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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a33ik 84,331 Most Valuable Professional on at

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RE: User cannot resolve a case

Hello Christine,

Can you please post what roles user1 and user2 have and screenshot of "Service" tab of security roles those users have?

It could be that role doesn't provide possibility to change other than own cases and this leads to error you mentioned. If it is a case - just change privilege for editing of cases to "BU" or "Organization" and this should resolve your issue.

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Xine on at

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RE: User cannot resolve a case

Hi Andrew,

If I am looking at this correctly:

They both have the exact same user roles.

Customer Service Rep

Field Service App Access

Insights User

Project Service Automation App Access

However, I did discover that the other users are not having this problem (I thought it was widespread and it turns out it is only 1 user) Was this the sort of screenshot you mean? I have verified that "case" is green all the way across. Any other thoughts?

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TomSmelser 1,570 on at

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RE: User cannot resolve a case

Hello,

Maybe change the affected users role and save. Then change it back. Have them log out. Clear cache in browser. Then log back in.

Good luck!

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a33ik 84,331 Most Valuable Professional on at

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RE: User cannot resolve a case

Can you please provide screenshot of error and log if it is available?

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Xine on at

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RE: User cannot resolve a case

Hi again,

Yep--however, it's pretty useless.

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a33ik 84,331 Most Valuable Professional on at

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RE: User cannot resolve a case

That's weird. Can you please provide screenshot of "Core Records" tab of user's security role?

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gdas 50,091 Moderator on at

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RE: User cannot resolve a case

Hello Christine,

Are you able to resolve using system administrator role?

Try to resolve system administrator or may be if you have any other user which has CSR role.

In addition try to remove browser cache and cookies or may be different browsers.

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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.

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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

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a33ik 84,331 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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