Dynamics Community Forum Thread Details

Security Restriction to Routing for OOB Customer Service Role

I have an environment where the Customer Service team sits as a parent Business Unit and all other departments are underneath, this prevents users in other departments from seeing too much data as they only need access to their departmental records. When a case is created, the user selects "Save & Route" to send it to the appropriate Department / Business Unit queue based on the data captured. Recently, the users have not successfully routed ANY records if they are going outside their BU. This includes any going to the parent BU or the other departmental BU's. This did previously work.

We have been using a custom security role for users, but when I have applied the Customer Service Security Role to the user, we still are encountering this limitation. I have modified security permissions for every item related to queues and case management in an effort to troubleshoot where the challenge is coming in. The bottom line appears to be that if the User does NOT have Organization level READ access to the Case, they can NOT route the case to another department.

Currently I have set the user's security role for the Case entity to be able to Create, Modify, Share, Assign, Append and Append To at the Organization level, but Read at the BU level, and they can NOT route the case outside of their BU. The moment I set that security role to Read Cases at the Org level, routing is successful outside of their BU.

How do I set this up so that users can route outside their BU, but not see those cases once they've been routed to the different BU?

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