Handle Closed CRM Calendar Items in Office 365 or Exchange

Article ID: 337

Last updated: 18 Dec, 2018

By default, when a user closes (changes the status to 'held' or 'not held') a CRM calendar item (appointment or phone call), the Riva sync does not delete that closed calendar item in Office 365 or Exchange. With Riva, it is possible to delete completed calendar items from Office 365 or Exchange and control when those items are removed.

These settings do not apply to GoldMine.

Note for GoldMine: In GoldMine, when calendar items are completed, they are moved to a new activity complete table and show as removed from the GoldMine calendar. The Riva sync interprets this as an appointment "deletion" and that "deletion" is synced to the user's Office 365 or Exchange calendar. The advanced options discussed in this article do not work for GoldMine systems.

To manage the removal of completed CRM calendar items:

Apply the following advanced options to
- the sync policy (to affect all the users that sync with that policy), or
- the CRM connection (to affect all the users synced through that CRM connection).
Advanced options to apply:

Crm.DeleteClosedItem.Appointment = true (The Riva sync removes closed calendar items. When this option is set to true, the following option is set to false by default.)

Crm.SyncClosedItem.Appointment = true (Riva syncs a copy of a new item that is "closed". If this option is set to false, the item is not synced. Default: false.)

Crm.ClosedItemTombstoneDelayInHours.Appointment = # (where # is the number of hours of delay before the deletion occurs.)
Examples:
- Crm.ClosedItemTombstoneDelayInHours.Appointment = 0 (The calendar item is deleted from Office 365 or Exchange as soon as a closed state is detected.)
- Crm.ClosedItemTombstoneDelayInHours.Appointment = 2 (The calendar item is deleted from Office 365 or Exchange 2 hours after a closed state is detected.)