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Dynamics CRM 4.0 and Microsoft Outlook -- Incorrect User showing up on Scheduled Service Activities

Posted on 2010-11-11
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Last Modified: 2012-05-10
Hello,

We have quite the unique situation going on.  

Certain CRM Service Activities that are synchronized with Outlook have a username showing on them that has nothing to do with the Service Activity.  

For example, I go through and schedule a Service Activity in Dynamics CRM 4.0.  I then use CRM for Outlook to synchronize this Service Activity to my Outlook Calendar.  When I view my Outlook Calendar it shows the subject of the Activity and then a different user's name that was not included in the Service Activity.

This issue is company wide and looks to be random as I cannot find a common factor in why this user's name shows up on certain Service Activities and not others.

Any assistance will be very much appreciated.

Thanks!!
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Question by:easton21jd
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Expert Comment

by:HighlanderX
ID: 34119211
On the face of it this looks like a corruption issue as I've not heard of this happening in normal use.
Which rollup are you on for Dynamics CRM for both the server and the Outlook clients?
Have you applied a rollup on the server and then uninstalled it?
Have you upgraded from a previous version of MS Dynamics CRM?
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Author Comment

by:easton21jd
ID: 34120182
We are on Rollup 9 for both Server and Clients.  Going to Rollup 13 soon.

No, we have not applied a Rollup and uninstalled it.

No, we have not upgraded from a previous version.

Thanks!!!
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Expert Comment

by:Jeff Wight
ID: 34120320
Is there any chance you have a workflow rule running that reassigns service activities?

When you open the Service Activity from your Outlook Calendar, and then click the view in CRM button, does it open the CRM activity?  

Is the CRM activity reassigned as well when viewed in the CRM web client, or is the other name only showing up in outlook?
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Author Comment

by:easton21jd
ID: 34120775
I checked out all of our workflows yesterday and did not see any the reassign any Service Activities.

When I open the Service Activity from the Outlook Calendar, it opens the CRM Activity and the name of the user that shows up on Outlook is nowhere in the CRM Activity.

The other name is only showing up in Outlook.

Thanks!
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Expert Comment

by:Jeff Wight
ID: 34120805
Is the person in outlook showing up in the form of an outlook contact?  If it is a contact and you open it, does it share any properties with the user who created the service activity (like email address or phone number)?
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Author Comment

by:easton21jd
ID: 34120912
The Outlook Calendar just shows the name of a different user in our network and that user has nothing to do with the Service Activity.  The users name shows up where on a normal Outlook Appointment the Organizer's name shows up.

The contact does not share any properties with the user who created the Service Activity.

I can probably get you screen shots of what I am talking about.

Thanks!!
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Expert Comment

by:Jeff Wight
ID: 34121902
There are two "user" fields on regular CRM appointments - owner and organizer.  But from what I can tell, there is only one system user field on service activities - Owner.  

If you can, post up some screen shots of the apptment in Outlook, and the service activity in CRM.  I don't know if it will help but it might start some other ideas flowing.
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Author Comment

by:easton21jd
ID: 34122593
That is the confusing part of it.  The activities that are incorrect are either Service Activities or Tasks where there is not Organizer field.

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Author Comment

by:easton21jd
ID: 34136740
View from Outlook
This is the view from Outlook.  Here you can see the name Becky Schroeder showing up.  Yet, this user is not listed in any field in the Service ACtivity.
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Author Comment

by:easton21jd
ID: 34136781
View of the Service Activity
This is the view of the Service ACtivity.  As you can see, then user Becky Schroeder is not listed anywhere in the Service Activity and yet her name shows up as the Organizer in Outlook.
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Author Comment

by:easton21jd
ID: 34136788
Thank you for your help -- I am hoping the screen shots will give you more insight into the issue we are having.
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Expert Comment

by:Jeff Wight
ID: 34139105
Does the Pete Wood name appear anywhere in outlook?

Is this view from outlook from the calendar view or from when you actually open the outlook appointment?  Can you post a screen shot of the whole outlook appointment?

Here's what I'm thinking - according to your description this problem is company wide, so local outlook issues are not the culprit.  You also said that this person (Becky) does not show up on the service activity in CRM.  That means that somewhere during the process of creating the appointment in outlook, it is adding her name, which is what you said.  However, the name isn't just being made up - it's being pulled based on some some of matching criteria.  So ruling out the system being broken, It's doing some sort of matching to associate Becky with these activities.





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Expert Comment

by:HighlanderX
ID: 34140838
If you click on the hyperlink to pull up Peter's user record and note the email address, then look in your Outlook Address Book and look at Becky's record, then look at all the SMTP and X400 records for Becky - Does Peters email address appear in this associated email address list?
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Author Comment

by:easton21jd
ID: 34155758
jd_wight --

Pete's name does not appear anywhere in the Outlook Appointment.  

This is what we see when we open the appointment.  Since this Outlook appointment is related to CRM it opens the CRM form, not the Outlook Appointment Form.

I cannot find any matching criteria anywhere.  I have cross referenced phone numbers, email addresses, etc.

Thanks!

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Author Comment

by:easton21jd
ID: 34155774
Highlander --

I did this yesterday and I cannot find any place where Pete's email address shows up with Becky's.

Thanks!
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Expert Comment

by:Jeff Wight
ID: 34155817
I'm out of ideas.  Do you have active SA?  If so, you should be entitled to a number no-charges cases from Microsoft.  At this point, that is probably a good next step.
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Author Comment

by:easton21jd
ID: 34155836
OK -- thank you for your help.  I really appreciate all the help!
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Accepted Solution

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easton21jd earned 0 total points
ID: 35433565
Updgraded ALL users to Outlook 2010 and this fixed the issue.
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Author Closing Comment

by:easton21jd
ID: 35458487
This was the solution taht worked for us.  Once we got all users setup with Outlook 2010 and the current rollups the issue went away.
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