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Assigning ownership

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Posted on by Prayusha

My Root BU has 3 BUs: Sales, Marketing and Service

Marketing has User Ben

Service has Users: Alan and Connie. There is nothing more than this.

Alan and Connie have Case Assign privileges at user level. Alan assigns a case he owns, to Ben and then to Connie.

So this means, When Alan was the owner of the case record, he could assign it to Ben. Which made Ben the new owner of the record now. My question is: When Ben becomes the new owner of the record, how could Alan still assign that record to Connie. When Ben and Alan belong to two different BUs. Because User access level means one can do an action on a record only if the user/team owns that record or is shared to user/team.

I hope I could elucidate this clearly. Any help ?

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diegompc 798 on at

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RE: Assigning ownership

Hi Prayusha!!

Root BU - Alan

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(Another option [Supervisor BU - Alan])

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Marketing BU - Ben Service BU - Connie

Regards!!
Prayusha 57 on at

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RE: Assigning ownership

Hello, Thank You for your reply, but the setting is as default set to No.
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Mihir@CRM 4,036 on at

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RE: Assigning ownership

Hi,

One possible reason could be the setting for re-assigned records

Go to Administration > System Settings and on the General Tab see the setting for "Set whether reassigned records are shared with the original owner" is it true? By default it is "false"

If true than the record ownership is shared with original owner.