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CRM Desktop Failed With Multiple Organizations (Doc ID 2648196.1)

Last updated on AUGUST 26, 2020

Applies to:

Siebel CRM Desktop - Version 16.19 [IP2016] and later
Information in this document applies to any platform.

Symptoms

The user's has reported that when a calendar meeting is create from an Outlook Shared Calendar and then adding a contact with different or outside the organization it failed with the following error message below:

 

 

 

 

 

 

 

Steps to reproduce the issue:

 

A. On Siebel Callcenter:

1. I have created two Employees with different Organization as shown below:

a. TEST1 | Organization(US Team)

b. TEST2| Organization(PR Team)

 

 

B. On CRM Desktop:

  1. I have created a new meeting "Test 1 Org" using Outlook Shared Calendar from an External Organizer(external_organizer@crmtets.com) on Scheduling Assistant and add TEST1(test1_crm@crmtets.com) as attendees. I have following the Microsoft forum link "Share an Outlook calendar with other people" for the Outlook Shared Calendar.

 

2. Open the new meeting from TEST1(sadmin_crm@crmtets.com) calendar and clickthe CRM Desktop Share bar and add a new contact TEST2.

3. Run a Synchronization

4. Sync successfully and the meeting was inserted in Siebel Callcenter.

5. Now, this issue is intermitted and something occurred when creating a new meeting or updating the same meeting "Test 1 Org" ans sync or when another new meeting is created and then sync.

 

For example; if you create another meeting from Outlook Shared Calendar or from the TEST1(sadmin_crm@crmtets.com) and make some change to an existing meeting "Test 1 Org", for some reason CRM Desktop stop sync but no error message is capture in CRM Desktop Control Panel. But if you delete the existing meeting "Test 1 Org" and then the following error message  "Error in iCal processing - PUT request failed to updated record. Please find more info in Siebel DAV Logs." was captured on CRM Desktop Control Panel and error message below from EAI Component Logs:

 

 

 

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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