SAP Knowledge Base Article - Public

2818085 - After Reactivating Groupware Synchronization, Appointments and Visits are Showing Older Versions in C4C


You have deactivated the synchronization of your Outlook Server-Side Add-in and reactivated it after some time, but the appointments and visits are synchronized with older version from outlook instead of newer ones from C4C.


SAP Cloud for Customer


When an appointment or visit has been updated in both C4C and Outlook the synchronization determines there is a conflict and prioritizes the version coming from Exchange (Outlook) and updates the C4C system with this version of the visit or appointment.


There are two work arounds for this:

  1. You can Enable "Freeze Description Fields" in E-mail Integration. This way when conflicts occur the description fields won't be overwritten.
    1. Open E-mail Integration Work Center.
    2. Open Groupware settings.
    3. Open settings.
    4. Check "Freeze Description Fields".
  2. You can request your tenant option to be "C4C wins", making the synchronization prioritize C4C whenever a conflict occurs.


Groupware; Outlook; Server-side; Add-in; C4C; Cloud for Customer; Appointments; Visits; Sync; Synchronization; , KBA , LOD-CRM-GW-SCC , Invisible CRM - Smart Cloud Connect Solution , How To


SAP Cloud for Customer add-ins 1905