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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Lead ownership when cr...
Customer experience | Sales, Customer Insights,...
Answered

Lead ownership when creating from outlook to CRM

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Posted on by ekmode8483 71

Hello All,

We have CRM online integrated with Dynamics 365 App for Outlook. When we Add lead from outlook, we can see leads getting created in Leads entity but the ownership of record is

getting assigned to random system user (Ex #CDSReportService-GBR etc) instead of user who is creating that lead and when we check modified by then it shows "system".

Note: User is active with roles and license attached and we do not have any workflow.

         We had a queue and rule setup - but it is disabled now

Could anyone share some points/S.O.P on how to remove above error.

Thank you in advance.

I have the same question (0)
  • Suggested answer
    Bipin D365 Profile Picture
    Bipin D365 28,985 Moderator on at

    Hi,

    Check if created by field is populated correctly

    If yes then create workflow to assign lead to created by used on create of Lead

  • Verified answer
    Steve Zhao2 Profile Picture
    Steve Zhao2 Microsoft Employee on at

    Hi ekmode8483,

    I tested this on my side. The record created from D365 for outlook app would set the created user as owner and the Modified by should also be the created user.

    So, there should be some setting changed this. You could add the Owner field on your 'Lead quick create form' to check.

    Please check that did you create any Assignment rule:

    pastedimage1667552634103v1.png

  • ekmode8483 Profile Picture
    ekmode8483 71 on at

    Hi,

    Thank you, I did turn off Assignment rule and it is working fine.

  • ekmode8483 Profile Picture
    ekmode8483 71 on at

    Hi,

    Thank you for your reply. Do not apply any workflow since it is OOB feature.

    To resolve this kindly turn off Assignment rule and it will work perfectly.

  • Goloknath Profile Picture
    Goloknath 1,909 User Group Leader on at

    Hi ekmode8483,

    Yes, Assignment rule is the culprit and I agree don't customize unnecessary as long as it's really not necessary which will defeat the purpose of buying COTS product and additional technical overhead :)

    Cheers!

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