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According to support, a recent feature change modified how the Appointment synch to CRM works with the Outlook synch filters. Appointments were synched from Outlook to CRM, the customer wanted to turn off the synching of Appointments to Outlook. Once the synch filter was turned off, future Appointments were all deleted from Outlook, which sent multiple cancellations via Outlook. When the synch filter was turned on, the appointments synched back to CRM and sent invites via Outlook again. Turning off the synch filter for Appointments should not be affecting Appointments in Outlook. Many customer may have the synch filter on by default, but very possibly at some point they may decide they want the Appointment synch to be turned off. I am not even sure how to explain to them that if they do, all of their Appointments in Outlook will be cancelled, or why it would be set up that way based on the fact that the Appointment synch filter is on by default.

Category: General
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