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Dynamics 365 Community / Forums / Customer Service forum / Sending KBA via Email ...
Customer Service forum

Sending KBA via Email is not working

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Posted on by Seren S 402

Hello everybody,

Weird but sending the content of KB files in an e-mail functionality is not working as expected.

Normally if user belongs to the main business unit, it works and here is the screenshot.

Untitled1.png

But if user belongs any other business unit, it stops working and it is not possible to see buttons.

Untitled2.png

Any idea would appreciated.

Thanks, Seren.

Categories:
Knowledge Management
Case Management
Activities
I have the same question (0)
  • Verified answer
    Matt Collins-Jones Profile Picture
    Matt Collins-Jones 230 User Group Leader on at

    Hi Seren

    Could this be a permissions issue? i.e if the KB articles are created by someone in the root Business Unit and the permissions for KB Articles are set to a BU level. Then when someone moves to another BU, they don't have the right permissions to attach these because they aren't in the same BU as the KB article creator maybe? It's worth checking the permissions around KB Articles and knowledge management and these might need to be elevated for other Business Units.

    Thanks

    Matt

  • Suggested answer
    Seren S Profile Picture
    Seren S 402 on at

    Hi Matt,

    I appreciate your response. Actually, it was not related with the BU level because the users have the global read permission on the KB files but after your comment, I suspected about the security roles on the teams and there was another permission blocker on a team where the users belong to. After removal of security role, it has started to work again.

    Thanks again for your enlightening comment.

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