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Change in Account Owner replaces owner for Cases as well

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Posted on by Dominic CARVALHO

We have re-allocated some of our CRM accounts to a new salesperson (Account Owner). Currently, there are some Active CRM Cases for these accounts in the system which were assigned to the Support Staff (not the Account Owner). On viewing the Active Cases page after this change, all the case owners have automatically been assigned to the new salesperson thus losing visibility of which support staff was handling which case.

Why did this happen?

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Dominic CARVALHO 2 on at

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RE: Change in Account Owner replaces owner for Cases as well

Thanks Melvin & Hari for your solutions.
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Community Member Microsoft Employee on at

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RE: Change in Account Owner replaces owner for Cases as well

Yeah, set it to none.
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Hari Narayanan 589 on at

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RE: Change in Account Owner replaces owner for Cases as well

yes, exactly. you must set it to none so the cases wont be assigned to new owner.
Dominic CARVALHO 2 on at

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RE: Change in Account Owner replaces owner for Cases as well

Hi Melvin,

Thanks for your reply.

I’m new to this area and don’t want to touch configuration unless absolutely necessary. Are you saying that I need to go to the area as shown in the below screenshot and set cascading to None?
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Community Member Microsoft Employee on at

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RE: Change in Account Owner replaces owner for Cases as well

Look at the 1:N relationship from account to case, this is due to the cascade settings for assign.