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This guide covers exceptions to the Litify Inbox 1:1 Event Sync.
When are the calendars not 1:1?
Salesforce and Microsoft Outlook have some technical restrictions which can lead to events not always syncing 100% between their calendars. The underlying causes are outlined in this Salesforce article, but the details of what these restrictions mean for Litify Inbox users are below.
Recurring events created in Litify
Recurring events created in Litify will not sync to Exchange
• Why?
Editing Existing Events
If you reassign owner of an existing Event in Litify
• Additional Exchange copy is created for new Owner
• Attendees get additional invitations for second copy
• Original event is unshared in Exchange (not synced to Litify)
• Original owner needs to delete event and notify attendees that new copy is correct
• Why?
• Deleting original event would send cancellation notices which may not be accurate to attendees
If you edit the description of an Event in either Salesforce or Outlook after it is created
• The description will not sync to the other system
• Why?
• Edits to description in Outlook notify the event owner that attendees will receive the update, but this warning is not seen if the change is made within SF
If you remove an attendee from an Event in Litify
• Attendee is not removed from Exchange
• Owner in Exchange needs to manually remove the Attendee
• Why?
• Outlook notifies the event owner that updates will be sent to removed/changed attendees, whereas this is not seen if the change is made within SF
Attendee Related Exceptions
If the event owner is a Litify user not using Litify Inbox, and at least one attendee is a Litify user in the same org who IS using Litify Inbox, the event is not synced
• Will trigger a synchronization error within Litify Inbox
• Sync Settings Dashboard for user will show list of synchronization issues
• Why?
If the event owner is a Salesforce Contact, rather than a user, and one or more attendees are Litify Inbox users, each user will see an unrelated event with no attendees listed (personal duplicates).
• Note - these events will be linked to corresponding Contacts/Matters using Who (‘Name’)/What(‘Related To’) fields
• If attendee/organizer’s emails which are coming from Exchange are aliases which differ from emails which are used in SFDC, LI will resolve these attendees using aliases provided by Exchange
• Why?
• SFDC Lightning sync has the same restriction
Exceptions Related to Private Events
If the event was created in Exchange and is marked “Private”
• The event will not sync to Litify automatically
• Why?
If a “Private” Exchange event is given the “Litify” category or manually saved to a Litify record using the Litify Inbox sidebar
• The event will sync to Litify with full details visible, and not be marked “Private” in Litify
• Why?
If an event is created in Litify and marked “Private”
• The event will sync to Exchange, but will not be marked as “Private”
• All fields will be visible in Outlook
• Why?
Exceptions to 1:1 event sync for event series created in Exchange
Detailed exceptions to 1:1 event sync for recurring events
If you have a recurring event with a pattern that does not exist in Salesforce
• Will trigger a synchronization error within Litify Inbox
• Sync Settings Dashboard for user will show list of synchronization issues, if they view this interface
• Specific restrictions are described in this Salesforce help article.
• Why?
If you have a recurring event with a very high number of occurrences
• Salesforce will show a limited number of occurrences
• Older occurrences are not removed, and upcoming occurrences added in a rolling pattern (only when event was updated and ¼ of the occurences limit is exhausted) defined by Salesforce in this help article.
• If Exch daily meeting has 100 occurrences (see other patterns in SFDC article above), it’s synced to SFDC, but if a User updates it in SFDC, it’s synced to OL as an event without any limits
• Why?
If you have a recurring event (series, master event) that is changed
• Microsoft will change past events and future
• Salesforce will change only future events
• LI handles an update of event series in SFDC in the following way: past events are not changed no updates are sent to attendees, only future ones are updated
• Salesforce will overwrite any changed event description, location, and WhatId relationships for individual events in the series based on the “master” event: all occurrences in Exchange will be changed, including all exceptions
• Why?
If you have a recurring event that is an all-day appointment
• The event will not sync to Salesforce
• Will trigger a synchronization error within Litify Inbox
• How does the user know this?
• Categories applied to the event in exchange stating the error
• Sync Settings Dashboard for user will show list of synchronization issues, if they view this interface
• Why?
If you convert already synced single event to a recurring event in Exchange
• The recurring event will not sync to Salesforce
• Will trigger a synchronization error within Litify Inbox
• How does the user know this?
• Categories applied to the event in exchange stating the error
• Sync Settings Dashboard for user will show list of synchronization issues, if they view this interface
• Why?
Time zone auto-sync exceptions
If an event created in Exchange uses a time zone that is not supported by Salesforce, the event may not sync
• This article defines the Exchange time zones that do not match Salesforce
