Appointment synchronization business rules

The following business rules are applied during appointment synchronization:

Please be aware that when a synchronized field on an appointment is updated, a notification is sent to all attendees. This is particularly important to note when adding confidential information to an appointment.

Synchronization direction

Business rule

Exchange to Sage CRM

Appointment synchronization is based on the organizer copy of appointment. This is because the appointment in the organizer's Exchange mailbox is the most reliable version of the appointment available to Sage CRM. Invitees see a copy of the organizer appointment in their Sage CRM calendars rather than a customized version of the invitee appointment from Exchange.

The exception to this rule is when the Exchange organizer of the appointment is not a Sage CRM user enabled for synchronization, and the appointment includes invitees who are Sage CRM users enabled for synchronization. In this case, the synchronization is based on the invitee copies of the appointment, to ensure the calendars of all the Sage CRM users stay up-to-date. In this case, a read-only stub appointment is created in Sage CRM, based on the invitee copies. For more information, see Stub appointments.

Sage CRM to Exchange

Appointments created in Sage CRM, where the organizer is not enabled for synchronization do not synchronize to Exchange. For example: Susan Maye is not set up to synchronize with Exchange but William Dolan and John Finch are. In Sage CRM, Susan Maye creates an appointment and adds William Dolan and John Finch to the appointment. This appointment never appears in the Exchange mailboxes of any of the three users. An Exchange Info message is displayed on the appointment stating that the appointment is not synchronized.

Bidirectional

(Exchange to Sage CRM and Sage CRM to Exchange)

Recurring appointments, where the end date of the recurrence pattern is in the last 14 days, or sometime in the future, are synchronized. Deduplication takes place on the Subject, Organizer, Start Time, and End Time, and All Day Event fields. The values in all these fields must match for the appointment to be considered a duplicate. For recurring appointments, the Recurrence pattern and Range must also match to be considered a duplicate.