Users of a Business Unit Cannot See Their Records

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Hello Team,

To ensure User Privacy and fairness, each sales team member was assigned a business unit that is related to the region they worked in so that they could only see the prospects and sales figures for their region and only those records under their care.

This was working great forever.

We had to make some enhancements which required providing Read-Only access to the new entities for each security role related to the Sales team. A very simple task.

Now for some reason the sales team member can no longer see their own records when there are in their assigned business units, but if I place them in a different business unit, they can see the records under their care as well as the records of other regions (which we avoided by using different Business Units at the beginning).

What can I do so that the User can go back to viewing their own records under their own Business Unit?

I would really appreciate any assistance!

Thanks in advanced,

Jose V.

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Nya 29,060 on at

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Hi Jose V.

A record of an entity can be made only visible to users of the business unit of the owner of the record. There can only be one owner of a record. Therefore, a record can belong only to one business unit. This is managed by access levels in the security role.

Here are some solutions:

You could try to share the records. Please refer to: Use record-based security to control access to records (Developer Guide for Dynamics 365 Customer Engagement) | Microsoft Docs

A Team can be created and made as the owner of the records. Please refer to: Use access teams and owner teams to collaborate and share information (Developer Guide for Dynamics 365 Customer Engagement (on-premises)) | Microsoft Docs

Set an access team for the records, which can also be referred to in the above documentation, and use Hierarchy security to control the access. Please refer to:How hierarchical security can be used to control access to entities (Developer Guide for Dynamics 365 Customer Engagement) | Microsoft Docs

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AriaConsulting 2 on at

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Jose,

I think Nya's #2 and #3 in combination is your best solution. The #1 option (RLS) has a tendency to turn pretty nightmarish pretty fast.

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Community Member on at

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Thank you very much Nya & Lorne. I will try these suggestions and get back to you with my findings!

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AriaConsulting 2 on at

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Please do. It's helpful for everyone to know the results. Thanks!

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Community Member on at

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Hello Lorne, and Naya,

I'm sorry it took this long to get back to you but my encountered several production issues at once that required reprioritization of current assignments.

The good news is after researching suggestion #2, we discovered that there once was a manual process that was responsible for the assignment of record ownership. That process was replaced by an integration job that is failing to assign or change record ownership with 100% accuracy. This is preventing the team member from being able to see those records assigned them in their respective teams.

We are now looking at how to correct this integration job or return to a manual process until we are able to develop reliable automated process.

Thank you guys for pointing me in the right direction!!!!

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