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[48412] Pre-existing Planners O365 groups

Technical Support
Updated

Problem

The customer was having an issue with trying to link a pre-existing Office 365 Planner to a new PPM Express project. They observed that all available planners were grayed out and inaccessible. This problem persisted even after ensuring that the service account set up as the connector had been added to the O365 group ahead of time. The complication arose when an initial link was set up between the Planner and a different PPM Project, which was then deleted. However, PPM Express still viewed the Planner as unavailable when creating a new PPM Project, and the specific Planner in question did not even appear in the list of Planners.

Solution

  1. Verification of Requirements: It was confirmed that the Office 365 account used as a connection should:

    • Have access to all Planner groups, users, and Plans intended for synchronization.
    • Be added as a member of each Planner group to be synchronized.
    • Open all Plans that need to be synchronized at least once. (Reference Article)

  2. Planner Connections: Any unnecessary Planner connections were removed from the PPM Express tenant to streamline the process.

  3. Troubleshooting Steps Provided to the Customer:

    • Check the List of Plans: Recommended checking where the list of grayed out Planner connections was observed and requested a screenshot for better understanding.
    • Understanding Plan Linking: Clarified that Plans already linked to projects in PPM Express are grayed out since one Plan can only be linked to one project.
    • Unlinking a Plan: Explained the need to delete the project link to link a different Plan by using the "Delete project link" button.
    • Refreshing Connections: Advised to open Configure Connections section in the PPM Express project and refresh the Planner connection to see if not linked Planner Plans are still grayed out in the "Select Plan" list.

  4. Further Investigations: The FluentPro Support Team further investigated the issue and maintained communication with the customer for additional information and screenshots, which demonstrated the problem.

  5. Solution Confirmation: Eventually, a member of the customer's Systems team started working on the connector issue alongside FluentPro support, which led to the resolution. The customer confirmed that the Planner is now connected and the ticket could be closed.

  6. Closing the Ticket: After confirmation from the customer that the issue has been resolved and the Planner is now connected, the FluentPro Support Team closed the ticket. They advised the customer that they could re-open the ticket if needed or create a new one for future issues.

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