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Insufficient Permission on Reactivating Case

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Posted on by Vishwarath

Hello Guys,

Can anyone suggest me which permission are required for Reactivating the case.

Error

Thanks in Advance

Categories:

Customization / Solutions / SDK and API

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ADPerkin 4 on at

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Insufficient Permission on Reactivating Case

If anyone is unsing D365 Customer Service in cloud and has just encountered this issue in last week - post Ignite updates, which are a precurser for Wave 1 2024 - then this might help.

We couldn't reactivate cases in a system that a week ago worked.

Solution - use method described by Coty above (Thankyou) -

Spoiler incase anyone has similar issue is that we had to add read privileges to prv_tour, prv_icebreakerconfig . Not sure what those are but we had new dependedncies on Tour last week for first time when exporting and importing our solution - so presume new stuff...

We added above roles which are in Custom Entities list to the team privilege and all happy.

It may help someone
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Coty 87 on at

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RE: Insufficient Permission on Reactivating Case

Ok, so this is how you can figure out the solution. I'm using Google Chrome.

EDIT: You need to have developer tools open first (F12), and then try to reactivate the case for the error to show up.

You get this cryptic error message when you download the log file, mine was: Error_Message_0x80040220

1. Hit F12 to open developer tools.

2. Click the Console tab.

3. look for an error in this list. This is what mine looked like if you can see it, it is a 403.

4. Click the link in the error.

5. This will take you to the network tab where there should be a red error, click this to open the error message and expand the message:

This error should tell you what entity you need to grant access to.

Thanks,

Coty
Coty 87 on at

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RE: Insufficient Permission on Reactivating Case

Not sure how this is an accepted answer, this is a custom entity for you, others won't have it. (like me)
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Priyesh 7,392 User Group Leader on at

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RE: Insufficient Permission on Reactivating Case

Hi,

It got resolved for me when it was occurring on the creation of Order from activated Quote. It was due to missing permissions on the "Actual" entity under Custom Entities. I provided permissions and it worked.
RaviKashyap 55,410 on at

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RE: Insufficient Permission on Reactivating Case

Hi Viswarath,

I just noticed that someone else also posted the similar issue. As suggested above, please contact Microsoft Support to get the confirmation.

community.dynamics.com/.../878553

Hope this helps.
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RaviKashyap 55,410 on at

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RE: Insufficient Permission on Reactivating Case

If you have already validated that it doesn't work for a specific role then check if in that role you have permissions for case entity & activity entity. If this error is coming from the resolve case operation and not from some other workflow/ plugin(which I think its not coming otherwise we would have Business Process Error in the message) the permissions for the case entity & activity entity should work.

Try that.

Hope this helps.
Vishwarath 90 on at

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RE: Insufficient Permission on Reactivating Case

yes it happening for all the records and i am owner of the case record.

And i tried assigning the other security role to the user, its working fine with it but its very hard to compare the both security role.
RaviKashyap 55,410 on at

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RE: Insufficient Permission on Reactivating Case

Hi,

Is it happening on all records or just this one. Are you the owner of this record? If you are not the owner, check the permissions for the owner i.e. you & the owner of the records have edit case permissions or not. I still not get how come you don't have any information in the log file.

Hope this helps.
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a33ik 84,325 Most Valuable Professional on at

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RE: Insufficient Permission on Reactivating Case

Then I'm sorry it's impossible to help you. Open a ticket with Microsoft to resolve your issue.
Vishwarath 90 on at

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RE: Insufficient Permission on Reactivating Case

Nope. Just like this Error_Message_0x80040220.