With version 1.629 a new default behavior (setting) was introduced that updates the record owner of related inquiries to remain the same as the Contact Record Owner if the latter is changed. These rules apply for this default behavior (read further below how to turn this off):
- The Owner of all Inquiries (pba__Request__c) related to Contact is also changed to the new Contact Owner, when Request and the Contact Owner are the same person:
So, when there are 5 enquiries related to one contact and 4 of them are assigned to user A as well as user A being the contact owner, all 4 enquiries will also be changed to a new record owner B upon change of contact ownership.
The 5th enquiry, that perhaps was owned by another agent X than the contact owner will remain with that other agent X.
- When Inquiry and Contact Owner are NOT the same person, the Record Owner of the Request will NOT change.
Record owner changes run asynchronously, so not every owner change happens right away. You may need to wait a few minutes to see the changed owner.
You will be notified via email should an owner change fail.
Turning Off This Behavior
If you prefer not using this behavior, you may add a setting to your Propertybase environment to deactivate updating the inquiry owner along with contact ownership changes. The setting you need:
|Name & Key||Value|
To turn the behavior back on, you can uncomment the setting by putting a # in front of name and key or by deleting it or set it to "true".
What does this mean for Lead Assignment (Lead Routing): When Inquiry and Contact Owner are NOT the same person, the Record Owner of the Request/Enquiry will NOT change. That means, if you have re-inquiries, you may need a separate update/lead routing to ensure that a new inquiry for an existing contact is assigned to the right agent.