Conflict Resolutions for Appointments and Visits and Auto-Resolving Rules¶
Server Sync component features a conflict resolution strategy for Appointments and Visits. This logic may have two outcomes and can be configured in Global Settings (for configuring, please contact SAP support). Conflict resolution strategy is used for choosing what storage (C4C or Exchange/Google) has the most relevant information to be selected and applied to both storages during synchronization. Such cases occur if updates (by a user) have been introduced to both storages (C4C and Exchange/Google) before the sync session and if objects are not yet synced (not paired), but already exist in Outlook and C4C during the sync session.
Case with simultaneous updates¶
Appointment Test Appt was synced to C4C. As a result, we have a synchronized pair in both MS Outlook and SAP Cloud for Customers storages.
MS Outlook:
SAP Cloud for Customers:
Some changes are made to SAP Cloud for Customers Appointment and to MS Outlook Appointment in a time gap before the sync session.
MS Outlook(Changes made to Description):
SAP Cloud for Customers (Changes made to Start/End Dates):
The next sync session will detect the changes, and the sync engine should decide how to proceed further in this case. The conflict resolution strategy is developed for such cases to pick the “overriding” storage due to the raised conflict. By default, Outlook overrides, and all field information will be taken from there to be applied to both storages (C4C and Outlook).
Case with not yet synced objects (not paired):¶
A conflict occurs if, during the sync session, the sync engine detects the same objects on opposite storages (Outlook and C4C); the pairing of such objects is performed to make further valid synchronization in case of further updates between them.
Conflict resolution strategy, in this case, is triggered. Not yet synced objects case may happen if a user creates an event in Outlook, saves it via the Add-In, and then additionally creates it with a + (plus) button via Add-in directly in C4C. The suggested way to sync events is to use the “Save this item” button in the Add-in or simply apply a category in Outlook.
Important
Using the + (plus) button after the event is saved or a category is applied is not recommended