Why would a lead attach to a sequence twice?

Laura S 50

We are currently having an issue where sequences are attaching twice to lead records. This is creating duplicate tasks so one has to be closed down.

When viewing the audit history, the lead record gets assigned to one sales agent, then bounces to be assigned to a different sales agent immediately.

I'm not sure whether it's the sequencing that is causing this or a work assignment issue.

We are having multiple issues with work assignment rules not working properly and I have had to switch off a lot of the segments as leads were just hitting the default one.

Has anyone experienced this?

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Jon Ralph 5 Reputation points

2024-07-09T11:39:16.0666667+00:00

Hello, @Laura S

You're facing duplicate sequences and tasks on lead records due to conflicting work assignment rules. Leads are reassigned between sales agents, causing this issue.

Steps to Troubleshoot:

Check Sequencing Rules: Look for duplicates or conflicts. nystateofhealth

Review Assignment Rules: Ensure they don't cause improper reassignment.

Simplify Segments: Test default assignment, then re-enable segments gradually.

I hope this information will be helpful for you

Best regards

Jon ralph
Laura S 50 Reputation points

2024-07-09T12:22:35.7066667+00:00

Thank you Jon I will try that!
Kiran P 4,660 Reputation points Microsoft Vendor

2024-07-10T05:33:33.5666667+00:00

Hi Laura S,

Hope you are having a great day.

Just checking in to see if you have got a chance to see the answer posted by Jon Ralph in resolving the issue.

If you feel that your quires have been resolved, please accept the answer by clicking the "Upvote" and "Accept Answer" on the post.
Laura S 50 Reputation points

2024-07-10T13:42:30.8433333+00:00

Hi @Jon Ralph

I've done some testing and simplified the work assignment rules.

Even when a lead assigns to just one sales agent without bouncing, this issue is still happening.

Lead records are attaching to the sequence twice and therefore creating 2 activities against the record. This seems to happen sporadically though - it's not happening with every single lead but fairly frequently.

We have multiple segments all feeding into this one particular sequence too. The double assignment is happening across different segments.

Do you have any further suggestions I could look at?
Doug Harrison 10 Reputation points

2024-07-10T22:39:31.74+00:00

We are having the same problem. We have been trying for 2 weeks to resolve this issue. It seems to have no pattern and acts inconsistent for different users. We have tried making new segments, and sequences, trying different filters. Nothing has resolved this issue for us.
Laura S 50 Reputation points

2024-07-11T08:43:06.5633333+00:00

Thanks for commenting Doug. Sounds like there's a bug somewhere!
Doug Harrison 10 Reputation points

2024-07-16T19:46:28.7166667+00:00

Hello everyone,

I have spoken to support and this is an internal issue with Dynamics and how it processes the creation and updates of records. It has to do with records being updated too fast after a record is created, usually because of some automation. All it seems you can do until they fix it is try different columns as filters or delay all your automatic updates by a few moments.

Accepted answer

Kiran P 4,660 Reputation points Microsoft Vendor

2024-07-11T05:11:18.2266667+00:00

Hi Laura S,

Thank you for reaching out to us on Microsoft Q&A Forum.

Please try the below troubleshoot steps

Check the configuration of your sequences in Dynamics 365 to ensure they are set up correctly. Verify if there are any duplicate triggers or conditions that could be causing sequences to fire multiple times.

Review the segments that you have deactivated due to issues with leads hitting the default assignment. Determine if these segments can be reactivated after resolving the underlying assignment rule problems.

After making any adjustments to sequence settings or work assignment rules. Validate that sequences are firing correctly and that leads are being assigned to the appropriate sales agents without duplication.

Check the work assignment rules in Dynamics 365. Ensure that they are configured correctly and that there are no conflicts or overlaps in the rules that could lead to unexpected behavior.

If you are still facing any issue, please let us know in the comments. We are glad to help you.

If the information is helpful, please Accept Answer so that it would be helpful to community members.
Please sign in to rate this answer.
Kiran P 4,660 Reputation points Microsoft Vendor

2024-07-11T11:23:41.6366667+00:00

Hi Laura S,

Just checking in to see if you had a chance to see my previous answer. Please let me know if it was helpful and don't hesitate to reach out to us if you face any issue.

Thank you.

