User cannot resolve a case

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Posted on by Xine

Hello-- We updated CRM to 9.0 this past weekend and are experiencing a problem.

Issue: A case cannot be resolved by anyone other than the person that created it.

For instance, a case created by user1 cannot be resolved by user2. User2 gets an error stating: "You do not have enough privileges to access the Microsoft Dynamics 365 object or perform the requested operation. For more information, contact your Microsoft Dynamics 365 administrator."

If user2 creates their own case then user2 can resolve that case, but no other user can.

This appears to be related to permissions, as of course, the Admins can close anyone's cases, but our support team can only close those that they have created.

v9 CRM Dynamics 365

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UDDHARTH 10 on at

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RE: User cannot resolve a case

Hello -- for the users who get this error, please go to the respective role you can see Queues permission would not been given, just add permit to queues then the user will be able to resolve the cases.

GOOD Luck..!

Thank you

UDDHARTH
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UDDHARTH 10 on at

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RE: User cannot resolve a case

Hello -- for the users who get this error, please go to the respective role you can see Queues permission would not been given, just add permit to queues then the user will be able to resolve the cases.

GOOD Luck..!

Thank you

UDDHARTH

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gdas 50,085 on at

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RE: User cannot resolve a case

Hi Christine,

Thanks for your clarification, seems the problem is related to particular user or may be particular security roles.

So to make sure which is causing the issue please do following.

1.To validate user problem apply system administrator role to the user who can not resolve the case and check the user is able to resolve or not.

2. To validate CSR role I would suggest assign CSR security role and remove the previously assigned role to the user which is currently able to resolve the case and test again.

By doing above steps youp may know what is causes the problem user or security roles.

Let me know.
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Xine on at

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RE: User cannot resolve a case

Hi Justin, we did that above, doesn't really say anything.

All--we went through a bunch of our users until we found one that was not Admin and that could also resolve cases. We then copied her permissions/roles to the affected users and they can now resolve cases in Chrome. They can't in Edge, but we don't use Edge for CRM, so we are going to count this case closed unless something else comes up.

Thank you for reaching out and all the ideas.

Cheers,

Christine
Justinjose 2,707 on at

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RE: User cannot resolve a case

Hi Christine T,

Can you upload the log file

Thanks

Justin Jose
Xine on at

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RE: User cannot resolve a case

Hi again Andrew,

Thanks so much for your (and everyone's) responsiveness!

I think these are the Core Records, do I have that right?
Xine on at

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RE: User cannot resolve a case

Hi Goutam,

A couple of system admins have been trying to fix it. Admins can resolve cases. General users with the roles mentioned earlier are unable to. I'm not sure what you're saying to do there. I don't want to allow the users admin roles, if that's what you mean.

We have cleared history/cache/cookies multiple times as well as logging out and in again changing roles and changing them back. We typically use Chrome, but tried with Edge and that has the same results. Definitely seems to be permission setting somewhere.
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a33ik 84,325 Most Valuable Professional on at

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RE: User cannot resolve a case

Christine,

This is like a guess - but try following - community.dynamics.com/.../269723
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Justinjose 2,707 on at

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RE: User cannot resolve a case

Hi Christine T,

It look permission issue. Can you download log file and follow below link to see which permission is missing.

www.powerobjects.com/.../access-denied-identify-fix-security-role-issue

Thanks

Justin Jose
Xine on at

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RE: User cannot resolve a case

Hi Tom,

Thanks, we tried that and had no luck. We are confirming with a couple of other people if they can resolve cases and will compare their user settings. Some of the team were not available yesterday, so maybe we will find a nugget we can work with. Also, we are confirming on all levels--i.e. if an admin opens a case, or a general user and who/which way it works or doesn't work.