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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Routing email from a q...
Customer experience | Sales, Customer Insights,...
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Routing email from a queue to a user is erroring - "Access is Denied"

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Posted on by Matt Se 2
Hi, a user is trying to route an email from a queue to a user/team.
 
They are getting an error /Access is Denied/, does anyone know what access needs to be added to the security role to allow this?
 
 
  • Matty S Profile Picture
    Matty S 88 on at
    Routing email from a queue to a user is erroring - "Access is Denied"
    Hi Leah, some additional information. It is working in Preprod but not working in Prod. The security roles are exactly the same but I'm not sure how what could be causing the problem.
  • Leah Ju Profile Picture
    Leah Ju Microsoft Employee on at
    Routing email from a queue to a user is erroring - "Access is Denied"
    Hi Partner,
    The error is a generic error that simply indicates that the operator is missing a certain permission, but there are too many entities in the design to be able to identify which one it is
    1.When you route the email to one user, the email will be changed owner.
    --This involves various permissions on the activity entity as well as the user entity.
    2.You have select 'Yes' option under 'Also remove the item(s) from the Queue'.
    --This involves permissions on the queue and on the queue item entity.
    Maybe you can click 'show details' link in the dialog, then you may see more details.
     

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