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How Oracle CRM On Demand Desktop Sets the Owner of an Activity

This topic describes how Oracle CRM On Demand Desktop sets the owner of an activity, for an appointment or a task.

How Oracle CRM On Demand Desktop Sets the Owner of an Appointment

Oracle CRM On Demand Desktop sets the owner of an appointment according to the record ownership mode of the activity type, as follows:

The Record Ownership Mode is Set to Owner Mode

In this case, Oracle CRM On Demand Desktop sets the OwnerId field of an appointment according to the following priority:

1. Oracle CRM On Demand Desktop resolves the email address of the native Microsoft Outlook appointment to an Oracle CRM On Demand user. If Oracle CRM On Demand Desktop finds a user record that contains this address, then it sets the meeting organizer of the Microsoft Outlook Calendar event as the owner.
2. If Oracle CRM On Demand Desktop does not find a user that contains this address, then it compares this address with addresses from email accounts in the Microsoft Outlook profile. If it finds a match, then it returns the user from the user object. This situation can occur if the email address that is set for the current user is not the same as the account address in the native Microsoft Outlook record for this user.
3. If Oracle CRM On Demand Desktop does not find a match among the email accounts in the Microsoft Outlook profile, then no user is found. In this situation, Oracle CRM On Demand Desktop sets the owner to the value in the Current User. For more information, see How Oracle CRM On Demand Assigns the Meeting Organizer If The Organizer Is Not an Oracle CRM On Demand User.

The Record Ownership Mode is Set to Book Mode

In this case, Oracle CRM On Demand Desktop sets the BookId field of an appointment according to the following priority:

1. Oracle CRM On Demand Desktop extracts the default book for the activity type from the picklist containing the default books for each record type and sets this selected book as the appointment's book.
2. If no default book for the activity type is specified in the picklist, then Oracle CRM On Demand Desktop extracts the default book for the user from the corresponding picklist and sets this selected book as the appointment's book.
3. If no default book for the user is specified in the picklist, then the user is prompted to select the book for the appointment.

The Record Ownership Mode is Set to Mixed mode

In this case, Oracle CRM On Demand Desktop sets either the BookId or OwnerId field of an appointment according to the following priority:

1. Oracle CRM On Demand Desktop extracts the default book for an activity type from the picklist containing the default books for each record types and sets this selected book as the appointment's book.
2. If no default book for the activity type is specified in the picklist, then Oracle CRM On Demand Desktop attempts to populate the OwnerId field, using the same algorithm as The Record Ownership Mode is Set to Owner Mode.

How Oracle CRM On Demand Assigns the Meeting Organizer

An Oracle CRM On Demand user is a user who is registered to use Oracle CRM On Demand Desktop or Oracle CRM On Demand. The meeting organizer is the user who creates the meeting. If a user creates a meeting, then Oracle CRM On Demand does the following:

• If the meeting organizer is an Oracle CRM On Demand user, then Oracle CRM On Demand sets the value in the Owner field of the activity to the following value:

  Meeting Organizer

• If the meeting organizer is not an Oracle CRM On Demand user, then Oracle CRM On Demand sets the value in the Owner field of the activity to Current User.

How Oracle CRM On Demand Assigns the Meeting Organizer If The Organizer Is Not an Oracle CRM On Demand User

Oracle CRM On Demand requires the following:

• Every activity must include an owner, if the activity uses owner-only record ownership mode.
• An Oracle CRM On Demand user record must exist for this owner.

Assume an Oracle CRM On Demand user creates an appointment in Microsoft Outlook. In this situation, a user record exists for this user, so Oracle CRM On Demand Desktop sets this user as the owner and then synchronizes this appointment with the Oracle CRM On Demand server.

A user record does not exist in the following situations:

• Assume user A in your organization is not an Oracle CRM On Demand user. This user creates a meeting and then invites another user in your organization (who is an Oracle CRM On Demand user) to this meeting. An Oracle CRM On Demand user record does not exist for User A, and this user cannot own an Oracle CRM On Demand record.
• A contact who is external to your company creates a meeting. An Oracle CRM On Demand contact cannot own a meeting.

To create the meeting in this situation, Oracle CRM On Demand must first determine the owner for this activity. To avoid duplication errors and access conflicts between users for this meeting, Oracle CRM On Demand does the following:

1. Creates a meeting.
2. Assigns the Current User as the owner of this meeting.

How Oracle CRM On Demand Desktop Sets the Owner of a Task

This topic describes how Oracle CRM On Demand Desktop sets the owner for a task for different ownership modes.

How Oracle CRM On Demand Desktop Prefills with a Default Book

Throughout this topic, the phrase prefills with default book refers to the following logic performed by Oracle CRM On Demand Desktop:

1. Oracle CRM On Demand Desktop extracts the book selected by the user for an Activity type in the Record set tab on the Control Panel.
2. If the book selected in the Record Set tab cannot contain data, than Oracle CRM On Demand Desktop extracts the default book for the Activity type specified on the Oracle CRM On Demand server, and sets this selected book as the appointment's book.
3. If no default book for Activity type is specified on the Oracle CRM On Demand server, then Oracle CRM On Demand Desktop extracts the default book for the user specified on the Oracle CRM On Demand server and sets this selected book as the appointment's book.
4. If no default book for the user is specified on the Oracle CRM On Demand server, than the user is prompted to select the book for the appointment.

