Applies to Product – Microsoft Dataverse
What’s happening?
A background process is reassigning contact ownership to a specific user without clear identification of the triggering source. This issue affects multiple users, primarily in sales roles, leading to loss of visibility and control over their contact records.
Reason:
This is related to a custom plugin that is executing a cascade assignment process, which has been confirmed through audit log analysis. The audit logs indicated that the changes were not triggered by any user action or standard workflows, but rather by an ongoing asynchronous job.
Resolution:
- Review Plugins and Workflows: Conduct a comprehensive review of all plugins and workflows related to the Contact entity to identify any that may be responsible for the reassignment. Confirm that no plugins or workflows are triggering the reassignment.
- Audit Log Analysis: Analyze the audit logs to track changes to the ownership of the Contact entity. Review ownership change logs to identify the user or process responsible for the reassignment.
- System Job Review: Check the system jobs in Dynamics 365 for any background processes involving the Contact entity. Confirm that no relevant system jobs are running that could be causing the reassignment.
- Integration and Custom Code Check: Investigate any potential integrations or custom code running external to Dynamics 365. Review integration logs and custom API calls for evidence of ownership changes.
- Monitor and Replicate the Issue: Collaborate with the client to monitor and replicate the issue in real-time. Enable trace logs in the environment to capture detailed information on background processes during the reassignment of Contacts.
- Reassign Ownership: Once the job completes, reassign the record ownership back to the original owning team as needed.