Salesforce Error When Deactivating a User That is the Default Owner of Cases or Automation

To deactivate the user, first reassign any default ownership or automation assignments to another active user, then return to the User Detail page to complete deactivation.

Step 1 — Reassign Default Case Owner and Automated Case User

Navigate to Support Settings:

• Salesforce Classic: Setup > Customize > Cases > Support Settings
• Lightning Experience: Gear icon > Setup > Feature Settings > Service > Support Settings

Change the "Default Case Owner" and "Automated Case User" to another active user as needed.

Step 2 — Return to User Detail to Deactivate

Return to the User Detail page and deactivate the user by deselecting the Active checkbox.

Step 3 — Check Default Workflow User (if needed)

If deactivation is still not possible, check and adjust the Default Workflow User in Process Automation Settings.

Cases

The following case-related assignments may also block deactivation:

• Auto-Response Rules
• Assignment Rules
• Default Case Creator
• Automated Case Owner

Leads

The following lead-related assignments may also block deactivation:

• Web-to-Lead Default Creator
• Lead Process
• Assignment Rules
• Auto-Response Rules

Workflows and Approvals

The following workflow and approval assignments may also block deactivation:

• Record Owner
• Task Assigned to the User
• Email Sent to the User
• In an Approval Process, Approver, or Delegated Approver role
• Default Workflow User

Temporarily Freeze the User Account

If it is not immediately possible to deactivate the user, the administrator can freeze the user's account as a temporary measure. Freezing suspends the user's access without requiring all reassignments to be completed immediately.
See Freeze or Unfreeze User Accounts documentation for more information.

Note: When the error appears, a link is provided directly to the location in Setup where the designation change can be made. Currently, not all links work correctly in Lightning Experience. Switch to Salesforce Classic as needed.