How to Populate the Owner as the CreatedBy User on Tasks

Due to recent Salesforce security updates, the user listed in the 'Created By' field for Tasks created after a Natterbox call is changing. The 'Created By' will now instead be associated with the API user rather than the user who saved the wrap-up Task. If your team relies on the 'Created By' field to reflect the user who owns or is assigned the task, you will need to follow these steps to maintain that behaviour. This change requires enabling an organisation-wide Salesforce permission and can't be included in a standard Natterbox update.

Org Wide Permission

This step will need to be completed by a user with System Administrator permissions.

Please do your own diligence before enabling this setting.

1. Navigate to Salesforce Setup.

2. Search for ‘User Interface’ in the Quick Find box.

3. Enabled the checkbox  "Set Audit Fields upon Record Creation" and "Update Records with Inactive Owners" User Permissions (this is one checkbox).

4. Click Save!

Here is the Salesforce guide with more details.

New Permission for API user

This step will also need to be completed by a user with System Administrator permissions.

1. Navigate to Salesforce Setup.

2. Search for ‘Permission Set’ in the Quick Find box.

3. Click ‘New Permission Set’.

4. Fill in the details on the permission set: ‘Label’ and ‘Description’.

5. Click Save.

6. On the next page, select ‘System Permissions’ and click ‘Edit’.

7. Scroll down until you find 'Set Audit Fields upon Record Creation' (you can use "Ctrl+F" or "Cmd+F" to search for this)

8. Click Save!

9. Now, click ‘Manage Assignments’ at the top of the page

10. Click ‘Add Assignments’

11. Search for the Natterbox API user, select the checkbox next to their name and then click ‘Next’.

12. Click Assign.

Here is the Salesforce guide with more details.

Natterbox Call Center Configuration Change

This final step needs to be completed by a Natterbox Admin.

1. Navigate to the ‘Natterbox Call Center Configuration’ from the app launcher.

2. Click ‘Edit’ next to the configuration that is assigned to the users that you want this to apply to.

3. Scroll down to the ‘Call Log’ section.

4. Click ‘New’ in that section.

   1. Select the Field: CreatedById

   2. Set the value: {LoggedInUserId}

   3. Click Update.

5. Click Save at the top.