Hello User,
If both Sales Users are in the same Business Unit (BU 3) and have Parent: Child access levels, they should have the same access to records owned by other users in BU 3 or higher BUs. If there is a discrepancy, it is likely due to one of the following reasons:
Steps to Diagnose and Resolve the Issue
A. Perform a Check Access Audit on the Case Record
Use the Check Access feature in Dynamics 365 to verify what permissions Sales User 2 has on the Case record.
1. Open the Case record that Sales User 2 cannot access.
2. Navigate to ribbon -> click on Check Access (available on the ribbon).
3. Search for Sales User 2.
4. Review the results:
If it says No access, note which privileges are missing, by doing a search with Sales User 1.
At least it will show you, using what roles Sales User 2 inheriting case permissions.
B. Compare Security Roles of Both Sales Users
Ensure that both Sales User 1 and Sales User 2 have identical security roles. Specifically:
1. Go to Settings > Security > Users.
2. Open the user profiles for Sales User 1 and Sales User 2.
3. Compare the Security Roles assigned to each user.
If Sales User 1 has additional roles, identify and examine them for privileges on the Case entity.
Key Privileges to Check:
Case: Read privilege (must be Parent: Child Business Units).
Account: Read privilege (if cascading permissions are involved).
Any custom security roles or team-level permissions.
C. Inspect Team Membership
If team-based security is in use:
1. Check if Sales User 1 is part of any team(s) with access to the Case record.
2. Go to Settings > Security > Teams.
3. Look for any Owner Teams or Access Teams that might be granting additional access.
Ensure Sales User 2 is part of the same teams if needed.
Thank you,
Amit Katariya
