to the CRM database and query for entities that have an e-mail address associated to it. This could be a user, contact, account or lead. Once we find an e-mail address that corresponds to the sender or recipients e-mail address we will then associate the activity to that particular entity. If the first found entity happens to be a contact e-mail address the creator of the CRM appointment will automatically be changed to the e-mail address of the contact record. Then, on the next sync process, Outlook will see the user is no longer part of the appointment and automatically remove it from the calendar. However, if the same process is completed on a second appointment and the system locates the user e-mail address before the contact address, the appointment will be tracked as desired and the activity will not be removed from the calendar.

    To resolve this issue the CRM User will need to remove the duplicate email address. Once the duplicate email addresses have been removed the issue will stop occurring.

    []´s

    Carlos Amorim Junior
    "Já ajudou a comunidade hoje?"
    http://www.dynamicscrm.com.br
    Thursday, September 23, 2010 9:40 PM

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    Are you able to 'Set Regarding' ?

     

    Rob

    www.crmconsult.info Twitter:robertpeledie
    Tuesday, September 14, 2010 10:59 AM
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    Yes, I think they can set Regarding, but I'm not sure.
    Steen Schlüter Persson (DK)
    Tuesday, September 14, 2010 12:08 PM
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    Getting them to set regarding would be the easiest solution if there arn't too many.

    Rob

    www.crmconsult.info Twitter:robertpeledie
    Tuesday, September 14, 2010 12:11 PM
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    but there are many... one user has 70 apointment that has lost the "link". Furthermore, this will aparently still not recreate the default Outlook synchronization. Something seems to have went wrong with this, and I'd like to find out why - and if it can be "reset". 

     

    Steen Schlüter Persson (DK)
    Tuesday, September 14, 2010 12:29 PM
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    So are there appointments in Outlook that had a link to CRM?

    If so, if you go to the activities in CRM are they still there?

    Rob

    www.crmconsult.info Twitter:robertpeledie
    Tuesday, September 14, 2010 12:35 PM
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    Yes, they are still there in both systems, but the synchronization just doesn't happen. It just looks like the "link" between those appointments is broken. That's why I'd like to know if there is a way to "reset" the sync between CRM and Outlook or a way to look into this local database.
    Steen Schlüter Persson (DK)
    Wednesday, September 15, 2010 7:36 AM
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    Did you find out why the link disappeared?  We have just encountered the same issue in development environment and obviously want to get to the bottom of it.
    Brett Metcalfe
    Thursday, September 23, 2010 8:34 PM
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    Hello,

    What rollup is installed on client machines?

    []´s

    Carlos Amorim Junior
    "Já ajudou a comunidade hoje?"
    http://www.dynamicscrm.com.br
    Thursday, September 23, 2010 9:17 PM
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    Rollup 12 is installed on the machines.  I found that the my email address was also being used on one of the contacts, I was using it for testing purposes.  So I have changed that and now it appears to be working correctly.  However I am not sure that this was the problem.
    Brett Metcalfe
    Thursday, September 23, 2010 9:36 PM
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    Hello Brett,

    Yes, that is the problem.

    Take a look on: https://community.dynamics.com/blogs/crmpowerobjects/comments/55036.aspx

    Outlook Appointments Disappearing

    When using the CRM Outlook Client to track Appointments, an Outlook Appointment will randomly disappear. This will occur when the CRM User has a duplicate email address in the CRM system.  This is typically caused by a CRM User associating their user email address to another record; such as an Account, Lead, or Contact. CRM is not designed to know which record is the correct record to resolve the email address to.

    When we track CRM activities (such as appointments) the application will go to the CRM database and query for entities that have an e-mail address associated to it. This could be a user, contact, account or lead. Once we find an e-mail address that corresponds to the sender or recipients e-mail address we will then associate the activity to that particular entity. If the first found entity happens to be a contact e-mail address the creator of the CRM appointment will automatically be changed to the e-mail address of the contact record. Then, on the next sync process, Outlook will see the user is no longer part of the appointment and automatically remove it from the calendar. However, if the same process is completed on a second appointment and the system locates the user e-mail address before the contact address, the appointment will be tracked as desired and the activity will not be removed from the calendar.

    To resolve this issue the CRM User will need to remove the duplicate email address. Once the duplicate email addresses have been removed the issue will stop occurring.

    []´s

    Carlos Amorim Junior
    "Já ajudou a comunidade hoje?"
    http://www.dynamicscrm.com.br
    Thursday, September 23, 2010 9:40 PM
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    Thanks that makes sense.
    Brett Metcalfe
    Thursday, September 23, 2010 9:54 PM
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    Hi,

    The above sounds like a bug to me, and I'm not sure it's the reason for the problems in my case. As I have been told it from the user, it's the normal sync between Outlook and CRM that seems to be broken for a number of appointments. To my knowledge, he hasn't used "Track in CRM", but just created the Appointments like normal appointments. and then have them synced to Outlook and it's then this "link" that has disappeared.

    I might be wrong, but it doesn't sounds like the above could be the reason in this case.

     

    Steen Schlüter Persson (DK)
    Monday, September 27, 2010 7:46 AM
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    Hi,

    Am running into a very similar issue whereby an appointment created in IE once synchronized with Outlook will disappear after about 30 seconds from the Outlook calendar.

    Then about a minute later the same appointment is no more available in IE. If the user clicks on the IE appointment he/she gets an errror stating that this record does not exist or the user does not have sufficient permissions to access it.

    On top of it any search troughout the CRM for this appointment returns no result, it's like it been deleted!!!

    Worth noting that we had users remove any contacts, account or lead that had their email address, so something else is going on.

    Any help is appreciated :-)

    :~Didier

    :~DaDynamixFan
    Thursday, December 16, 2010 9:49 AM