Applies to Product - Dynamics 365 Business Central
What’s happening?
When an agent receives a call from a recognized customer (contact), the active Conversation record is only editable if the Contact is owned by the current user (agent). If the Contact is owned by another user within the same Business Unit, the Conversation form is read-only. This issue does not occur when the customer is not recognized, and it works correctly with the system admin role.
Reason:
The underlying cause is related to the privileges assigned to the agent on the contact entity, which restricts editing capabilities based on contact ownership.
Resolution:
- Check the agent's privileges on the contact entity.
- Open the relevant role and verify the privileges on the contact entity.
- Review documentation on security roles and privilege depths: Microsoft Learn