Case ownership default

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Posted on by Community Member

Hello everyone!

The way our system is currently set up, once a case is created for an account, the owner defaults to whomever is owner of the account.

How would I go about changing the default ownership to the case creator, and not the Account owner?

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Royal King 27,686 on at

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May you have workflow that assigns the case to account owner, if that is the case deactivate the workflow that assigns case to account owner.

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Hamzeh Zawahreh 3,674 on at

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hi Pete K

you have to use workflow fired on case creation, then use the assign step to assign the owner of the case.

see this link:

http://www.powerobjects.com/2012/05/24/assign-owner-and-route-case-to-queue-using-workflow-in-dynamics-crm/

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Abed Haniyah 4,287 on at

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By defaults the Owner of the Case is the Case creator! Do you have a workflow or plugin for changing the Owner of the Case to the Account Owner?

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Community Member on at

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I haven't worked with Workflows yet, so please bear with me!

I created the workflow below, activated it, and it doesn't work. Are the parameters correct?

postimg.org/.../6clh0nmkp

We only have 2 other processes that involve Cases, but they don't appear to affect the ownership of the case. I posted them below:

postimg.org/.../sv1kavk7d

postimg.org/.../6upcui8y3

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Community Member on at

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Pete:

did you remember to Publish it.

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Community Member on at

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I did, however, it appears to be an issue with the Case subgrid on the accounts page. If I create a case from an entity that isn't the Accounts page, it assigns the case to the whomever created it. If I use the Case subgrid on the Accounts page, it assigns the case to the Account Owner

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Aileen Gusni 44,524 on at

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Pete,

Try to go Account :Case relationship then see the mapping.

Do you have owner id mapping there?

So, go to Entities (from customization), then Account then you go to Relationship, find 1:N Relationship then go to Case relationship, find the mapping there?

Thanks.

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Community Member on at

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I see one entry in the 1N relationship for Case, it reads as follows:

postimg.org/.../kvukzry1x

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Aileen Gusni 44,524 on at

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Hmm Pete,

Not that one.

You go to Mappings section.

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Community Member on at

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Does this help Aileen? This is the mapping section of the 1N relationship I posted above.

postimg.org/.../dcdzsb3vf

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