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Dynamics 365 Community / Forums / Customer Service forum / Sharing a Case to anot...
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Sharing a Case to another user isn't sharing the contact details

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Posted on by Community Member Microsoft Employee

Hello,

I'm sharing a case with another user but he is unable to see the contact details ie the email and phone.

So I discovered the cascading behaviour rules and looked at Case which has 3 relationships to Contact.

Only one of these relationships is editable and is currently set to Parental.

The Share option is actually already set to 'Cascade All'.
Surely when I share a case, the associated contact should also be shared... ?    But it's not.

Can anyone explain this ?

Gracias, many thanks to you.

Categories:
Case Management
  • Verified answer
    RaviKashyap Profile Picture
    RaviKashyap 55,410 on at
    RE: Sharing a Case to another user isn't sharing the contact details

    Hi ShellyCode,

    Yes, share both case and contact with the user and see if it helps.

  • Verified answer
    Arun Vinoth Profile Picture
    Arun Vinoth 11,613 on at
    RE: Sharing a Case to another user isn't sharing the contact details

    Email address & phone are fields within a record, sharing is all about Records (object based security model).

    Sharing has nothing to do with field visibility, unless you have field security profiles enabled.

    When case is shared, all the related SLA, activities, etc will be shared based on relationship behavior. Contact can be mapped in customer lookup or primary contact lookup. Is that the issue?

    Basically master data like account or contact has to be Org owned to avoid duplicates.

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Sharing a Case to another user isn't sharing the contact details

    Hello Ravi, the user sees the case but no email address or phone.

    Should the case and the contact be shared separately ?  ie 2 share two records ?

  • Johnny Gong Profile Picture
    Johnny Gong 6,482 on at
    RE: Sharing a Case to another user isn't sharing the contact details

    Hi ShellyCodes,

    The mentioned 'Case which has 3 relationships to Contact.' which display that the contact is the primary entity. For example, when you set 'Cascade All' under 'Delete' behavior , the cases could be automatically deleted when you delete their contact.

    4300.33.PNG

    You could refer to this article for more details on customization and configuration on Relationships.

    https://neilparkhurst.com/2017/06/06/mb2-716-microsoft-dynamics-365-customization-and-configuration-relatioships/ 

    Hope it would help.

    Regards

    Johnny

  • Verified answer
    Dynamics365 Rocker Profile Picture
    Dynamics365 Rocker 7,755 on at
    RE: Sharing a Case to another user isn't sharing the contact details

    Cascading behavior works from parent to child not vice versa.

    Contact is parent of case that's why it is not getting share when you are sharing case.

  • RaviKashyap Profile Picture
    RaviKashyap 55,410 on at
    RE: Sharing a Case to another user isn't sharing the contact details

    Hi,

    Which contact details are you referring. Can you share a screenshot (after sharing) what information is not visibl?

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