11-29-2016 11:48 PM
Imagine the following situation of Act in a single server, no sync, multi-user environment:
1) User A on computer A goes to record Y, opens the history tab. History is shown.
2) User B on computer B goes to record Y, opens the history tab. History is shown.
3) User B edits history item nr 1 in record Y. Clicks OK, sees his edit saved.
4) User A edits history item nr 1 in record Y. Clicks OK, sees HIS edit saved, but in doing so overwrites any edit made by user B.
Tell me, is it really THAT dificult to program in a quick refresh of the history item right before you show it for editting?
Same thing happens with activities:
1) User A is on his own record, on the activity tab. Has a meeting with user B today.
2) User B is on his own record, on the activity tab, has a meeting with user A today.
3) Both users have their meeting, get back to their workstation.
4) User A clears the activity, types his meeting notes in the history generated for the activity.
5) User B clears the activity, overwriting everything user A typed.
Could someone please explain to me why this isn't fixed yet?
11-30-2016 11:05 AM
In my case, It is very unusual that two or more users are working on the same record...
Thank you for sharing the results of these tests...
This may be fixed in the Act! 2017 version.
12-02-2016 04:17 AM
Thanks for bringing this to our attention. We've been testing this behavior and have come to the following conclusions:
When a history record is opened, it would make sense for Act to re-query SQL for the history record. Currently upon opening a history record, It is likely that Act is reading the history record from the cache that is built when the contact record is first opened (for the preview pane). Ideally, a re-query would happen even in this scenario to avoid data loss.
This has been logged as defect D-05221 to start an internal discussion on the intended behavior and improvements that could be made.
Please can you provide some more info about this scenario?
Here are the outcomes of our testing in Act! v18.2, using the steps you provided:
If you are experiencing behavior different to this on v18.2, please let us know. Some further troubleshooting would need to take place.
12-05-2016 06:21 AM
After asking around with users scenario 2 was apparantly somewhat different than I first described.
- User A & B both have a meeting together.
- They have their meeting, get back to their desk.
- User A clears the activity leaving notes blank. Then heads to the generated history item to add notes and starts typing his notes.
- User B gets to his desk a few minutes later and clears the activity and enters his notes while user A is still editing the generated history item.
- User A gets a few phone calls, takes a lot longer than user B to enter their notes. User B as finished typing his notes in the clear history dialog window and presses OK.
- User A, who was editting in the history window finishes and saves, overwriting user B's notes. (also works the other way around with the user editting in the clear history dialog finishing last).
This same problem would probably also exist if 2 users edit the same history item with the 2nd user starting after the first but before the first has finished.
Probably the only way to prevent that is some way of record locking so users can't edit the same item at the same time.
12-05-2016 06:39 AM
12-05-2016 11:05 PM
12-14-2016 08:24 AM
One of my chief complaints with Act at my current company is that it is a great tool for allowing all users to access a centralized contact database, but it is hard to maintain a centralized control over what they do. Sure, you can set a policy and standards, but then you have to pray that people follow them.
Even worse is that each users end user experience is largely dependent on the end user. This has pluses an minuses, but the one area where it clearly falls behind for larger organizations is the Smart tasks. If you want to formalize a Business Process in Act via smart tasks, you have to create the smart task for each user, which is not the case in some other systems I work in. My personal view is that without business process automation, all you really have is a fancy rolodex. It's the bridge to cross between Contact Management Software and Customer Relationship Management Software.
12-15-2016 03:52 AM
Hi there, when it comes to Smart Tasks I've always found the most effective way to handle them is to have an administrator set them up on a PC (or server) that is left permanently switched on. In this way there is one user responsible for Smart Tasks so it becomes much easier to identify any problems that have occurred, and you know where to go to fix them.
Of course it does depend on the nature of the Smart Tasks you are creating as to whether that will be the most effective setup for you specifically. Can you give me an indication of the kind of tasks that you are setting up?
12-15-2016 06:13 AM
That is how I do it, but if you have a smart task that needs to be user specific (like if it depends on who the record creator/record manager is), you have to create one for each possible scenario, whereas it should have a variable option that is simply the field. Or you have to know who the record manager will be ahead of time. Let's say you were getting a new contact from a webform, and wanted to let the person it is being assigned to that they had a new contact, and to schedule a follow up call, it would be better to have something like:
When ([Record manager] changes values
AND [Source] = Company Website )
Create new activity (type = call) in one day AND
Send e-mail to [Record Creator:e-mail]