Error of D365 App for Outlook: Unable to Track Appointment Organized by Other System Users
D365 App for Outlook is used to track the appointment and emails from Outlook into D365. This is a light-weight application works smoothly with the Outlook but at the same time, we usually encounter issues in tracking appointments into D365.
Here, I would like to elaborate on one of the tracking issues which leave you clueless to troubleshoot it.
Usual tracking failure of an appointment that got created by an outlook user, who is a System User as well into the D365, is being tracked by another outlook user (another D365 System user). The user tries to track the appointment from the outlook but the status of the records remains with the state as “Pending for tracking” and no corresponding record gets created into D365.
In business, this scenario is frequently encountered where the organizer is different from the user who is tracking the appointment so the issue is also frequent as well.
Analysis of the Issue:
Whenever an appointment is tracked into the D365, security-related OOB fields are populated as follows
1. “CreatedBy”: A D365 User who tracks the outlook appointment into D365. This user can be as Required Attendees or Optional Attendees on the outlook appointment
2. “ModifiedBy”: Same as “CreatedBy”
3. “Owner”: It is usually the organizer of the outlook appointment. If the outlook appointment is organized by any external contact, the “System” user becomes the owner of the records. On the other hand, if the D365 user itself is an organizer, D365 remains as the owner of the records in D365
Now, when an outlook appointment created by a user is different from the user who is tracking this, the value of the “Owner” and “CreatedBy” are different. In other words, an appointment is created by a user on behalf of another user. That could lead to failure if the required permission is missing to create/read Appointment records in D365 that are under other ownership.
Stay tune to get such informative articles by a best Microsoft CRM Development Team