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I have had a few instances in the past couple months where my running user is doing mass updates to cases which changes the status to Closed. I have no idea what's causing it or where to even being to troubleshoot. I figured I could look at job history to see if anything lines up and I do see a couple different jobs being ran during the time of the latest update, but no actual batches were processed. Any ideas on how to go about troubleshooting?

  • Does the user have Manage Cases permission? They'd have the ability to mass close cases directly in the UI without any specific logging. – sfdcfox May 3 at 18:00
  • Time-Dependent Actions (Workflow Rules or Process Builder) would be the second place I'd look. – David Reed May 3 at 18:01
  • @DavidReed - I've checked both of those and don't see anything that would time dependant to close. I'm assuming I can see the time dependant workflows via the Paused and Waiting Interviews within Flows? In which case, nothing is pending from cases – tDactyl May 3 at 18:49
  • @sfdcfox - yeah, the user is me and I'm the primary admin of the org. I'm not positive, but I have a pretty good guess this started happening when I installed a Managed Package through the AppExchange - The GotoWebinar Integration. I've reached out to their developers and they state nothing in their code would be updating cases, but conveniently enough, it happens when a Future batch is ran. – tDactyl May 3 at 18:52

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