Service-Scary, Case Owner Changed On A Seemingly Random Subset Of Cases

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Dynamics 2015-Manual case creation, no use of queues, routing rules, etc.

Discovered today that for whatever reason, around January 5th of this year, for some reason thousands of cases had their owner changed. Going through my records, but I can't find a commonality. Doesn't seem to be a something like the same account or contact or something where one person had their cases reassigned to somebody else. This also seems to have possibly affected closed cases (shouldn't they be locked when resolved???). Any notes in those cases also have the wrong user as having created them (all the same user, not the same one who is now the owner).

At this point with no auditing available, I have little hope of tracking down what may have happened. If you have any ideas, I'd still be welcome to hear them, but I guess I'm probably most focused on trying to get the right owners reassigned.

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razdynamics 17,308 User Group Leader on at

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Hi on the 5th Jan, By any chance did you upgrade to the crm version update?

Best Wishes, Raz

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I'm starting to think somebody did some reassigning in a user account after all. Doesn't that seem like an overreach of the "Reassign Records" feature? For example, here is an example I've found repeatedly.

Joe is the owner of account ABC Company. Timmy created a service case and the account used in recording that case is ABC Company. Reassign Records is used and instead of Joe being the owner of ABC Company, now Bob owns it. Unfortunately if I go check that same service case, instead of Timmy being the case owner, Bob is.

Users also record Contact on a service case as well as Account, and I think a similar thing happened there as well.

Would a workflow with logic (change case owner to whatever created by is) work with only Active cases? Assuming Resolved cases are permanently stuck the way they are now (Owner is Bob instead of Timmy for example)?

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Morne Wolfaardt on at

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Unsupported SQL Update?

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Community Member on at

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Nothing like that Morne, thanks though! Think the blame is with Reassign Records. I just don't understand how that would reassign service/case records when that user didn't own them (yes maybe the contact or account owner in that case).

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Morne Wolfaardt on at

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without audit it is going to be difficult.. I wonder if the owner of the record is not disabled and the record reassigned.. also maybe in the relationship of the record you can set the cascading.. maybe something happened with that

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Community Member on at

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Replicated the above scenario in a test environment. If I reassign a user's records, it reassigns a service/case with them as the owner (since they are the owner of the account or contact included in the case) instead of just letting the original case creator retain ownership. Great...

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KG_CRM on at

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Is there a cascading relationship between Accounts and Cases or Contacts and Cases? I don't use these much in my company's system, but I believe they can automatically change the owner of a record when the parent record changes ownership. The child record will have the same owner as the parent. Searching for a quick article on the subject, I found http://www.magnetismsolutions.com/blog/11-06-22/Cascading_Rules_in_Microsoft_Dynamics_CRM.aspx.

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