Record Is Displayed Multiple Times In a Play After Being Actioned

Overview

You may encounter an issue that a record within a Play is presented for you multiple times during a day after you have already actioned it, while all of the records enrolled into a Play should be presented before showing again the records that were touched.

Solution

This issue may happen due to the configuration of the custom sort for records within a Play (e.g., sort by created date based on certain criteria, such as 'stage = new'). As records from CRM to Playbooks are synced once every 12 hours, they will be displayed in the sort again.

Note: when we talk about sync we are talking about 2 sync processes:

1) Sync from Playbooks to CRM

Anytime a Playbooks user updates the records in Playbooks either by completing an action or updating fields in Playbooks UI it will sync back to the CRM instantly

2) Sync from CRM to Playbooks

There is an automatic sync happening once every 12 hrs.

Please sync the affected record manually to resolve this issue by clicking on the ellipsis button next to the record name and selecting Sync.