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Calendar Items Sync Special Patterns: Attendees Lists, Private Items, Items Unsharing and Deletion

Office 365

Tip

Also refer to this article for in-depth explanations of specific calendars sync exceptions.

Attendees Lists and Meeting Acceptance Statuses

 

Outgoing meetings (organized by the user)

Сalendar items sync between MS Exchange and Salesforce does not always follow the one-to-one mirroring pattern (i.e. when the contents of matching objects’ fields in MS Exchange/Office 365 and Salesforce are reciprocally synchronized). Instead, different rules are applied to Salesforce-to-Exchange and Exchange-to-Salesforce items sync to ensure that no attendees are lost from an event in MS Exchange/Office 365.

Specifically, if you update a calendar item’s list of attendees:

  • When a new attendee is added to an event in Salesforce: he/she will be added to the matching Exchange item, with Unknown attendance status.

  • When an attendee is removed from an event in Salesforce: no changes will be made in the matching Exchange item’s attendees list.

  • When a new attendee is added to a calendar item in Exchange: he/she will be added to the matching Salesforce item, with a corresponding attendance status (see the note below for more information) .

  • When an attendee is removed from an event in Exchange: he/she will be removed from the matching Salesforce item, regardless of the attendance status.

In addition to that, due to the specifics of MS Exchange’s status assigning mechanisms, when you create a calendar item, its attendees’ statuses can only be properly synced from Exchange to Salesforce but not the other way around:

  • When a calendar item is created in MS Exchange/Office 365 and then synced with Salesforce (up-synced), its attendees’ statuses will be transferred properly.

  • When an event is created in Salesforce and then synced with MS Exchange/Office 365 (down-synced), any attendees’ statuses including Declined will be set to Unknown.

Note

While the Accepted or Declined attendance statuses are transferred from Exchange to Salesforce exactly, NoResponseReceived, Tentative, Organizer, Unknown statuses are all changed to Undecided.

 

Incoming meetings (organized by a contact, the user being an invitee)

When you up-sync (MS Exchange/Office 365 → Salesforce) or down-sync (Salesforce → MS Exchange/Office 365) an incoming meeting (one organized by another person - an external or in-org contact), due to a limitation in MS Exchange its Accepted meeting status will be changed to Unknown in either of these cases.

 

Detailed explanation of specific calendar items management cases

The events handling patterns are governed by the principle of making user calendars in Salesforce and in MS Exchange/Office 365 one-to-one identical through SmartCloud Connect synchronization, with several exceptions caused either by convenience of use considerations or specific limitations in MS Exchange/Office 365. One of the key factors to be considered is whether an event has attendees or not as that affects events processing in MS Exchange/Office 365.

 

Use case 1: applies both to events which have attendees and ones which have no attendees

If you create a calendar item in MS Exchange/Office 365 and share it in Salesforce, then unassign the “Salesforce” category from the event in MS Exchange/Office 365: the event will not be removed from Salesforce and the “Salesforce” category will be automatically reassigned to it on the following sync session. This behavior is defined by an events handling policy that allows deleting events from Salesforce only if they were deleted from MS Exchange/Office 365, not just unshared.

 

Use case 2: applies to events which have attendees (meetings)

If you are an event’s owner (set in the Assigned To event field) and organizer in Salesforce and the event got synchronized with your MS Exchange/Office 365 calendar (down-synced) by SmartCloud Connect, and then you delete it in Salesforce: the event will be removed from Salesforce but will remain in MS Exchange/Office 365, the “Salesforce” category will be unassigned from it. This behavior is determined by a limitation in MS Exchange/Office 365.

 

Use case 3: applies to events which have no attendees (appointments)

