CRM Offline New Activity Error – “Record Is Unavailable”


For Microsoft Dynamics CRM 2011 organizations (Online or On-Premise) that were upgraded from CRM 4.0 – if your CRM Users receive the following error message when creating/saving a new CRM activity (Appointment, Task, Phone Call, etc.) while using the Microsoft CRM for Outlook Client in Offline mode:

The requested record was not found or you do not have sufficient permissions to view it.  If you are offline, the record was not taken offline.  Update your local data groups to include this record and resynchronize.

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The cause of this issue is that after the CRM upgrade – the new Queues option “Automatically move records to the owner’s default queue when a record is created or assigned” is checked for the CRM Activity Types.  However, the default CRM Outlook Offline Synchronization Filter data groups/rules don’t have the owner’s default queue defined for Offline usage.

My recommendation is to update each of the CRM Activity Types’ (Appointment, Email, Task, etc.) customization and UN-check the “Automatically move records to the owner’s default queue when a record is created or assigned” setting:

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The alternative option is to add a new offline filter rule to include the owner’s default queue.

Note: A new baseline Microsoft CRM 2011 organization’s (Online or On-Premise) “Automatically move records to the owner’s default queue when a record is created or assigned” setting is UN-check.

Frank Lee, Microsoft CRM MVP since 2006

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About Microsoft Dynamics CRM Online

Microsoft Dynamics CRM and CRM Online specialist. Microsoft CRM MVP since 2006
This entry was posted in CRM 2011, CRM On Premise, CRM Online, Customization, Microsoft CRM, Microsoft CRM Outlook Client, Microsoft Dynamics CRM, MS CRM, MS CRM 4.0, ms crm 5.0, Offline, Outlook Client, Synchronization Filter, Upgrade and tagged , . Bookmark the permalink.

One Response to CRM Offline New Activity Error – “Record Is Unavailable”

  1. Scott Brown says:

    I’m on an On-Prem deployment of CRM 2011. Anytime I go to create an appointment it throws back an error on save “The requested record was not found or you do not have sufficient permissions to view it.”. It will create the appointment in outlook but not track the appointment as a closed activity once it is complete (nor does it show up in activities on future appointments). Other activities work just fine but the appts give me error messages (I can’t track appointments from Outlook either) Please help!!

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