Skip to main content

Notifications

Finance | Project Operations, Human Resources, ...
Suggested answer

what privileges are required to see cases and case cateogries?

(0) ShareShare
ReportReport
Posted on by 1,550

Hi,

I added the following privileges to a custom role, but I still can't see case category hierarchy  and open cases:
pastedimage1675550190167v1.png

category here is empty, but it's not empty with sys admin role

pastedimage1675550305494v3.png


Also grid here appears empty
pastedimage1675550280424v2.png

  • Suggested answer
    Mohit Rampal Profile Picture
    Mohit Rampal 12,554 Super User 2024 Season 1 on at
    RE: what privileges are required to see cases and case cateogries?

    Hi Junior AX, I tried creating a new custom role and was able to replicate your issue (No data in All cases and Case category form). I am able to access data in both these forms by following below points.

    1. Added Custom role in in Organization Administration-->Setup-->Cases-->Case category type security form
    2. Added below Privileges in Custom Role in Security Configuration form and published changes
    • CaseDetailMainMaintain
    • CaseDetailMainMaintainExtension
    • HcmCaseDetailMainMaintainExtension
    • CaseCategorySetupMaintain

    Try adding missing privileges for All cases

  • Suggested answer
    André Arnaud de Calavon Profile Picture
    André Arnaud de Cal... 291,996 Super User 2025 Season 1 on at
    RE: what privileges are required to see cases and case cateogries?

    Hi Junior AX,

    For the case category types, there is additional setup involved. You need to add security roles to each Case category on the form Case category type security (Organization administration > Setup > Cases). Without this setup, a normal business user will not see the contents.

    The All cases list page is also dependent on the role assignment on the form Case category type security.

  • junior AX Profile Picture
    junior AX 1,550 on at
    RE: what privileges are required to see cases and case cateogries?

    Hi Mohit,

    This allowed me to see case categories but All cases form is still empty..any idea?

  • Suggested answer
    Mohit Rampal Profile Picture
    Mohit Rampal 12,554 Super User 2024 Season 1 on at
    RE: what privileges are required to see cases and case cateogries?

    Hi Junior AX, Please add your Custom Role in Organization Administration-->Setup-->Cases-->Case category type security form

    And test your custom role.

    Hope it will resolve your issue. Please mark this answer Verified if it helps you.

  • junior AX Profile Picture
    junior AX 1,550 on at
    RE: what privileges are required to see cases and case cateogries?

    Hi Mohit,

    I tried adding maintain my open cases with no luck (btw my open cases is already included in one of the privileges I mentioned above).

    I want to be able to view all cases and not just my cases.

    So it seems there is sth extra that needs adding to be able to see all cases and case categories so can you please help?

  • Suggested answer
    Mohit Rampal Profile Picture
    Mohit Rampal 12,554 Super User 2024 Season 1 on at
    RE: what privileges are required to see cases and case cateogries?

    Hi, I can see case categories records after adding Security privileges CaseCategorySetupMaintain and smmCaseCategorySetupMaintain in a custom role

    Since custom role can't even access Cases Records, have you checked Security Diagnostics using System Administrator account in All cases form (Under Options in Tab)? You will find privileges like 'View my open cases' etc .

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

Announcing Our 2025 Season 1 Super Users!

A new season of Super Users has arrived, and we are so grateful for the daily…

Vahid Ghafarpour – Community Spotlight

We are excited to recognize Vahid Ghafarpour as our February 2025 Community…

Congratulations to the January Top 10 leaders!

Check out the January community rock stars...

Leaderboard

#1
André Arnaud de Calavon Profile Picture

André Arnaud de Cal... 291,996 Super User 2025 Season 1

#2
Martin Dráb Profile Picture

Martin Dráb 230,853 Most Valuable Professional

#3
nmaenpaa Profile Picture

nmaenpaa 101,156

Leaderboard

Product updates

Dynamics 365 release plans