Manually Changing Record Owner

You can do it - but read this if your record is QUEUED

Last published at: 2024-08-01 08:14:42 UTC

Of course there will be situations when you are looking at a record and you just want to change the ownership to someone else. This is fine to do, although if your record is in QUEUED status, SuperRoundRobin will override your changes and continue to try either assigning it to Assignees or park it with your Queue User. Read on if this is happening to you.

  • If your record has the Use Round Robin field set to ASSIGNED or NOMATCH or FALSE or REJECTED then you can change the ownership and SuperRoundRobin won't interfere.
  • If your record has the Use Round Robin field set to QUEUED, then when you change ownership, you must also change the Use Round Robin field to FALSE. You can do this if the Use Round Robin picklist is available on the record page for editing.

What if I don't want to show the Use Round Robin picklist on my page layout?

You can create a Lightning Action that will simply update the value of the Use Round Robin field to FALSE. This will appear as a button on the top right of the record page:

Instructions for creating this button:

  • Go to Setup > Object Manager > Lead (or whichever object you are working with) > Buttons Links & Actions
  • Press the New Action button (top right)
  • Complete the New Action details as follows (the example button is named Reset SRR, but you can name it whatever you like):

  • Press Save
  • The next part you will see a Page Layout. Remove all of the fields in the layout so it is blank. 
  • Press Save. Ignore the warning about required fields. 
  • Press New in the Predefined Field Values section
  • Scroll through the picklist and select the Use Round Robin field and press Save.
  • Against Specific Value, select FALSE and press Save.
  • Now the button is created, let's add it to the Page Layout.
  • Navigate to your Page Layout and select the Mobile & Lightning Actions section, and drag your new button down to the Salesforce Mobile and Lightning Experience Actions section and press Save:

Then you are done. Refresh a Lead record to see your new button. Pressing that button will change the Use Round Robin value to FALSE, so that you can change ownership without SRR getting in your way. Remember you only need to do this if the Use Round Robin status is QUEUED - any other value and SRR will not interfere with your update.