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Sharing a Case to another user isn't sharing the contact details

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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.

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Case Management

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RaviKashyap 55,410 Moderator on at

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Hi,

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

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Dynamics365 Rocker 7,755 on at

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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.

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Johnny Gong 6,482 Moderator on at

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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.

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

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Community Member on at

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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 ?

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Arun Vinoth 11,615 Moderator on at

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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.

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RaviKashyap 55,410 Moderator on at

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Hi ShellyCode,

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

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