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Why Account assignment cause assgnment of the Incidents for that Account to the owner of the Account RRS feed

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    Some incident records where created for an account and assigned to different users (technicians).
    For example incidentA to the userA and so on.

    account1------->incidentA-----(OwnedBy)---->userA
       \-------------->incidentB-----(OwnedBy)----->userB

    The account1 is owned by user (agent) user1.
    The assignment of account1 to the user2 causes the assignment of the incidentA and the incidentB to the user2 (another agent).

    From my point of view this is logically incorrect.

    Are there some action can I do to prevent this default system behaviour.

    Friday, September 11, 2009 1:52 PM

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    Just to add more to andriy reply,
    open incident from customization section (or account from customization section).
    go to N:1 relationship ==> double click on account_as_customer_cases relationship and in the window below select the customization behaviour to configure casading.
    Here you can change teh assign to
    cascated user -owned (which will only change/assign the incidents which are owned by user)
    or cascade -none which will not change/assign any incident.

    Cascade All Perform the action on the specified entity instance and all related entity instances.
    Cascade None Perform the action on the specified entity instance only. Do not cascade to related entity instances.
    Cascade Active Perform the action on the specified entity instance and all related entity instances that are active or open.
    Cascade User Owned Perform the action on the specified entity instance and all related entity instances that are owned by the same user as this entity.
    Friday, September 11, 2009 2:15 PM
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    Hi Vladimir,

    Andriy is correct. But just to add to his post. What you need to do is change the relationship between the account (customer) and the case. By default this relationship is "Perental". Change in the ownership of Parent changes the ownership of the child. 

    To change this behavior you would need to follow the steps below.

    Goto Settings -> 
    Customizations -> 
    Customize Entities -> 
    Double click case -> 
    Click N:1 Relationships -> 
    Look for account_as_customer_cases and double click on it. ->
    change the type of behavior to be configurable Cascading and then change the Assign behaviour from "Cascade All" to "Cascade None".

    Note that the case also has a parental relationship with contact (becasue a contact can be a customer as well). If you set contact as your customer changing the ownership of the contact would result in change in the ownership of the case again. To fix it you would need to follow the same steps as above but change the contact_as_customer_cases relationship.


    Hassan.
    Hassan Hussain | http://hassanhussain.wordpress.com/ | http://www.mscrmvirtualusergroup.com/
    Friday, September 11, 2009 2:18 PM
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    Hi.

    Change assign behaviour in relation between account and incident.
    Truth is opened the prepared mind My blog - http://a33ik.blogspot.com
    Friday, September 11, 2009 1:59 PM
    Moderator

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    Hi.

    Change assign behaviour in relation between account and incident.
    Truth is opened the prepared mind My blog - http://a33ik.blogspot.com
    Friday, September 11, 2009 1:59 PM
    Moderator
  • Question
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    Just to add more to andriy reply,
    open incident from customization section (or account from customization section).
    go to N:1 relationship ==> double click on account_as_customer_cases relationship and in the window below select the customization behaviour to configure casading.
    Here you can change teh assign to
    cascated user -owned (which will only change/assign the incidents which are owned by user)
    or cascade -none which will not change/assign any incident.

    Cascade All Perform the action on the specified entity instance and all related entity instances.
    Cascade None Perform the action on the specified entity instance only. Do not cascade to related entity instances.
    Cascade Active Perform the action on the specified entity instance and all related entity instances that are active or open.
    Cascade User Owned Perform the action on the specified entity instance and all related entity instances that are owned by the same user as this entity.
    Friday, September 11, 2009 2:15 PM
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    Hi Vladimir,

    Andriy is correct. But just to add to his post. What you need to do is change the relationship between the account (customer) and the case. By default this relationship is "Perental". Change in the ownership of Parent changes the ownership of the child. 

    To change this behavior you would need to follow the steps below.

    Goto Settings -> 
    Customizations -> 
    Customize Entities -> 
    Double click case -> 
    Click N:1 Relationships -> 
    Look for account_as_customer_cases and double click on it. ->
    change the type of behavior to be configurable Cascading and then change the Assign behaviour from "Cascade All" to "Cascade None".

    Note that the case also has a parental relationship with contact (becasue a contact can be a customer as well). If you set contact as your customer changing the ownership of the contact would result in change in the ownership of the case again. To fix it you would need to follow the same steps as above but change the contact_as_customer_cases relationship.


    Hassan.
    Hassan Hussain | http://hassanhussain.wordpress.com/ | http://www.mscrmvirtualusergroup.com/
    Friday, September 11, 2009 2:18 PM
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    Many thanks for your explanation to the cryptic (for me) but correct solution proposed by Andriy.

    Friday, September 11, 2009 2:34 PM
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    Many thanks also to Hassan has completed my question
    Friday, September 11, 2009 2:47 PM
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    Thank you


    ___________________________________________________________________________________________________________________________
    gaycamer
    Tuesday, December 22, 2009 10:54 AM