Service | Customer Service, Contact Center, Fie...

Case automatically changing ownership

(0) Share

Report

Posted on by Kavish vaidya

We have facing issue from today where case is automatically changing ownership to service account. I checked one of the previous error on this forum and found something related to relationship but I can check and verify that my contact - case relationship is already as cascade none as specified.

Is there any troubleshooting we can do? I already checked and could verify that none of the flows are calling this as most of the cases (almost 99%) are resolved and there are no flows where they are triggered or anything.

All responses (4)

Answers (0)

Suggested answer

Community Member Microsoft Employee on at

Like (0)

Report
RE: Case automatically changing ownership

Hi Kavish,

We have 4 types of relationship behavior as given below.

Parental: this forces the Cascade All effect to all the individual behaviors

Referential: this forces the Cascade None effect to all the individual behaviors except Delete which is locked to Remove Link

Referential, Restrict Delete: this forces the Cascade None effect to all the individual behaviors except Delete which is locked to Restrict

Configurable Cascading: this allows you to define the individual behaviors independently

Individual Behaviors

Assign – the record owner changes

Share – the record is shared with another user

Unshare – the record is unshared with another user

Reparent – the referencing attribute of a parental relationship is changed

Delete – the record is deleted

Merge – the record is merged with another record

For Assign, Share, Unshare, and Reparent the options are:

Cascade All – the change is applied to all associated records

Cascade Active – the change is applied to all associated records that are active

Cascade User-Owned – the change is applied to all associated records owned by the user who owns the original record

Cascade None – the change is not applied to any other records

For OOB relationship of account/contact and case, behavior type is Parental, default option of Assign behavior is Cascade All, which means that all the related cases are also assigned to the new account/contact owner when you assign the account/contact.

For more details, you can refer following link:

Entity relationship behavior (Developer Guide for Dynamics 365 Customer Engagement (on-premises)) | Microsoft Docs
Suggested answer

Bipin D365 28,964 Super User 2024 Season 1 on at

Like (0)

Report

RE: Case automatically changing ownership

Hi,

If you see the definition of Parental relationship, it says any action take on parent record will take affect to child records too -

Parental

o In a parental relationship between two entities, any action taken on a record of the parent entity is also taken on any child entity records that are related to the parent entity record. if you delete a record in the parent entity, the related child entity records are also deleted; or if you share a parent entity record, the related records from the child entity are also shared. All option are disable for Parental relationship

Please mark my answer verified if i were helpful
Kavish vaidya on at

Like (0)

Report

RE: Case automatically changing ownership

Hello,

I have few questions, hopefully you could answer.

I was trying to think how relation between case and contact, case and account is affecting the owner which is entirely different

Can this cause any further repercussions.

We have these set to parental type behavior set. I am just trying to understand what changing it will do. And why it will work.
Suggested answer

Community Member Microsoft Employee on at

Like (0)

Report

RE: Case automatically changing ownership

Hi Kavish,

This is most likely due to the cascade setting of the relationship.

As you mentioned, you have checked contact, have you checked account?