3600904 - User Updated A Visit Notes Nevertheless Notes Where Reverted Back To A Former State Automatically

User updated a visit notes, nevertheless notes were reverted to a former state automatically.

SAP Cloud for Customer

1. Open affected visit. 
2. Observe from logs that the user updated the visit notes. 
3. Then check that the notes have been reverted to the original state.

The update operation from the Mailbox to C4C was executed, resulting in the visit notes being overwritten with the value from Outlook due to a detected conflict. The sync engine identified changes to the item on both the Exchange and C4C sides. In such cases, the sync engine follows a conflict resolution strategy to determine how to proceed. By default, Outlook takes precedence, and its data is applied to both systems (C4C and Outlook).

The conflict handling process is outlined in the relevant documentation: https://revenuegrid.com/ssi/docs/kb/articles/conflict-resolution/?h=confl

Obs.: On the Exchange side, each item has a unique identifier (Exchange ID) and a parameter called the ChangeKey. What is a ChangeKey? - The ChangeKey is an internal identifier used by Exchange to track the version of an item. Whenever an item is modified, its ChangeKey is updated. This helps the system detect changes and manage synchronization efficiently.

The object was modified on both Outlook and C4C during the same timeframe. These concurrent changes created a conflict. According to the conflict resolution strategy, Outlook overrides the values on C4C. As a result, the visit notes were updated based on the Outlook version.

If changes on the Exchange side are expected and occur regularly, we can consider modifying the conflict resolution strategy for visit notes. In this case, C4C would override the value on the Outlook side whenever conflict occur.

If changes on the Exchange side are not expected, the customer should investigate how the item was modified (e.g., user actions, other integrations, Outlook rules, etc.) so we can evaluate whether any configuration adjustments could help address the issue.

However, if this is a rare occurrence for the client, no specific actions or configurations are recommended.

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