How to reset User/Owner assignments for Dynamics 365

[Alldayrr]

After I updated to V18 update 2, I noticed when one of my user's call is logged, it assigns to the owner value to another CRM user incorrectly. All other users log calls correctly as their own owner. My assumption is somehow the assignment in the integration database got screwed up. Is there a way to clear the assignments and have the 3CX relink the users from 3CX to CRM? We currently link the two by adding the extension field in the CRM profile.

We also noticed that after the update, all calls are being logged even though we don't have extension filled out under the CRM user. Did the way the users are integrated with CRM change?

 

[Evolute IT]

After I updated to V18 update 2, I noticed when one of my user's call is logged, it assigns to the owner value to another CRM user incorrectly. All other users log calls correctly as their own owner. My assumption is somehow the assignment in the integration database got screwed up. Is there a way to clear the assignments and have the 3CX relink the users from 3CX to CRM? We currently link the two by adding the extension field in the CRM profile.

We also noticed that after the update, all calls are being logged even though we don't have extension filled out under the CRM user. Did the way the users are integrated with CRM change?

The assignment of the owner is now done by email instead of extension number, so you need to make sure that the extension's email address is the same as their email in Dynamics.

 

[Alldayrr]

The assignment of the owner is now done by email instead of extension number, so you need to make sure that the extension's email address is the same as their email in Dynamics.

Thanks! We double checked and the emails match on 3CX and CRM so not sure why for one user it assigns the user used to connect CRM to 3CX. For example user Jen extension 311 is assigned user CRM which doesn’t even have an extension in 3CX.

 

[edossantos]

The extension number is not used anymore, so you need to check the email address. The email configured for the 3CX extension will be searched in Dynamics users. If we get a match, then we will use that Dynamics user.

If this doesn't help, please enable verbose logs from the 3CX Console > Dashboard > Activity Log > Settings. Then make a test call to reproduce the issue, and finally check the 3cxSystemService.log file that you can download from the 3CX Console > Dashboard > Activity Log > Logs button > Instance folder.

 

[Alldayrr]

The extension number is not used anymore, so you need to check the email address. The email configured for the 3CX extension will be searched in Dynamics users. If we get a match, then we will use that Dynamics user.

If this doesn't help, please enable verbose logs from the 3CX Console > Dashboard > Activity Log > Settings. Then make a test call to reproduce the issue, and finally check the 3cxSystemService.log file that you can download from the 3CX Console > Dashboard > Activity Log > Logs button > Instance folder.

I looked in logs and all i see is that it's populating the wrong user for the call log and the user it selected is not an email listed in 3CX. That's what's weird. It's a general user that we use to connect 3CX to Dynamics. Does 3CX store the Dynamics CRM user id or does it lookup in CRM everytime a call is made?

 

[edossantos]

I looked in logs and all i see is that it's populating the wrong user for the call log and the user it selected is not an email listed in 3CX. That's what's weird. It's a general user that we use to connect 3CX to Dynamics. Does 3CX store the Dynamics CRM user id or does it lookup in CRM everytime a call is made?

When the CRM user can't be mapped, the call is logged for the user configured in 3CX (the one you use to grant access to your data).