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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?
This question is related to the following Learning Module
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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
Thank you Jon I will try that!
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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?
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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.
Thanks for commenting Doug. Sounds like there's a bug somewhere!
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.
Hello - yes I did thanks. We are just working through testing and will let you know how we get on!
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.
Hi Doug Harrison,
I have outlined some troubleshooting steps above. Please follow them accordingly.
Thank you.
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.
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.