Laura S 50 Reputation points

2024-07-11T12:20:08.2466667+00:00

Hello - yes I did thanks. We are just working through testing and will let you know how we get on!

Kiran P 4,660 Reputation points Microsoft Vendor

2024-07-11T12:48:08.6+00:00

Hi Laura S,

Thank you for your prompt response. However, if you continue to experience any difficulties, please do not hesitate to reach out to us.

Thank you.

Doug Harrison 10 Reputation points

2024-07-11T13:19:00.34+00:00

We have been through this process for 2 weeks and it has not stopped. We get it to stop on one work assignment only for it to start on another. We have deactivated assignments, changed rules, changed filters..etc. I am beginning to believe this is a bug within Dyanimcs itself because they worked fine until about 3 weeks ago.

Kiran P 4,660 Reputation points Microsoft Vendor

2024-07-11T15:50:38.64+00:00

Hi Doug Harrison,

I have outlined some troubleshooting steps above. Please follow them accordingly.

Thank you.

Doug Harrison 10 Reputation points

2024-07-11T18:28:09.8933333+00:00

Hi @Kiran P

I have been doing various variations of those steps for 2 weeks now. We are still encountering the issue.

They worked fine for months until 3 weeks ago when the issue started to first occur without any changes being made to the sequences or work assignments.

Kiran P 4,660 Reputation points Microsoft Vendor

2024-07-12T03:07:14.5+00:00

Hi Doug Harrison,

Right now, the Interactive Labs is not available to do the exercise due to a known issue and will be available very soon. We would request you to move down the Learn path to the next module and continue your learning.

Preetam Yengkokpam 0 Reputation points

2024-07-12T19:55:12.9433333+00:00

Hello Experts,

I am also facing similar issues where leads are connected to Sequence twice and hence creating duplicate task. Our segment is very simple filter, no assignment rules.

This happens only randomly, and started during mid of June 2024. No changes on anything, it just started by itself.

Let me know if there is any issues going on.

Thank you,
Preetam

Kiran P 4,660 Reputation points Microsoft Vendor

2024-07-13T05:01:10.6766667+00:00

Hi Preetam Yengkokpam,

Thank you for your thoughtful reply.

Preetam Yengkokpam 0 Reputation points

2024-07-15T13:52:00.1766667+00:00

Hi Kiran,

Let me know if this is a known issue.

Thank you,

Preetam

Kiran P 4,660 Reputation points Microsoft Vendor

2024-07-16T03:06:09.7+00:00

Hi Preetam Yengkokpam,

"I appreciate your assistance, thank you."

Laura S 50 Reputation points

2024-07-16T08:37:40.9833333+00:00

Hi, I had a productive call with someone at MS last week.

Once a lead is ingested into our system (we use third party software Zapier), there are then some update field rules that run based on the day of the week and time of day.

The work assignment rules are based on these two fields, and so what we think is happening is that the assignment rules are clashing with the update field rules as they are trying to run at the same time. This is then causing the leads to not assign properly and bounce.

So what we have done is as follows:

deleted all rules and attached sequences from the default segment to reduce dependency on this.

Created a catch all segment that is lowest priority (just above default) - this has one assignment rule and no sequence attached. The segment definition is based on topic containing data - as this is a required attribute of a lead.

Added in a run schedule in the properties of other segments - this means any unassigned leads will be 'caught' through this. It can be setup to run twice in a 24h period.

So far these changes seem to have worked! - leads are assigning through the correct segments, and there hasn't been any double sequence attachment.

(we had previously tried to put delays on the work assignment rules but these didn't work)

We still have some work to do on the work assignment rules as we want them to allocate based on time of day and day of week. But we are looking to see if this can be done through the automation software.

Let me know if this is the case for anyone else!

Kiran P 4,660 Reputation points Microsoft Vendor

2024-07-16T09:03:46.17+00:00

Hi Laura S,

We appreciate your patience Right now; the Interactive Labs is not available to do the exercise due to a known issue and will be available very soon. We would request you to move down the Learn path to the next module and continue your learning.

Kiran P 4,660 Reputation points Microsoft Vendor

2024-07-17T03:16:54.29+00:00

Hi Doug Harrison,

This suggests that you are hopeful or optimistic that the problem or issue has been identified.
Thank you.
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