How do the Cancelation and Deletion of Appointments and Visits Work

 

 

[ This article is work-in-progress ]

 

 

Canceling or deleting Appointments and Visits in SAP Cloud for Customer or MS Exchange results in different outcomes for the calendar items in the opposite side. For example, an action of canceling/deleting an appointment in SAP Cloud for Customer causes an end result for its appointment in MS Outlook (the opposite storage).

Note

There is no difference between Cancel or Delete actions for the SSI. Both of them bring the same result in terms of the SSI synchronization

 

Calendar items canceling / deletion patterns

The table below summarizes the outcomes of different user actions on specific kinds of calendar items enforced by SSI synchronization.

 

	Delete/Cancel on SAP Cloud for Customer	Cancel on Microsoft Exchange	Out of filters
Appointment/Visit (no attendees) created in MS Exchange	Category is cleared on MS Exchange (event becomes unsynchronized)	Event is Canceled/Deleted in SAP Cloud for Customer	Category is cleared on MS Exchange (event becomes unsynchronized)
Appointment/Visit (no attendees) created in SAP Cloud for Customer	Event is deleted in MS Exchange	Event is Canceled/Deleted in SAP Cloud for Customer	Event is deleted in MS Exchange
Appointment/Visit (with attendees) for an Owner/Organizer	Category is cleared on MS Exchange (event becomes unsynchronized) Organizer must cancel it from MS Exchange side if needed	Event is Canceled/Deleted in SAP Cloud for Customer	Category is cleared on MS Exchange (event becomes unsynchronized)
Appointment/Visit (with attendees) for an Attendee	Category is cleared on MS Exchange (event becomes unsynchronized) Attendee must decline it from MS Exchange side if needed	Event is Canceled/Deleted in SAP Cloud for Customer	Category is cleared on MS Exchange (event becomes unsynchronized)
Appointment/Visit (with attendees) if Owner/Organizer changed for Owner/Organizer (Changed in SAP Cloud for Customer)	Category is cleared on MS Exchange (event becomes unsynchronized)	–	–
Appointment/Visit (with attendees) if Owner/Organizer changed for Attendee (Changed in SAP Cloud for Customer)	Category is cleared on MS Exchange (event becomes unsynchronized)	–	–

 

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Cancel or Delete feature on SAP Cloud for Customer

As Appointments and Visits in SAP Cloud for Customer can be either Canceled or Deleted, the user can customize what the action SSI sync should take.

This feature allows choosing whether Delete or Cancel an Appointment/Visit in SAP Cloud for Customer if it is canceled in MS Exchange.

 

To customize the feature:

1. Go to E-Mail Integration (1) > Groupware Settings (2) > Settings tab (3) in SAP Cloud for Customer

2. Find the Cancel Appointments/Visits in CRM instead of deletion setting under Calendar Configuration

   • Enable feature to cancel Appointments/Visits in CRM

   • Disable feature to delete Appointments/Visits in CRM