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33Hello everyone,
We have had some problems since the last update of Microsoft in June.
To explain better what is our problem I have to tell you how our organization works.
In the sales area, my company is divided into geographical territories.
We have many managers, and each one of them has their own BU.
Every manager has an Agent, a business developer or both working for them. So, the agents/BDs have a business unit that’s controlled by the manager.
Here's a diagram of what I mean:
We have had some problems since the last update of Microsoft in June.
To explain better what is our problem I have to tell you how our organization works.
In the sales area, my company is divided into geographical territories.
We have many managers, and each one of them has their own BU.
Every manager has an Agent, a business developer or both working for them. So, the agents/BDs have a business unit that’s controlled by the manager.
Here's a diagram of what I mean:
Now, like I was saying before, in May we've done some tests on the visibility of the activities in the timeline.
- With a security role 'Agent' that has user visibility in the Read section of 'Activity';
- Knowing that the agent is the owner of the account /Mario Ltd/ (the Manager is above him in the hierarchy so the manager sees all the agents’ accounts);
- In the timeline of Mario Ltd the agent could see only his activities (emails with this account, phone calls and appointments)
- The manager could see all the agent’s work
- The agent couldn't see an activity inserted by the manager
That was great for us because we could put inside the CRM everything, not only the sales matters but also for example the legal ones. These, inserted in the timeline by the manager, mustn’t be seen by the agents.
Our CEO wants to see everything inside the CRM.
Our CEO wants to see everything inside the CRM.
And here arrives our problem, since the June update the agent can see everything if it's the owner of the account. Even if he has the 'user visibility' in his security role.
Is there a setup to reset the previous settings? Is this a bug? Please help us.
We have read all the articles related to the timeline but got nothing.
Also, yesterday we discovered another really strange thing connected to this issue. Follow me in the next lines, please.
Mario Lts's timeline:
- Manager sees:
- Phone call 1 (created by Manager)
- Phone call 2 (created by Manager)
- Phone call 3 (created by Agent and assigned to Manager)
- Phone call 4 (created by Agent and assigned to Manager)
- Appointment (created by Agent)
- Agents sees:
- Phone call 1 (created by Manager)
- Phone call 2 (created by Manager)
- Appointment (created by Agent)
All phone calls have the manager as owner.
So now our questions also are:
- Why does the Agent see the phone call 1 and 2 if the owner is the manager?
- Why doesn't he see also phone call 3 and 4 if the owner is still the manager and he sees the first two ones?
We hope this is a bug that will be solved quickly because right now the agents can have access to sensitive files. If not, what could it be?
Thank you in advance.
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