How Oracle CRM On Demand Desktop Sets the Owner of a Task for Mixed Mode

If mixed mode is selected, then Oracle CRM On Demand Desktop checks the settings specified on Record Set tab on Control Panel and uses the following logic:

• The logic pertaining to Team and Owner mode if you have selected the All records where I am owner or on the team setting.
• The logic pertaining to Book mode if you have selected the All records in a book or the All records in my default book settings.

corresponds to when either the Owner and Team ownership mode or Book ownership mode is selected. For each of the following items, the logic if Book mode is selected is described. The following list provides the details of how Oracle CRM On Demand Desktop sets the owner for a task.

How Oracle CRM On Demand Desktop Sets the Owner of a Task for Owner and Team Ownership Mode or Book Mode

The following list describes how Oracle CRM On Demand Desktop sets the owner of a task for Owner and Team ownership mode or for Book ownership mode:

• If a user creates a shared task that is shared only with the user and:
  • If the Owner and Team ownership mode is selected, then Oracle CRM On Demand Desktop resolves the user as the owner of the Oracle CRM On Demand activity.
  • If Book ownership mode is selected, then Oracle CRM On Demand Desktop associates the task creator with the activity team but does not make the creator a primary team member, and so there is no owner. Oracle CRM On Demand Desktop also prefills the activity with the default book.
• If a user creates a task that is shared and delegated, and if the user keeps a copy of the tasks in the user mailbox, then Oracle CRM On Demand Desktop creates an activity and sets the owner according to the following rules:
  • If the user delegates the task only to another user, then Oracle CRM On Demand Desktop does the following:
    • Creates an activity in Microsoft Outlook for the user.

      NOTE:  In this case, Oracle CRM On Demand Desktop specifies this user as an association with the user's team.

    • If the Owner and Team ownership mode is selected, then Oracle CRM On Demand Desktop sets the first user in the To line as the owner.
      
      If Book ownership mode is selected, then Oracle CRM On Demand Desktop associates the creator and the user with the activity team but does not make either of them primary team member, and so there is no owner. Oracle CRM On Demand Desktop also prefills the activity with the default book.
  • If the user delegates the task of a shared contact to a mixture of shared, unshared, or native Microsoft Outlook contacts, then Oracle CRM On Demand Desktop does the following:
    • Creates the activity.
    • If the Owner and Team ownership mode is selected, then Oracle CRM On Demand Desktop sets the user as the owner.
      
      If Book ownership mode is selected, then Oracle CRM On Demand Desktop associates the creator with the activity team but does not make the creator a primary team member, and so there is no owner. Oracle CRM On Demand Desktop also prefills the activity with the default book.
    • Associates all shared contacts that it resolved from email addresses in the task To line. It makes these associations in the Contacts list.
  • If the user delegates the task to shared contacts and users, then Oracle CRM On Demand Desktop does the following:
    • If the Owner and Team ownership mode is selected, then Oracle CRM On Demand Desktop sets the first user in the To line as the owner.
      
      If Book ownership mode is selected, then Oracle CRM On Demand Desktop associates all users in To line with the activity team but does not make any of them primary team member, and so there is no owner. Oracle CRM On Demand Desktop also prefills the activity with the default book.
    • Associates the creator with the activity team.
    • Associates contacts with the Contacts list.
    • If the Owner and Team ownership mode is selected, then Oracle CRM On Demand Desktop does not create associations with other users.

      If the Owner and Team ownership mode is selected, then this configuration helps to avoid having two similar activities for the same user:

    • For each assigned user who accepts the task, Oracle CRM On Demand Desktop creates an activity with this user, sets the owner, and associates the task creator to the user's team. Oracle CRM On Demand Desktop does not create any other associations.
    • The activity that Oracle CRM On Demand Desktop creates in Microsoft Outlook for the first user in the task To line is the same as the activity that it creates in Microsoft Outlook for the task creator.
  • If the user delegates the task to an external contact, and:
    • If the Owner and Team ownership mode is selected, then Oracle CRM On Demand Desktop creates an activity and sets the creator as the owner.
    • If Book ownership mode is selected, then Oracle CRM On Demand Desktop associates the creator with the activity team but does not make the creator a primary team member, and so there is no owner. Oracle CRM On Demand Desktop also prefills the activity with the default book.
• If a user receives and shares a task, and:
  • If the Owner and Team ownership mode is selected, then Oracle CRM On Demand Desktop creates the activity, sets the user who received the task as the owner and adds the user who sent the task to the user's team as a nonprimary member.
  • If Book ownership mode is selected, then Oracle CRM On Demand Desktop associates the creator and the user who sent the task with the activity team but does not make either of them primary team members, and so there is no owner. Oracle CRM On Demand Desktop also prefills the activity with the default book.
• If a user changes the book on a task to a book that is different from the one selected on the Record Set tab on the Control Panel, and if it is a book that is synchronized between Oracle CRM On Demand Desktop and Oracle CRM On Demand, then Oracle CRM On Demand Desktop deletes the activity corresponding to the Microsoft Outlook task, but does not delete the task itself.

Ownership Modes of Oracle CRM On Demand Desktop

You can apply the following ownership modes to the record types with owner and book-based visibility:

• User Only mode. In User only mode, the owner is required for the record type. In this case, Oracle CRM On Demand Desktop disregards the Record Set settings from the Synchronization Control Panel. Other users can be added as team members.
• Book Only mode. In Book only mode, the book is required for the record type. In Oracle CRM On Demand Desktop, records can be associated only with those books that can contain data that is configured in Oracle CRM On Demand.
• Mixed mode. In Mixed mode, neither the owner nor the book is specified for the record type. You can set the owner-based or book-based visibility options on the Record Set tab of the Synchronization Control panel.