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Allow only the owners of cases with a specific entitlement to view them

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Posted on by UC-30040223-0

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Hello everyone. I would like to ask for your help as I want to configure Dynamics 365 Customer Service so that when cases are created for a specific entitlement, these cases can only be viewed by the owner of that case. In my Dynamics environment, all of us who have access are administrators, but I would like those cases containing confidential information and belonging to that entitlement to only be viewable by the owners, whereas in all other cases, any user can see all their own cases and those of others. How could I achieve this?

Thank you

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Dengliang Li Microsoft Employee on at

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Allow only the owners of cases with a specific entitlement to view them

Hi,

I'm afraid that's not possible.

Access to records in Dynamics is controlled based on access levels.

Different access levels determine which case records can be accessed.

If users in the owner's business unit have Business Unit level access to the case entity or if users in the parent business unit have Parent: Child Business Unit level access to the case entity, then they can access the specific case record.

Users with organization-level access to the case entity can also access the specific case record.

Best Regards,
Dengliang Li

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