Taking Ownership – Leads & Cases

Leads and Cases are special things in Salesforce.  They are transactions between your organization and the outside.  In the case of Leads, they are potential business.  In the case of Cases, they are existing customers (usually), asking for help.  Once they are moved through a defined business process they are closed.

Users who are handling Leads and Cases are usually pressured to move through them as quickly & efficiently as possible while being informative and helpful.  This means that these folks are especially grateful when you can automate away extraneous clicks.  Here is one such click-saving idea:

Create a custom Detail Page button which has the following code:

  • Cases:    /{!Case.Id}/a?newOwn={!User.Name}&save=x&retURL=%2F{!Case.Id}
  • Leads:    /{!Lead.Id}/a?newOwn={!User.Name}&save=x&retURL=%2F{!Lead.Id}

I named my buttons “Take Ownership”, but you can call them whatever you’d like.

When someone clicks the button, the owner of the record is changed to that user.

Here is a screenshot of the settings for the Case button:

Case custom button setup

Caveat: This type of URL hacking is entirely unsupported by Salesforce.  They can change URL structures at any time. They never have, but know that this is a risk.

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6 Responses to Taking Ownership – Leads & Cases

  1. Sunil says:

    This is excellent Amber !!!

  2. Joey Ho says:

    This is really good tip. Saves us from writing complex codes!

  3. Ben says:

    There also is a free app on the AppExchange that adds a custom button to take ownership of Cases: https://appexchange.salesforce.com/listingDetail?listingId=a0N30000007qNiSEAU

  4. Nazim says:

    Hi there,
    I’m having trouble with this amazing idea of yours… I followed your instructions, but when I press it, I get this error below

    Error
    The page you submitted was invalid for your session. Please click Save again to confirm your change.

    This error comes up on the screen that comes up when you normally press change user. The only difference is that it has filled in the users name

  5. It turns out the save=x functionality was deprecated. To my knowledge there is no work around or fix. 😦

  6. Pingback: Great URL Hack, Meet The Chatter Publisher Action | Wizard & Friends News

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