Case default owner is overriding specified case owner

Question

We have third party form builder tool called Wufoo that creates records on a custom object when a form is submitted. If certain criteria applies, we trigger a case creation and specify who the case owner is.

However, after the Case is created and assigned. Salesforce will auto-assign the Case to the "Default Owner" found in Build > Customize > Cases> Support Settings.

As you can see below the correct owner is assigned, but Salesforce will reassign the record:

To try debugging the issue, I created a case manually and Salesforce will not override the owner.

Does anyone have any suggestions for how I can assign my Case a new owner without Default Owner overriding this?

Answer 1

When creating cases from a trigger, you can specify DMLOptions to prevent the assignment rules from firing. Something like this:

trigger X on Y (after insert) {
    Case[] cases = new Case[0];
    for(Y record: Trigger.new) {
         if(someCondition) {
             cases.add(new Case(...));
         }
    }
    Database.DMLOptions options = new Database.DMLOptions();
    options.assignmentRuleHeader.useDefaultRule = false;
    cases.setOptions(options);
    insert cases;
}

I haven't personally used DMLOptions before, so you may need to tweak this answer a bit.

Answer 2

Try the following:

1. Write a Case assignment rule that executes first - criteria = if case originated from WuFoo.
2. Assign to any active user
3. Check the box 'do not reassign owner'

see for example - https://developer.salesforce.com/forums/ForumsMain?id=906F00000008zGWIAY

Answer 3

I had the same issue recently; and this is how it works for me:

• Leave the default owner in the support setting.

• Create an assignement rule that affect your cases to another specific user,unlike the default one (for example a system admin)

• Fire your trigger CaseBeforeUpdate,with a criteria based on the last owner which is the one assigned by the assignement rule.

Answer 4

Sforce-Auto-Assign: FALSE add it in header while making a call to salesforce. Please refer