Skip to main content

Get Support
Have a question? Let's get you an answer!

How Do I...? Troubleshooting Code & Webhooks Developer Zone

Other Help Resources
Wait, there's more! Check out these Community sourced spaces for additional resources.

Zapier Help Center Hire an Expert

Learning Resources
All of our best learning resources can be found here.

Featured Articles Show & Tell Zapier's products AI Hub Zapier Tools Hub

Share your knowledge
Give back to the Community by sharing your automation wins and helping to answer questions.

Share your success See unanswered questions User Groups

Other Learning Resources
Some of our favorite additional ways to upskill your Zapier knowledge.

Zapier Learn Zapier Blog Zapier Webinars

Product Updates
Check out what is new and upcoming with Zapier with our regular product updates.

Product Updates

Early Access Program
Want to join Early Access? Learn more here.

Best answer

Salesforce Zap changing owner to Unassigned

MavTrav

I have a pretty easy zap setup.  It reads fields from Survey Monkey then writes them to Salesforce.

Everything is working fine, except it sets the owner to group: Unassigned

Another post said that their zap was triggering the case assignment rule, so I set our assignment rule to not trigger with my account (The one the zap is using).  This did stop the case from being set to NEW, but it is still setting the owner to Unassigned.  

Anyone else experience this issue?  I was very excited to have zappier take away this manual task, but it takes just as much time to go in and change the owner back.

 

 

Best answer by MavTrav

Finally figured this out, and wanted to post so others can get some help.

 

In the Salesforce AutoAssignment rule, change “Run This Rule if the : Criteria are met” to “Run this Rule if the: Formula evaluates to true”.

Add the ISNEW() criteria to the formula.  This will only run the AutoAssignment Rule when a case is created. 

My formula that worked is:
ISPICKVAL(Status, “NEW”) && ISNEW()

 

 

View original
Did this topic help you find an answer to your question?

6 replies

SamB
Community Manager
Forum|alt.badge.img+11
  • SamBCommunity Manager
  • Community Manager
  • 7925 replies
  • March 16, 2023

Hi @MavTrav, welcome to the Community! 🙂

It doesn’t look like an owner for the case has been selected so I wonder if that’s causing the case to be set as unassigned. It could be that it’s defaulting to unassigned when no owner is set. 

Could you try setting the owner for the case by selecting the Owner ID from the previous Salesforce action in the Zap? I’m thinking that’ll help to ensure it keeps the correct case owner.

Please keep us in the loop on how that goes!

MavTrav
  • MavTravBeginner
  • Author
  • Beginner
  • 3 replies
  • March 16, 2023

I added that item, I will report back if that has resolved the issue.  Thanks for the suggestion.

MavTrav
  • MavTravBeginner
  • Author
  • Beginner
  • 3 replies
  • March 28, 2023

Unfortunately the “Owner (Assignment)” is still triggering and setting the case to Unassigned, even with Case Owner field being updated with the Zap.  Oddly these cases are closed, and my Assignment rule is only set to trigger when a case is new.
 

Testing with Case Assignment Rule disabled does resolve the issue.  For us, we only have one case assignment for new cases “Unassigned” so I am going to do some testing with the rule disabled to see if any issues arise.  Unfortunately this doesn't resolve the issue if you need an assignment rule.

ken.a
Forum|alt.badge.img+6
  • ken.aZapier Staff
  • Zapier Staff
  • 6602 replies
  • March 28, 2023

Hey there @MavTrav,

Thanks for letting us know! After further testing, please keep us posted on the results so we can continue troubleshooting the issue.

Thanks! 😊

MavTrav
  • MavTravBeginner
  • Author
  • Beginner
  • 3 replies
  • Answer
  • May 8, 2023

Finally figured this out, and wanted to post so others can get some help.

 

In the Salesforce AutoAssignment rule, change “Run This Rule if the : Criteria are met” to “Run this Rule if the: Formula evaluates to true”.

Add the ISNEW() criteria to the formula.  This will only run the AutoAssignment Rule when a case is created. 

My formula that worked is:
ISPICKVAL(Status, “NEW”) && ISNEW()

 

 

SamB
chanelle
2 people like this
  • SamB
    SamB
  • chanelle
    chanelle
SamB
Community Manager
Forum|alt.badge.img+11
  • SamBCommunity Manager
  • Community Manager
  • 7925 replies
  • May 9, 2023

YAY! That’s fantastic news, @MavTrav. Awesome work! 🙌

And thank you so much for circling back in here to share details of how you were able to solve this. It’s much appreciated! 🤗 

Reply


Terms & Conditions