  1. If you create a calendar item in MS Exchange/Office 365 and share it in Salesforce, then delete it from Salesforce: the event will be removed from Salesforce but will remain in MS Exchange/Office 365, the “Salesforce” category will be unassigned from it. This behavior is determined by a limitation in MS Exchange/Office 365.
  2. If you create a calendar item in MS Exchange/Office 365 and share it in Salesforce, then delete it in MS Exchange/Office 365: the event will be removed from Salesforce as well (up-synced), to maintain one-to-one calendars synchronization.
  3. If you create a calendar item in MS Exchange/Office 365 and share it in Salesforce, and then the event anyhow leaves the sliding time window monitored by sync: the “Salesforce” category will be unassigned from it in MS Exchange/Office 365; no changes made to the event in MS Exchange/Office 365 will be reflected in Salesforce. This behavior is defined by the sliding time window mechanism (two weeks in the past from the present date).
  4. If you create an event in Salesforce and it gets “down-synced” to MS Exchange/Office 365, then you unassign the “Salesforce” category from it in MS Exchange/Office 365: the event will not be removed from Salesforce and the “Salesforce” category will be automatically reassigned to it on the following sync session. This behavior is defined by an events handling policy that allows deleting events from Salesforce only if they were deleted from MS Exchange/Office 365, not just unshared.
  5. If you create an event in Salesforce and it gets “down-synced” to MS Exchange/Office 365, then you delete it in MS Exchange/Office 365: the event will be deleted both from MS Exchange/Office 365 and from Salesforce, to maintain one-to-one calendars synchronization.
  6. If you create an event in Salesforce and it gets “down-synced” to MS Exchange/Office 365 and then the event anyhow leaves the sliding time window monitored by sync: it will be automatically deleted in MS Exchange/Office 365, but will remain in Salesforce. This behavior is defined by the sliding time window mechanism.
  7. If you create an event in Salesforce and it gets “down-synced” to MS Exchange/Office 365, and then you delete it in Salesforce: the event will be deleted both from MS Exchange/Office 365 and from Salesforce, to maintain the one-to-one calendars sync principle.
  8. If you create an event in Salesforce and it gets “down-synced” to MS Exchange/Office 365, then SmartCloud Connect Add-In gets deactivated: the event will remain in Salesforce but will be automatically deleted in MS Exchange/Office 365.

Note

Please note that major SmartCloud Connect updates may also result in deletion from MS Exchange/Office 365 of events which fall under the case ( 8 ); however, this only concerns events which occurred in the past. This is required by certain synchronization engine updates.

 

Private Calendar Items

Calendar items flagged as private are handled according to the following rules:

  • When a private calendar item is assigned the Salesforce category in MS Exchange/Office 365: the event is shared in Salesforce without the Private attribute
  • When a private calendar item is shared in Salesforce by clicking the Save button: the event is shared in Salesforce without the Private attribute
  • When events auto-sharing is enabled, private events are not automatically saved in Salesforce

 

Items Unsharing / Deletion Patterns

Note

In the latest SCC updates, the Global setting ServiceEventDeletionStrategy was introduced to make it possible to perform automatic deletion of calendar items from MS Exchange calendar by SCC Sync if they were deleted from Salesforce calendar by the users.

The table below summarizes the outcomes of different user actions on specific kinds of calendar items, enforced by SmartCloud Connect synchronization:

User action
Item type
If SF category is unassigned in Exchange/Office 365 If deleted in Exchange/Office 365 If moves out of the sliding time window If deleted in Salesforce
(ServiceEventDeletionStrategy disabled)
If SCC is deactivated
Appointment (no attendees) created in Exchange/Office 365 SF category gets restored Gets deleted in Salesforce SF category is removed in Exchange/Office 365 SF Category is removed in Exchange/Office 365 SF category is removed from Exchange/Office 365 master category list
Appointment (no attendees) created in Salesforce SF category gets restored Gets deleted in Salesforce Gets deleted in Exchange/Office 365 Gets deleted in Exchange/Office 365 Gets deleted in Exchange/Office 365
Meeting: Organizer in Exchange/Office 365; Owner an SCC registered user SF category gets restored Gets deleted in Salesforce SF category is removed in Exchange/Office 365 SF category is removed in Exchange/Office 365 SF category is removed from Exchange/Office 365 master category list
Meeting: External Organizer (not an SCC registered user) SF category gets restored Gets deleted in Salesforce SF category is removed in Exchange/Office 365 SF category is removed in Exchange/Office 365 SF category is removed from Exchange/Office 365 master category list
Meeting: In-org Organizer (is an SCC registered user) SF category gets restored The attendee is deleted/declined in Salesforce SF category is removed in Exchange/Office 365 SF category is removed in Exchange/Office 365 SF category is removed from Exchange/Office 365 master category list