Lead or Case Ownership Changed Automatically in Salesforce

To investigate unexpected ownership changes on Lead or Case records, check the following areas in your Salesforce org:

1. Check Assignment Rules

Assignment Rules automatically reassign record ownership based on criteria you define. If an assignment rule matches a Lead or Case, Salesforce reassigns the record to the rule's designated owner. If no rule matches, Salesforce assigns the record to the default owner configured in Lead Settings or Support Settings.

To locate Assignment Rules:

In Salesforce Classic:

• Setup | Customize | Leads | Lead Assignment Rules
• Setup | Customize | Cases | Case Assignment Rules

In Lightning Experience:

• Setup | Home | Feature Settings | Marketing | Lead Assignment Rules
• Setup | Home | Feature Settings | Service | Case Assignment Rules

To locate the Default Owner:

In Salesforce Classic:

• Setup | Customize | Leads | Lead Settings
• Setup | Customize | Cases | Support Settings

In Lightning Experience:

• Setup | Home | Feature Settings | Marketing | Lead Settings
• Setup | Home | Feature Settings | Service | Support Settings

2. Check for Automation

Lead and Case ownership can also be changed by automation triggered when a record is created or updated, including:

• Flows (including Screen Flows and Auto-launched Flows)
• Apex Triggers
• Workflow Rules
• Processes created in Process Builder

Review active automations for actions that change the Owner field on Lead or Case records.

3. Check Third-Party AppExchange Applications

Some AppExchange applications operate under a default user account. Any changes made by the app appear in the record history as changes made by this default user, even when that user is not manually logged in. To verify, check the Login History for the default user account. If that user is logging in through a third-party app, the app may be responsible for the ownership change.