Question

Pega - Exchange calendar integration doesn't synchronize recurring appointments

Hello,

we have configured OOTB Pega<->Exchange integration for two-way synchronization of appointments.

More or less it works as intended, except for one thing. Recurring appointments created in Outlook are not synchronized.

Is this the limitation of this OOTB functionality or we are missing some additional settings?

Thank you.

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June 26, 2019 - 11:28am

After some digging I've found and article about limitations where it is mentioned that reccuring appointments are not synchronized:

The following calendar integration functionality is not supported when using Pega Sales Automation 7.31 and 7.4:

  • Synchronizing recurring appointments from Microsoft Exchange to Pega Sales Automation
  • Synchronizing private appointments from Microsoft Exchange to Pega Sales Automation
  • Accepting an appointment from Pega Sales Automation

 (https://community.pega.com/knowledgebase/microsoft-exchange-pega-sales-automation-calendar-integration)

So I would correct my question:

Forwarded and accepted appointments in Outlook are not synchronized into Pega. Is this also the limitation of this integration?

July 15, 2019 - 2:09am
Response to IvanS639

Hi Ivan,

Yes. Currently we don't support syncing of recurring events.

If an event is forwarded to someone, the recipient should be definitely included in appointment attendees list in sales automation after syncing.

If an event is accepted/declined by any attendee, response is stored as attendee response in appointment attendees tab.

Please let us know if you have questions.

 

 

 

July 16, 2019 - 9:33am
Response to AnilR_SalesAuto

Hi Anil,

thank you for the explanation. There is however another scenario where forwarded appointment is not synchronized into Pega.

Suppose Account 1 creates an appointment with one attendee which would be Account 2. Let's consider them to be external accounts (none of them work with Pega). Later on Account 1 forwards this appointment to Account 3 who works with Pega and has calendar synchronization enabled. Appointment appears in Account's 3 Outlook calendar, but it is not synchronized with Pega (even if it's accepted and Account 3 is in the attendee list).

Please, see attached picture where I tried to display this scenario with attendee list for this appointment.

July 17, 2019 - 9:28am
Response to AnilR_SalesAuto

Hi Anil, I've found the reason why the forwarded appointment from my previous example was not synchronized into Pega. In EWS I see that it has MeetingRequestWasSent = False. If it's like this then when rule IsSkipAppointment in Pega is evaluated to true and appointment is ignored.

But the question is why MeetingRequestWasSent is "false"? Could it be an issue on EWS side?

Pega
June 27, 2019 - 11:43am

Hi Ivan,

Recurring appointments are not supporting in pega exchange integration and also limitation in calendar gadget,  it is not supporting recurring appointments.

I think, we are supporting  accept & declined responses. one my teammate Anil worked on that, he will confirm on it.

 

Thanks,

Mallikarjun