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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Getting the error when...
Microsoft Dynamics CRM (Archived)

Getting the error when we create the Case

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Posted on by Abhicharan 35

 When i tried to create the Incident I am getting the below error. With the System System administrator role i can able to create the incident. When i tried with Custom security role I am not able to create the Incident. I gave organisation level access to all the Service level permissions. Please find the below error details and do the needful.

Unhandled Exception: System.ServiceModel.FaultException`1[[Microsoft.Xrm.Sdk.OrganizationServiceFault, Microsoft.Xrm.Sdk, Version=8.0.0.0, Culture=neutral, PublicKeyToken=31bf3856ad364e35]]: You don't have appropriate permissions to apply Servie Level Agreement (SLA) to this case record.Detail:
<OrganizationServiceFault xmlns:i="www.w3.org/.../XMLSchema-instance" xmlns="schemas.microsoft.com/.../Contracts">
<ActivityId>b52983c2-3106-4fa4-b588-e41710a66818</ActivityId>
<ErrorCode>-2147135486</ErrorCode>
<ErrorDetails xmlns:d2p1="schemas.datacontract.org/.../System.Collections.Generic" />
<Message>You don't have appropriate permissions to apply Servie Level Agreement (SLA) to this case record.</Message>
<Timestamp>2018-12-19T22:05:45.6377549Z</Timestamp>
<ExceptionRetriable>false</ExceptionRetriable>
<ExceptionSource i:nil="true" />
<InnerFault i:nil="true" />
<OriginalException i:nil="true" />
<TraceText>

[Microsoft.Crm.Service.ObjectModel: Microsoft.Crm.Service.ObjectModel.CasePreCreatePlugin]
[599729e0-4ccd-472b-8133-ddec4eb1452d: CasePreCreatePlugin]


</TraceText>
</OrganizationServiceFault>

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  • RaviKashyap Profile Picture
    RaviKashyap 55,410 on at
    RE: Getting the error when we create the Case

    Yes, if it is working role. Sorry I can't think of anything else to identify the missing permission :(

  • Abhicharan Profile Picture
    Abhicharan 35 on at
    RE: Getting the error when we create the Case

    If it is the case I have to compare with System Administrator role. because the other role we are using is system administrator.

  • RaviKashyap Profile Picture
    RaviKashyap 55,410 on at
    RE: Getting the error when we create the Case

    Hi Abhicharan,

    I am not sure what exact permission is required :(

    Did you compare the working & non working security role to see differences?

  • Abhicharan Profile Picture
    Abhicharan 35 on at
    RE: Getting the error when we create the Case

    Hello Ravi...

    I gave all the permissions at organisation level under Service management tab. Still it is throwing the same error.

    I think there is a problem with process(workflow) permissions. Because there is a workflow to send the invitation to customer to register to the portal also not working.

    Could you please help me on the process level permissions (though I maintained all the process level permission, If there is any other permissions)

  • RaviKashyap Profile Picture
    RaviKashyap 55,410 on at
    RE: Getting the error when we create the Case

    Can you check permission on service management tab on both working & not working role and see the difference. Try giving the missing permission and see it works.

    I would start with 'Update Holiday Schedule' permission.

  • Abhicharan Profile Picture
    Abhicharan 35 on at
    RE: Getting the error when we create the Case

    Hello,

    Kindly share your suggestions to resolve this issue... Need help .... urgent

  • Abhicharan Profile Picture
    Abhicharan 35 on at
    RE: Getting the error when we create the Case

    Hello Ambar,

    All 3 of them had the organization level permissions.

  • gupta.ambar2009@gmail.com Profile Picture
    gupta.ambar2009@gma... 797 on at
    RE: Getting the error when we create the Case

    Give Organization permission  in below entity and check

    1- SLA KPI    

    2- SLA KPI instance

    3- Queue

  • Abhicharan Profile Picture
    Abhicharan 35 on at
    RE: Getting the error when we create the Case

    I think there is no problem with the SLA, because if it is working fine when we create the case as a system administrator.

  • gupta.ambar2009@gmail.com Profile Picture
    gupta.ambar2009@gma... 797 on at
    RE: Getting the error when we create the Case

    Please cross check your SLA -

    1- Deactivate the SLA and try to create Case .

    2- if its working then check the  issue in SLA

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