cases assignment via process builder

Question

Dear All,

I created a process that assigns a case owner automatically depending of the type and subtype fields. The problem is once assigned, I can t reassign the case to someone else manually. I am sure that I am missing something.

Could someone help me?

Thanks in advance

Anil Vaddadi · Accepted Answer

hi Amin

It seems your process is getting called everytime there is an update and it meets the criteria

just try checking the box to make sure only it executes the actions only when specified changes are made to the record

let me know if this helps..

this will make sure if you change any other field values after this , it will not execute the process builder to assign the owner..

hi Amin It seems your process is getting called everytime there is an update and it meets the criteria just try checking the box to make sure only it executes the actions only when specified changes a

Ankush Agarwal · Answer

Hi Amin,   As per my undertsanding, The problem here is when you manually change the Case Owner and save the record. Again Process Builder will get execute and change back to the user as per Process builder logic.   You might need to create a custom field on Case Object as  ChangeOwner  as checkbox. Then you can include this in criteria, if this  ChangeOwner  is true then do no perform Action by Process Builder.   User will have to select ChangeOwner whenever user wants to change case owner.   Hope this will help.

cases assignment via process builder

Data Management

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