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1,950 Points voting closed

Delivered in Spring 21

Drew Tauber

Allow standard User Lookup fields in Lightning to exclude external users

Lookups

In Lightning, when trying to change the owner of a case, we are given external users as an option to select. As far as I can find, there is no way to set a lookup filter on a standard lookup field and no way to exclude external users.

We have 2.6MM community users and it makes changing the owner of Cases very cumbersome. This issue doesn't exist in Classic.

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Latest Comment from Salesforce

Greg Rewis - 3 months ago

Just making sure that everyone saw that we implemented this in 230 - https://help.salesforce.com/articleView?id=release-notes.rn_lex_change_owner.htm&type=5&release=230
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Comments ( 23 )

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Greg Rewis - 3 months ago

Just making sure that everyone saw that we implemented this in 230 - https://help.salesforce.com/articleView?id=release-notes.rn_lex_change_owner.htm&type=5&release=230
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Kim Roberts - 4 months ago

I just don't understand this. Why are we constantly being told that LEX is more efficient when our service users have to do SO many extra clicks for simple things? It is just so frustrating!
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Shravan Reddy Kandi - 8 months ago

We could use this feature in our org too, we have to find work around to append something to external user's username and train users not to assign them as case owners.
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Stephanie Penman - 9 months ago

I agree this is very painful, I have to type my full name or my staff members full name. Lots of time wasting in lightening to get things done.
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Ginny Foran - 10 months ago

big pain point, and major oversight for those of us who use community cloud. suprising that SF has still left his unresolved.
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Andrew Hansen - 10 months ago

Why should we be moving to Lightning if there are oversights like this?
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Shweta Shanbhag - 11 months ago

This filter criteria worked for me : User: Profile: User Type EQUALS Standard
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Tawfik El-Sarrag - 11 months ago

Should be optional only.
Now I am able to put a filter on the lookup field example below. However, some objects do not have filter on the owner field like Leads.

Filter Criteria

Account Owner: User Type EQUALS Standard

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Jay Mehta - 1 year ago

This is a crazy regression in Lightning. We just went live with external ID users last week and it's been causing some havoc.

The best workaround to make this less bad internally I've found is to use a formula field that I'd already created on our User object that calculates license type (e.g. Salesforce, Platform, or External ID) as the Secondary Field in the User search layout. So when our users search, they end up getting something like this:

User-added image

We then just train them to always pick the Salesforce licensed user.

Here's the formula I used on the object (we only care about three license types, so this does the trick for us, but you can add more up to the formula limits):

IF(Profile.UserLicense.LicenseDefinitionKey="SFDC", "Salesforce",
IF(Profile.UserLicense.LicenseDefinitionKey="AUL","Platform",
IF(Profile.UserLicense.LicenseDefinitionKey="PID_External_Identity","External ID","")))

After creating the field, you can follow the instructions to modify the User object's search layout here and just move the field up to second in the order so that it shows up in the instant search: https://help.salesforce.com/articleView?id=search_lookup_config_lex.htm&type=5

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Kelby Bowden - 1 year ago

This is not very user friendly and nor does it make any sense.
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Nagesh Boppana - 1 year ago

Same issue. Does not make any sense to have community users in user look-up.
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Kelly Brown - 1 year ago

I ran into this issue today too as we're trying to make the conversion to Lightning. For us, some of our users have both standard user accounts as well as portal accounts, so differentiating between exact names is a pain. We've written a validation rule to workaround the issue, but it would be much, much better if we could filter out the names to begin with. It's very confusing for the users.

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Vaibhav Jain - 1 year ago

This is creating a lot of problems while migrating to Lightning. Sales & Client services team face issues here. This is a must feature. We don't want to see portal users coming up in user look up on Tasks/Events/Cases/Opportunities etc.
Please bring this soon. This will be a life saver.

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Helen Gunby - 1 year ago

We have a new support team starting next Monday, and unfortunately, we are very disappointed to know external users can be picked as case owners. Could you please make a system change to stop it?
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Troy Ceriello - 1 year ago

During a new go Live of Service Cloud, we were surprised (and embarrassed) when a key user could not have a case assisgned to him since he also had a Salesforce Communities external login. It took a few days for our developers to search for the solution, only to find it as an Idea.

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Drew Tauber

2 years ago

1,950 Points Delivered in Spring 21

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