Case item on other’s Outlook does not reflect the latest changes made

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Case item on my Outlook does not reflect the latest changes made by a user on his/her Outlook.

You and other technicians cannot see the latest changes on a case item which was being edited/saved by another user from his/her Outlook. This could be due to many reasons.

1. The Case items reside on the Exchange server and depending on the network connectivity and policy, it may take a bit of time before Outlook and Exchange sync the data. If you had already opened that particular case item in your Outlook (which was being edited/saved by another user), close that case item inspector window and re-open it again. Because of the sync delay, it is important to understand that changes made by a user on a case or any Exchange item may not be immediately reflected to other clients. In most situations, Outlook is smart enough to perform the sync periodically or on demand (such as upon receiving update instruction from Exchange etc).

2. Exchange Server latency and connection issues – If users are still able to connect to the Exchange server, but they encounter huge latencies, it is recommended that Exchange admin checks the application/system log, undergoes performance analysis on the server and determine if the issue is from a client-side configuration or performance issue or a server-side issue. For more, here is a MSDN aricle – How To Troubleshoot Microsoft Exchange Server Latency or Connection Issues

3. Experiment between Cached Exchange Mode and Online Mode in Outlook – that is, if your Outlook was configured to use ‘Cached Exchange Mode’ (under Outlook > File > Account Settings > Account Settings > [Your Account] > Change… > More Settings… > Advanced Tab), disable it (so that it uses an Online mode connection to the Exchange server). And vice versa.

Screenshot 1: Outlook Configured with Online Mode connection to Exchange. In this mode, Outlook uses information directly from the server, and, as the name implies, it requires a connection. Mailbox data is only cached in memory and never written to disk.

Screenshot 2: Outlook Configured with Exchange Cached Mode connection to Exchange. In this mode, your Outlook works from a local copy of a user’s Microsoft Exchange mailbox that is stored in an offline data file (.ost file) on the your computer, together with the Offline Address Book (OAB). The cached mailbox and OAB are updated periodically from the Exchange Server computer.

Microsoft recommends the ‘Cached Exchange mode’ for most users. However, you should decide which connectivity mode, Cached Exchange Mode or Online Mode, is appropriate for your environment. Here is a MSDN article that you should refer to understand the differences and advantages of both modes – Choose between Cached Exchange Mode and Online Mode for Outlook 2013