Audience: Customer administrators, facility managers, Spacewell support and consultants
Content
Learning Objectives
After reading this article, you’ll be able to:
- Analyse some basic reservation sync scenarios to check where things go wrong
- Verify why room mapping was disabled
- Check why room mailbox is not available or room list does not appear in room mapping
Start here when a reservation does not appear, a room cannot be mapped or you receive a failure notification.
Quick checks
Symptom |
Likely cause |
What to do |
A change has not appeared in the other system yet |
Normal processing time (up to about 3 minutes), or a change made within 30 seconds of creating the reservation |
Wait a few minutes; do not repeat the change. Nightly reconciliation (available for Exchange) corrects missed updates. Still wrong the next day: contact support. |
Reservation created in Asset far ahead is not in Exchange |
BookingWindowInDays in Exchange is shorter than the reservation period in Asset |
Customer IT: align BookingWindowInDays in the Exchange room settings with the reservation period in Asset (see Configure Microsoft Exchange and Azure (customer IT), chapter "2.1. Align room reservation settings with Workplace") |
Recurring series not synchronized |
No end date, more than 180 occurrences (Asset limit; Max Occurrences in Sync Settings), or "day 31" used |
Organizer: recreate the series with an end date / fewer occurrences / "last day of the month". |
Recurring series declined by the room |
One or more occurrences conflict and ConflictPercentageAllowed is 0% |
Check the conflicting occurrences;ncustomer IT: review ConflictPercentageAllowed in the Exchange room settings (see Configure Microsoft Exchange and Azure (customer IT), chapter "2.1. Align room reservation settings with Workplace") |
Reservation declined by the room |
Room not available (other reservation, or regime/working hours in Exchange or Asset) |
Align regimes and working hours: in Asset (Spacewell consultant, partner or customer administrator) and in the Exchange room settings (customer IT). |
Workplace shows the organizer’s name instead of the subject |
Room mailbox removes subjects (default) |
Customer IT: set DeleteSubject and AddOrganizerToSubject to False in the Exchange room settings (Set-CalendarProcessing, see Configure Microsoft Exchange and Azure (customer IT), chapter "2.1. Align room reservation settings with Workplace") |
Private meeting from Workplace is not private in Outlook |
RemovePrivateProperty is True (default) |
Customer IT: set RemovePrivateProperty to False in the Exchange room settings (Set-CalendarProcessing, see Configure Microsoft Exchange and Azure (customer IT), chapter "2.1. Align room reservation settings with Workplace") |
Reservation from Outlook not visible in Workplace |
Organizer is an external address, the meeting is "delegated", the room is not mapped or the mapping is disabled |
Check the organizer. Ask your Spacewell consultant to check the mapping status. See below. |
Forwarded attendee missing in Workplace |
Forwarding does not add participants (Microsoft limitation) |
Add the person as attendee and send an update. |
User received a cancellation e-mail |
Conflict resolution kept an earlier reservation for the same room and time |
Expected behavior. See Conflicts & Reconciliation for Microsoft Exchange |
Room name or capacity differs |
Master data is not synchronized |
Update the room in Asset as well (Spacewell consultant, partner or customer administrator). |
A room mapping is disabled
The Integration Platform disables a mapping automatically when it can no longer synchronize reliably with the mailbox (see Room Mapping & mapping health). If failure notifications are configured in the Integration Platform (Sync Settings), administrators will receive an e-mail about this.
Read the failure notification and note the room mailbox and Asset reservable.
Customer IT: check that the mailbox still exists in Exchange and is still the right mailbox for the room.
Spacewell consultant or partner: check the Asset event logs for details of the failing request.
Spacewell consultant: check that the Integration Platform app still has access to the mailbox.
Customer IT: check whether the Microsoft Entra client secret has expired or been replaced.
Customer IT: check that the Microsoft Graph permissions are still in place and admin consent is still granted.
Customer IT: if an application access policy is used, check that the room mailbox is still in the security group.
Fix the cause. Then ask your Spacewell consultant to re-enable or recreate the mapping.
Info
For the period where the room mapping was disabled, no notifications are picked up. So some data loss is to be expected.
A room mailbox cannot be selected for mapping
Check that the Exchange resource is a room mailbox and that you select the right one. Also check that:
the mailbox has not been deleted or replaced;
the e-mail address used in the mapping is still valid;
the app can access the mailbox;
the room is a member of the intended room list.
A room list does not appear
After creating a room list or changing its members with PowerShell, it can take 24 to 48 hours before it is visible through Microsoft Graph and in the Integration Platform. If it is still missing after that, check that:
it was created as a room list (-RoomList), not as a distribution list, shared mailbox or security group;
the room list is visible;
the room mailbox is a member of the room list;
the app registration and Graph permissions are correct.
Google: a room does not synchronize
Check that the delegate user has Make changes to events on that room’s calendar. A missing or incorrect delegate can make synchronization for that room fail partly or completely. See Configure Google Workspace (customer IT) | 7. Share every room calendar with the delegate user
Where to find more information
Asset: Calendar integration button bar > Event Logs and Debugging. See Settings configured in the Integration Platform
Integration Platform (Spacewell consultant): Logs (export up to 7 days, within the last 90 days).
Reconciliation report e-mail: see Conflicts & Reconciliation for Microsoft Exchange