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Task Sync to Outlook creates formatting changes

  • 1.  Task Sync to Outlook creates formatting changes

    Posted 20 days ago
    We are experiencing formatting changes in the Task Description once the task is synced to Outlook. Example:

    Task Description looks like this when entered (either via copy/paste or manually):
    1. Do this thing
    2. Then do that thing
    3. Finally do this other thing

    Once it's been synced to the Task Owner's Outlook, the Task Description changes to this (puts everything into one paragraph):
    1. Do this thing 2. Then do that thing 3. Finally do this other thing

    It also updates the Modified On to the Owner even if the Owner of the Task didn't do anything with the task.

    What's even more interesting, is you can update the task in Outlook with the correct formatting, it will sync to Dynamics with the correct formatting, however a little while later it will revert back to the non formatted text.

    In addition, none of this is being tracked with Audit on the Description field.

    Is anyone else experiencing this? Has anyone found a solution? Any input would be appreciated. Thanks!

    #CustomerEngagement#Office365​​​​​, #CustomerService

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    Megan Crooks
    CAPFinancial Partners, LLC
    Raleigh NC
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  • 2.  RE: Task Sync to Outlook creates formatting changes

    Posted 19 days ago
    Hello Megan,

    Great detailed description of the issue.

    We experienced the same problem last week (following the updates on 28th of April - North America region instance) and raised a support ticket with Microsoft. Unfortunately there is not fix, it's a bug. Feedback received:
    Currently the fix is listed for deployment around the 24th of May.

    We also noticed a new category in Outlook "Tracked To Dynamics 365". This can be removed:
    https://support.microsoft.com/en-us/help/4501716/tracked-to-dynamics-365-category-added-to-user-s-mailbox

    ------------------------------
    Petru Dracia
    Business Applications Analyst
    Fugro
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  • 3.  RE: Task Sync to Outlook creates formatting changes

    Posted 19 days ago
    Petru -

    Thanks for the input - I was concerned that the updates were the culprit due to the timing of the issue. We will get in touch with our MS contacts and confirm that date.

    Also, thanks for the heads up on the new category included in Outlook!


    ------------------------------
    Megan Crooks
    CAPFinancial Partners, LLC
    Raleigh NC
    ------------------------------



  • 4.  RE: Task Sync to Outlook creates formatting changes

    Posted 19 days ago
    Hi Megan

    What version of CRM are you on, an what version of Outlook Client/App are you using?

    We are on Dynamics 365 8.2 on-premise using the Outlook Client, and we are experiencing a similar behavior with appointments.
    We spent a lot of time debugging with Microsoft support, and we have found some hints about what is going on.

    When an appointment is tracked from Outlook, it is sent directly to CRM from Outlook (local computer) and formatted by Outlook. The first time server side sync runs (within 12 min), the appointment is copied from Exchange (server) and compared to the copy in CRM. Exchange might however format text different than Outlook, so the comparison might end up showing small formatting differences. If this is the case, then server side sync will update the appointment in CRM, and and send an update to all participants! Any subsequent changes to the appointment or server side synchronizations will not have any issues because the appointment is only synced directly from Outlook locally on create.

    I assume tracking tasks will work similarly, even though there will not be sent updates to anyone.

    We were hoping that this issue will be resolved when we upgrade to 9.0, and the outlook App, some I am very interested to hear if you are on a newer version then us. :-)

    ------------------------------
    Peder Møller Wagner
    Senior Software Architect
    Danske Bank Group
    København K
    ------------------------------



  • 5.  RE: Task Sync to Outlook creates formatting changes

    Posted 19 days ago
    Peder-

    We are currently on Dynamics 365 - 9.0 and Office 365 using the server side sync.

    I do believe this was a bug released with the update introduced a couple weekends ago.

    Up until now, we haven't experienced many issues with tracking appointments/tasks between Outlook/D365.

    Interesting to know on the tracking - thanks for sharing!

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    Megan Crooks
    CAPFinancial Partners, LLC
    Raleigh NC
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  • 6.  RE: Task Sync to Outlook creates formatting changes

    SILVER CONTRIBUTOR
    Posted 17 days ago
    We noticed this as well and I opened a ticket with Microsoft.  After several days of working with them they stated it was a known bug and that based on the release schedule, the fix will be available to customer by 5/24.


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    Scott Glisson
    CRM Administrator/Business Analyst
    Randall-Reilly, LLC
    Tuscaloosa AL
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  • 7.  RE: Task Sync to Outlook creates formatting changes

    Posted 16 days ago

    Hi,

    We had the same issue with appointment created in outlook and tracked to Dynamics. After a few minutes, the format in outlook will change the exact way as your task. I did found a way to correct this issue in our case. Yet the solution is only perfect if you are in the new Unified interface.

    The issue came from the fact that rich text experience is not activated by default for appointment entities in Dynamics. Therefore, the format is not keep when saved in Dynamics, and after the exchange synchronization is made, the format is not longer good in Outlook either.

    To correct this, just follow the step described here :

    https://docs.microsoft.com/en-us/dynamics365/customer-engagement/admin/enable-rich-text-experience

    This corrected our issue in Unified Interface. Yet, without unified interface, the result was not human readable in Dynamics, but good in outlook. I did not push further without unified Interface but maybe  it could go with a bit of configuration of the client side text editor.

    I Don't know if this correction applies with Tasks created in Dynamics then sync in outlook, but I would suggest you to investigate this track.

    Best regards.



    ------------------------------
    Laurent Maneville
    N Media
    Drummondville QC
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