Customer reported observing "User ambiguous" errors in the CRM Service Monitor application for some users trying to sync appointments from CRM to GroupWise.
Error in Log
Customer reported the following error in a crmgw-log file:
2013-01-09 12:31:29,701 INFO [CTP-wtx #0] [1YXNEG3G9JI8] (CRM -> GroupWise) Synchronizing Appointments
2013-01-09 12:31:29,701 INFO [CTP-wtx #0] [1YXNEG3G9JI8] Sync start time: 1/1/1970 12:00:00 AM
2013-01-09 12:31:30,530 ERROR [CTP-wtx #0] [1YXNEG3G9JI8] [CL: GwSoapException; M:ctor] user@example.com [53506] User ambiguous
Omni.Connection.Gw.GwSoap.xc783af63b0e311fd: [53506] User ambiguous
Cause of the error
There are two circumstances that can cause a "user ambiguous" error:
- Multiple contacts or leads in CRM using the same email address, or
- Contact or Lead in CRM that does not have an email address specified.
When GroupWise tries to create the appointment item and add the corresponding GroupWise contact, it cannot determine a suitable contact.
Resolution
In CRM, locate the appointment or phone call that was scheduled and confirm the invitees. Then confirm that the potential challenges identified above are removed from CRM contacts. Riva will sync those changes to GroupWise and the "user ambiguous" error will clear.
Applies to
