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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Reassign a customer jo...
Customer experience | Sales, Customer Insights,...
Suggested Answer

Reassign a customer journey while it's running.

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Posted on by GRedhead 270

Does anyone know if it's possible to reassign a customer journey while it's running?

Or if there is a way to reassign and maintain all the stats and continue it under a different owner? 

I ask as since starting 3, we have then implemented security to only show the users own customer journeys so i need to reassign them now.

I have the same question (0)
  • AntonioV Profile Picture
    AntonioV 80 on at

    I haven't done this in production but I believe it is possible - just using the Assign button on the Customer Journey record.

    Journey is executed on Azure and Assign is core CRM operation so I believe it should not affect Journey stats. I've tried it on my test instance and everything remained the same (stats). No guarantees of course :)

    Hope it helps.

    BR,

    Antonio

  • GRedhead Profile Picture
    GRedhead 270 on at

    Hi Antonio,

    Unfortunately when tryign this i get the follwoing: Busienss Process Error

    Exception 'InvalidPluginExecutionException' occured: Updating of Customer Journey Runtime State is not allowed., CorrelationId: feadbbcf-4ad8-44dd-bfab-884499f0e20a

    Error code: 0x80040265

  • AntonioV Profile Picture
    AntonioV 80 on at

    That's a bummer, I apologize if I got you on a wrong track. I have a customer journey that is live (not recurring) and it works, just tried it.

    As a quick fix - did you try sharing? Maybe that will work as a temporary fix? The button next to Assign? Choose the user and tick the boxes (read, write...)

    BR, Antonio

  • Suggested answer
    Aga M Profile Picture
    Aga M Microsoft Employee on at

    Hi GRedhead,


    Thank you for the question.

    Unluckily, we do not support changing the ownership of the running journeys. Changing the owner should be disabled on the UI (currently the owner field is enabled for live journeys, but the change cannot be saved). We will disable this field for live journeys moving forward. 

    In your scenario, you can share the journey insights or its structure (using the snapshot functionality) with the right users or change the security settings in a way that users have access not only to their journeys.

    Please mark as verified if the answer is helpful.


    Best Regards,
    Aga

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