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Restricting access to a queue

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Posted on by TedW

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Hi,

I have got 2 queues created for 2 separate teams who are in the same business unit.

I want each team to only be able to access their own queue. How do I go about doing that? Both queues are currently public, but I tried making one private and then getting a team member from the other team to access it and they still could.

Thanks a lot

Ted

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Community Member on at

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Hi TedW,

Private queues are a great way to organize cases, but do not restrict access to the records they contain. If your organization handles sensitive data and needs to restrict access to queue items or fields, explore the different options given in Dynamics 365 security model.

Security model (Developer Guide for Dynamics 365 Customer Engagement) | Microsoft Docs

Regards,

Leah Ju

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TedW 479 on at

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Hi Leah,

Thanks for your suggesti, I have been through that link already and wasnt able to resolve it.

Ted

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Akanksha Srivastava 100 on at

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Hi Ted

You can check if the read privilege on Queue entity is set at user level or BU level? I think if the permissions are at user level, they shouldn't be able to see other private queues if they are not member of that queue.

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dian74 2,477 Most Valuable Professional on at

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Hi Ted,

Queues are kind of limited, which is why I usually use teams instead. This way you can assign the record to a team and the members of that team will be able to view the records assigned to that team. (The team will need to have it own security role allowing access to the records owned by the team).

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