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I have a process that sets the owner of an account (and its subsidiary records) to the owner of a sales territory. 99% of the time, it works perfectly.
But I have a few records where no matter what I do: run the process, change the owner field in the record and try to save, or use the Assign button, the system won't change.
Sometimes, it tells me it can't change because of a duplicate record (which I can't find, even when looking at all active and inactive records in the database), but usually it produces is a nondescript General Failure error message.
I've even had our SQL administrator look into the back end of the database to see if he can spot the duplicates to no avail.
For the record: I have system administrator role with full rights, so it shouldn't be a permissions issue.
Has anyone else had an issue like this? How did you resolve it?
First, when you fail to assign records, please go to Settings > System Jobs, according to the corresponding job, see if there is any information about the reason for the failure.
Please check if there is any JS event registered on “OnChange” event of owner or any JS triggering “AddOnChange” event for owner.
Alse, check if there is any plugin registered on "Assign" message.
Could you provide a screenshoot of the General Failure error message?
You may have cascading rules on 1:N relationships from the account, which will case the owner change to the child entities. If you have these on entities with a lot of records (e.g. activities or notes), the overall assign (which runs as one transaction) can timeout, which is consistent with the error you see.
It sounds like you have CRM OnPremise, so I'd suggest you enable tracing, which should record a more useful error in the trace log
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