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How to Resolve the Salesforce User Deactivation Error Caused by Active Case Assignment or Escalation Rules

Veröffentlichungsdatum: Jun 14, 2026
Beschreibung

When attempting to deactivate a Salesforce user, you may receive the following error message:

"You cannot deactivate this user. You cannot deactivate a user who is receiving cases or notifications as part of your case assignment/escalation rules. Click here to view your case assignment / escalation rules."

This error occurs because the user is still referenced in one or more active or inactive Case Assignment Rules or Escalation Rules. Salesforce prevents deactivation to protect routing integrity — if the user is listed as an assignee or notification recipient in any rule, the platform blocks the action.

Common scenario: A user is referenced in an Escalation Rule's Escalation Action (under "Assign To" or "Notify") within an inactive or active rule entry. Unlike Assignment Rules — where the "Assign To" field is visible at the rule level — Escalation Rules require you to click into each Rule Entry to view the Escalation Action details.

Lösung

To resolve this error and successfully deactivate the user in Salesforce, follow these steps:

Step 1 – Check Case Assignment Rules

  1. Go to Setup > Case Assignment Rules.
  2. Open each rule and review the "Assign To" column for each Rule Entry.
  3. If the user is listed, replace them with an active user or a queue.
  4. Click Save.

Step 2 – Check Escalation Rules

  1. Go to Setup > Escalation Rules.
  2. Open each rule, then click Edit for each Rule Entry.
  3. In the Escalation Action section, check both the "Assign To" and "Notify" columns.
  4. Replace the user in "Auto-reassign cases to" and/or "Notify This User" with an active user.
  5. Click Save.

Step 3 – Use Metadata API (Advanced Option)

If the issue persists after checking rules through the UI, use a Metadata API tool such as Salesforce Extensions for Visual Studio Code to search for references to the user's ID across all metadata.

Step 4 – Deactivate the User

Once all references to the user are removed from Assignment and Escalation Rules, return to Setup > Users, open the user record, and uncheck the Active checkbox to deactivate.

Nummer des Knowledge-Artikels

000383178

 
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Salesforce Help | Article