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Competed Phone Activities re-opening

  • 1.  Competed Phone Activities re-opening

    Posted 5 days ago
    We underwent the April update over the weekend in Australia and have noticed that when our users are now completing Phone Call Activities, they Reopen themselves about 10 minutes later, has anybody come across this?  Unfortunately re-completing them results in the re-opening of them about 10 minutes later.
    Thanks Ruth

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    Ruth Ralph
    Business SA
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  • 2.  RE: Competed Phone Activities re-opening

    Posted 4 days ago
    Edited by Sharon Fish 4 days ago
    Hi Ruth,

    We have had some users report this today too, but it does look like some phone call activities are completing.
    Do you have any more info? Have you raised with Microsoft?

    Thanks
    Sharon

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    Sharon Fish
    Beyond Bank Australia
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  • 3.  RE: Competed Phone Activities re-opening

    Posted 4 days ago
    Thanks everyone - its interesting as I can't replicate the issue in UAT but its affecting multiple users in our Live environment.
    We have ticketed the issue to Microsoft with examples, however similar to what you mentioned Sharon its not affecting all phone call activities.

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    Ruth Ralph
    Business SA
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  • 4.  RE: Competed Phone Activities re-opening

    Posted 4 days ago
    I have also raised a ticket with Microsoft Ruth.
    We seem to think it mainly relates to outgoing phone call records.
    We have replicated in production.
    Let's hope this gets some attention soon

    Thanks
    Sharon

    ------------------------------
    Sharon Fish
    Beyond Bank Australia
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  • 5.  RE: Competed Phone Activities re-opening

    TOP CONTRIBUTOR
    Posted 4 days ago
    Just for information, I've tested this in two different instances in the UK but don't have the issue.   Both instances have the April update / service update 40.

    Could there be any other factors at play, a workflow perhaps?  Do you have auditing enabled on phone call records?  If not, it might be worth enabling in a non-production instance to help find out what's happening.

    Best regards,
    Andrew.

    ------------------------------
    Andrew Bibby
    Dynamics 365 Consultant & Project Advisor
    Evesham, United Kingdom
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  • 6.  RE: Competed Phone Activities re-opening

    SILVER CONTRIBUTOR
    Posted 4 days ago
    I second that, Please check if you have any logic running behind the scenes to reopen them based on certain condition. Most likely an inactive workflow may have gotten reactivated during the upgrade causing this to happen.

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    Sunil Raheja
    Aha Apps
    Glen Allen VA
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  • 7.  RE: Competed Phone Activities re-opening

    GOLD CONTRIBUTOR
    Posted 3 days ago
    We have had this problem with email activities.  We raised a ticket to Microsoft nearly 6 weeks ago and they have not been able to give us any information. Interesting we are on prem version.  I will follow this for any updates.

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    Jennifer Codding
    Senior IT Business Analyst
    CMC Group
    Bowling Green OH
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  • 8.  RE: Competed Phone Activities re-opening

    Posted 3 days ago
    Hi All,
    I've had a response back to my ticket with Microsoft confirming this is a defect and it affects other activities/tasks in the system.
    Here's the info I got from the engineer - some of it is not relevant, e.g. with the last point where I can't do it in Outlook.


    Summary of Internal investigation request- Phone Call Tasks marked 'complete' in Dynamics 365 are reopening automatically

    ========================================================================================================

    Issue description:

    Phone call tasks created in Dynamics 365 instance, after marking 'Complete' are reopening automatically after 15-20 mins.
    Observation: this is happening only when the ACT settings for the mailbox are set to sync with outlook/server side sync. When this is set to 'None', the phone call activity marked 'Complete' stay 'complete'
    ACT Settings: Settings->Email configuration-> Mailboxes -> select a mailbox and open->'Appointment, Contact and Tasks' in Synchronization Method section

    Repro steps:

    1.           Create a new phone call task in Dynamics 365 for any contact

    2.           wait for the task to sync with the outlook configure for the same mailbox

    3.           mark the task 'Complete' in Dynamics 365 and find the changes sync to outlook, showing that the task is complete.

    4.           after 15-20 mins, check the same 'Complete' phone task, to find it showing status 'Open'

    Observations:

    1.           This issue is happening for all the users in the instance

    2.           Customer instance is configured for Exchange Online Profile

    3.           The tasks mark complete in Dynamics 365 reopen when the ACT for the user mailbox is configured to Outlook/SSS.

    4.           The task that opens after marking complete shows complete in Outlook tasks as well. but users see the task alert as due.

    5.           When the ACT for the same user's mailbox is set to 'None', the task marked 'Complete' remains 'Complete'.

    Dev team's reply:

    1.           Work item has been opened for tracking the fix.

    2.           Workaround : until the bug is fixed please request customer to complete the task in Outlook.



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    Sharon Fish
    Beyond Bank Australia
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  • 9.  RE: Competed Phone Activities re-opening

    Posted 3 days ago
    Thanks Sharon - will try this.  The Microsoft technician cannot working on my ticket cannot replicate the issue in the support instance created, this makes sense as Outlook only integrates with our Live environment thus the issue is related to Live only.

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    Ruth Ralph
    Business SA
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