Unable to disqualify a lead

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Posted on by Community Member Microsoft Employee

Sales Managers in my organization are attempting to use the "Disqualify" option in their Leads, yet when the button is clicked the lead never will drop out of their list. One of two things might occur.

1. In the leads list view, highlighting the line and choosing disqualify will immediately remove the lead from the list, and it appears the task is complete. Yet, when the page is refreshed the recently-disqualified lead shows back up on the list.

2. If they open the lead and use the disqualify button within the lead, where the save button normally appears, it is replaced with a lock symbol and the words "Read Only," which prevents them from saving the record as disqualified.

Is this a permissions issue which is preventing Sales Managers from disqualifying leads? How might this problem be resolved?

We're using Office 365, which I assume is the "Online" version. Please correct me if I am wrong.

Thanks for your help!

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Community Member Microsoft Employee on at

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RE: Unable to disqualify a lead

[quote user="TonyN"]

I would think that the workflow should fail since the record should be inactive when the workflow runs, but it looks like the workflow is actually reopening the lead to update it. If you are required to update the lead stage, I would remove the value set in the Status and add Change Status step to your workflow to update the status to Disqualified + Status Code.

[/quote]

Bingo! That's exactly what was happening. As I dug in, I found several workflows that were contributors to causing leads to be reopened for various updates. I deactivated them all and the disqualify option is now functioning properly. I'll reassess later to see if any need to be modified and reactivated to continue to perform some function.

Thanks to all for your help in solving this.
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Community Member Microsoft Employee on at

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RE: Unable to disqualify a lead

Hi Tidbits,

Have you tried changing this to a real-time workflow and then using the "Before" action and the "Record status changes" trigger. This will allow you to change those two fields before the record actually becomes disqualified and would then not reactivate itself to update those fields? You can follow these steps:

1. Deactivate the workflow

2. Click "Change to Real-time workflow process"

3. Select the "Record Status Changes"

4. Change the start when option beside "Record status changes" to "Before"

5. I always use "Execute as owner of the workflow" as it is usually an admin to avoid permissions issues

6. Save and Activate

Let us know!
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TonyN 695 on at

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RE: Unable to disqualify a lead

I would think that the workflow should fail since the record should be inactive when the workflow runs, but it looks like the workflow is actually reopening the lead to update it. If you are required to update the lead stage, I would remove the value set in the Status and add Change Status step to your workflow to update the status to Disqualified + Status Code.
Community Member Microsoft Employee on at

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RE: Unable to disqualify a lead

Shahbaaz,

Yes, there are several workflows for leads. Here is an image of the one which appears to be directing what happens when a lead is disqualified.

Within the properties, only two fields are filled in, as the images below. All other fields are blank.

This workflow is activated.
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Shahbaaz Ansari 6,203 on at

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RE: Unable to disqualify a lead

Hi Tidbits,

is there any workflow or plugin on lead?

Thanks,

Shahbaaz
Community Member Microsoft Employee on at

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RE: Unable to disqualify a lead

Aric,

Thank you. Yes, the lead shows Read Only on the bottom of the screen after clicking disqualify. The lead then initially disappears from the list, but within a minute or less without any further action by the user, the lead reappears in the list with a status of Open.

I checked the system view settings and it is set to show only opportunities with a status of "Open." I'm wondering if there is some business process that needs to be configured for once a lead is disqualified.
Aric Levin 30,188 on at

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RE: Unable to disqualify a lead

Hi Tidbits,

If they see Read Only after tthey disqualify that means that it was disqualified for them.

No need to do any further action.

The second part is, if they still see it on their list after disqualifying, then you should check the query of their "Active Leads" or whatever view they are seeing to make sure it only shows the non-disqualified leads.

Hope this helps.