Changed Owner (Assignment)

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  • Updated 2 years ago
Hello Community, 

We are facing an odd behaviour with our SalesForce Jira Cloud Connector. 

When we manually 'Pull' the associated Jira issue, from within the SalesForce ticket: 

The Case Owner field is changing, and the case gets back to the default queue (which is set by the existing SalesForce Case Assignment Rule). 

The change is recorded in the Case History as follows: 


Did anyone experience that and can assist? Ideally, we want the Case Owner to remain intact while using 'Pull'. 

Thank you. 
Photo of Ido Greenbaum

Ido Greenbaum

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Posted 2 years ago

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Photo of Adrien Low

Adrien Low, Alum

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Hello Ido,


To ensure that the Case Owner remain intact, you can try the following:-
  1. Go to Setup > Case/Lead Assignment Rules
  2. Choose the active Assignment Rule
  3. Add a new Rule
  4. In step 1 set Sort Order set to 1
  5. In step 2 set Field to “Current User: Username”, Operator “equals”, Value set to the user used to authorize the connection to Salesforce
  6. In step 3 check the checkbox “Do Not Reassign Owner”
  7. Click Save

Regards,
Adrien
(Edited)
Photo of Ido Greenbaum

Ido Greenbaum

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Thank you very much. 
It worked perfectly. 

P.S - might worth adding this in the Troubleshooting section of the Knowledge Base: 
https://docs.servicerocket.com/display/CCSFJIRA/Knowledge+Base
Photo of Adrien Low

Adrien Low, Alum

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Hello Ido,

Glad to hear that. Thank you for your suggestion.

Regards,
Adrien