Lightning Sync - Updates made to events in Salesforce do not sync to Outlook or Gmail inconsistently
Trailblazer Community

Lightning Sync - Updates made to events in Salesforce do not sync to Outlook or Gmail inconsistently

Email Clients , Outlook , Einstein Activity Capture

Last updated Yesterday ·Reference W-6590725 ·Reported By 31 users

No Fix

Sometime when the user creates an event in Salesforce with/without attendees while conflict settings is set to "Exchange always Wins", the event syncs with Exchange for the first time, however, on updating the same event in Salesforce, "Exchange always wins" conflict resolution might override changes made in Salesforce and the event does not get updated in Exchange/Outlook. Also, it may revert the updated details to the originally created information (information which was entered while creating the event record) or it simply keeps the updates in Salesforce but do not sync the updates in counter-part system (Outlook/Gmail).

Root Cause: "Exchange always wins" conflict resolution or invite acceptance in Exchange might override changes made in Salesforce.

1) Make sure conflict behaviour for the Events is set to "Exchange always Wins"
2) The user creates an event in Salesforce with/without attendees.
3) Confirm that attendees got the event invite and accept it.
4) Check in Salesforce org that Green checkmark is enabled in event record (in Salesforce) next to the attendees.
5) Now change event Subject or Start/End dates or any other syncing fields values in Salesforce, and save the record.
6) Wait for some time and you will see that the Event update does not sync with the Exchange/Outlook and the updated content will also be reverted to the original (information which was entered while creating the event record). It could also inconsistently retain the updates in Salesforce but do not sync the updated field values in counter-part system (Outlook/Gmail).
7) Wait for sometime and update the event one more time, and notice that the updates are synced this time.

NOTE: This behaviour is very inconsistent in nature and occur due to "Exchange always wins" conflict resolution.

As a workaround, use Outlook/Gmail calendar to make updates to meetings instead of updating them in Salesforce OR make an attempt to update the meeting for 2nd/3rd time in Salesforce to ensure updates are synced.

Is it Fixed?

AP0 AP3 AP4 AP5 AP6 AP7 AP8 AP9 AP10 AP11 AP12 AP13 AP14 AP15 AP16 AP17 AP18 AP19 AP20 AP21 AP22 AP28 CS1 CS2 CS3 CS4 CS5 CS6 CS7 CS8 CS9 CS10 CS109 CS108 CS107 CS106 CS105 CS102 CS101 CS100 CS115 CS119 CS110 CS117 CS114 CS113 CS112 CS111 CS11 CS116 CS12 CS122 CS121 CS126 CS127 CS129 CS128 CS125 CS124 CS123 CS137 CS138 CS13 CS133 CS132 CS14 CS148 CS142 CS159 CS152 CS151 CS15 CS162 CS16 CS169 CS165 CS160 CS17 CS18 CS189 CS194 CS197 CS19 CS198 CS196 CS195 CS20 CS21 CS22 CS23 CS24 CS25 CS26 CS27 CS28 CS29 CS30 CS31 CS32 CS33 CS34 CS35 CS36 CS37 CS40 CS41 CS42 CS43 CS44 CS45 CS46 CS47 CS49 CS50 CS51 CS52 CS53 CS54 CS57 CS58 CS59 CS60 CS61 CS62 CS63 CS64 CS65 CS66 CS67 CS68 CS69 CS70 CS71 CS72 CS73 CS74 CS75 CS76 CS77 CS78 CS79 CS80 CS81 CS82 CS83 CS84 CS86 CS87 CS88 CS89 CS90 CS91 CS92 CS94 CS95 CS96 CS97 CS98 CS999 CS99 EU16 EU17 EU18 EU19 EU25 EU26 EU27 EU28 EU29 EU30 EU31 EU32 EU33 EU34 EU35 EU36 EU38 EU39 EU40 EU41 EU42 EU43 EU45 IND1 IND2S IND3S NA104 NA107 NA109 NA100 NA101 NA103 NA102 NA105 NA119 NA116 NA110 NA118 NA112 NA111 NA115 NA114 NA113 NA117 NA125 NA124 NA122 NA120 NA126 NA127 NA123 NA129 NA121 NA128 NA138 NA134 NA133 NA136 NA135 NA132 NA131 NA130 NA137 NA139 NA140 NA142 NA141 NA146 NA147 NA148 NA154 NA155 NA150 NA172 NA174 NA171 NA173 NA196 NA202 NA21 NA46 NA47 NA49 NA52 NA54 NA57 NA58 NA59 NA61 NA62 NA64 NA65 NA66 NA67 NA68 NA69 NA70 NA71 NA72 NA73 NA74 NA75 NA76 NA77 NA79 NA80 NA81 NA82 NA83 NA84 NA85 NA86 NA87 NA88 NA89 NA90 NA91 NA92 NA93 NA94 NA95 NA96 NA97 NA98 NA99 UM1 UM2 UM3 UM4 UM5 UM6 UM7

Any unreleased services, features, statuses, or dates referenced in this or other public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make their purchase decisions based upon features that are currently available.