Meetings Tracked from a Delegated Calendar Remain in a Pending State

Applies to

• Delegated calendar tracking in Riva.
• Classic Outlook for Windows.

Issue

When tracking meetings from a delegated calendar, meetings remain in a Pending state and do not synchronize to CRM.

Known Causes

The calendar owner is not configured as an active synchronizing user in the relevant Riva sync policy. Delegated calendar tracking requires the calendar owner to be actively synchronizing.

The resolution below also includes checks for the delegate’s access and the Outlook Shared Calendar Improvements setting.

Resolution

1. Verify the delegate’s access

Confirm that the user tracking meetings on behalf of the calendar owner:

• Belongs to the required Riva Active Directory (AD) groups.
• Has editable access to the calendar owner’s calendar.

2. Verify the calendar owner’s sync configuration

Confirm that the calendar owner is configured as an active synchronizing user in the relevant Riva sync policy. If the calendar owner is missing or inactive, update their configuration.

3. Disable Shared Calendar Improvements

Disable Shared Calendar Improvements in Outlook for both the delegate and the calendar owner.

For each user:

1. Open Outlook.
2. Go to File > Account Settings > Account Settings.
3. Select the Microsoft Exchange account.
4. Click Change, then More Settings.
5. Open the Advanced tab.
6. Clear the Turn on shared calendar improvements checkbox.
7. Restart Outlook.

4. Verify tracking and synchronization

After completing these checks:

1. Track a meeting from the delegated calendar and confirm that it no longer remains in a Pending state.
2. Verify that the meeting synchronizes to CRM.
3. Update the meeting and confirm that the change synchronizes to CRM.

If meetings remain in a Pending state, contact the Riva Technical Support Team. Include the delegate’s and calendar owner’s email addresses, the affected sync policy name, and details of the checks completed.