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Competed Phone Activities re-opening

  • 1.  Competed Phone Activities re-opening

    Posted Apr 15, 2019 11:48 PM
    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 Apr 16, 2019 05:06 AM
    Edited by Sharon Fish Apr 16, 2019 05:07 AM
    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 Apr 16, 2019 07:45 PM
    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 Apr 16, 2019 09:15 PM
    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

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

    GOLD CONTRIBUTOR
    Posted Apr 26, 2019 08:17 AM
    We're experiencing the same issue. We opened a ticket on 4/15, and just received the update that "changes are going to be delayed till 25th May (tentative)."

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    Abby Torres
    CRM Solution Architect
    ReEmployAbility, Inc
    Columbus MS
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  • 6.  RE: Competed Phone Activities re-opening

    Posted Apr 29, 2019 01:39 AM
    I received this from Microsft today in relation to the timing of a fix,


    As checking on the ticket ************** and further investigation, the current issue you are facing is related to a reported code defect which was brought to the attention of our development team and they are currently working on designing and deploying a hotfix for all of the affected organizations worldwide.

    The ETA for the fix is on May 10th



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

    TOP CONTRIBUTOR
    Posted Apr 16, 2019 07:33 AM
    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.

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

    GOLD CONTRIBUTOR
    Posted Apr 16, 2019 10:29 AM
    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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  • 9.  RE: Competed Phone Activities re-opening

    GOLD CONTRIBUTOR
    Posted Apr 17, 2019 07:37 AM
    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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  • 10.  RE: Competed Phone Activities re-opening

    Posted Apr 17, 2019 07:53 AM
    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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  • 11.  RE: Competed Phone Activities re-opening

    Posted Apr 17, 2019 08:27 PM
    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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  • 12.  RE: Competed Phone Activities re-opening

    Posted Apr 24, 2019 07:32 AM

    Hi All,

    Do we know if Microsoft are any nearer fixing this as We received this upgrade over the weekend and now have this issue across our entire sales department.

    Thank you
    Graham​



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    Graham Phelps
    Keith Prowse
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  • 13.  RE: Competed Phone Activities re-opening

    Posted Apr 25, 2019 05:10 AM
    Hi Graham,

    I heard back late yesterday from the MS engineer on my ticket. She has advised that, as above, this has been accepted as a defect; but there has been no further update to the 'bug page' since last Wednesday. She has stated that multiple customers are impacted.
    She has emailed the dev team asking for it to be prioritised and for updates to be shared.

    From our perspective, last Thursday we turned off the synchronising of Appointments, Contacts and Tasks to Outlook - for all our users.

    This has alleviated the issue, obviously with it's own drawbacks, until MS have resolved the issue.

    Hope this helps

    Thanks
    Sharon

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

    Posted Apr 29, 2019 04:47 AM

    Hi Sharon and Everyone.

    My case with Microsoft has been changed to 'Fixed' and after testing this morning, this looks to be the case.

    For reference am in the UK and run CRM on crm4.dynamics
    G



    ------------------------------
    Graham Phelps
    Keith Prowse
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  • 15.  RE: Competed Phone Activities re-opening

    Posted Apr 30, 2019 02:36 AM
    Edited by Graham Phelps Apr 30, 2019 02:36 AM

    Update on this - It did not work and it's back with Microsoft!

    Newly created calls close but it is impossible to close any call effected by this bug.

    MS have now said the 17th May.​



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    Graham Phelps
    IT and CRM Manager
    Keith Prowse
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  • 16.  RE: Competed Phone Activities re-opening

    Posted Apr 30, 2019 02:54 AM
    Thanks for the update Graham

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

    GOLD CONTRIBUTOR
    Posted Apr 30, 2019 06:24 PM
    This may be unrelated, but we once had a very similar issue.  Javascript field changes don't trigger other scripts to run, but synchronous workflow operations DO.  In our case, we had a race condition wehere a worklfow would complete, trigger a field update, and undo changes that the javascript had made and triggered to save before the workflow was able to complete, effectively reopening the activity.  Just something to consider.

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    Ryan Perry
    Business Systems Analyst
    Auric Solar
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  • 18.  RE: Competed Phone Activities re-opening

    Posted May 01, 2019 06:31 PM
    Edited by Renee Byrne May 01, 2019 06:32 PM
    Hi Sharon, not sure if this helps or not but if you wanted to just turn off just the task synchronisation, this can be done through Dynamics Options (cog icon). By going to the Synchronisation tab and deactivate the 'My Tasks' process. This is what we have done because we wanted to still sync our appointments.

    Renee

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    Renee Byrne
    Business SA

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