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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Merge functionality no...
Customer experience | Sales, Customer Insights,...
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Merge functionality not working after Microsoft update

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Posted on by CW-23070428-0 5

Hi All,

We are currently experiencing an issue after a Microsoft update on the weekend whereby users are now unable to Merge Cases.

User are only receiving a generic 'access denied' error with no further details.

Is anyone else experiencing this issue?

Our best guess so far is that a related entity may have had a permissions change made. We have no indication which entity it may be though.

Thanks in advance.

Chris

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  • Suggested answer
    Amit Katariya007 Profile Picture
    Amit Katariya007 10,409 Super User 2025 Season 2 on at
    RE: Merge functionality not working after Microsoft update

    Check out the respective permission of the records....Because only merge permission is not enough for the user.

    www.nexsoftsys.com/.../merge-contacts-accounts-microsoft-d365.html

    markcarrington.dev/.../

    community.dynamics.com/.../345416

    Thank you,

    Amit Katariya

  • Suggested answer
    Peter Chantler Profile Picture
    Peter Chantler 37 on at
    RE: Merge functionality not working after Microsoft update

    Hi Amit & Chris,

    We are also experiencing this issue and have lodged a Microsoft Support Request to get to the bottom of it.

    We have Global permissions on Cases for all permissions, excluding delete.

    The "Fix" provided by Microsoft was to add delete permissions. Merging has worked for years without requiring delete permissions. We are still pushing to have this change reverted.

    When a user owns a record, they can delete it. So our current workaround is to assign both records to the user who wants to merge.

    Cheers,

    Peter

  • Suggested answer
    Yoshika Suzuki Profile Picture
    Yoshika Suzuki on at
    RE: Merge functionality not working after Microsoft update

    This issue has been fixed this week. You should now be able to merge without delete privileges. Please try it!

  • CW-23070428-0 Profile Picture
    CW-23070428-0 5 on at
    RE: Merge functionality not working after Microsoft update

    Thanks Peter.

    We are finding that the read and write (organisation wide) privilege is now required on the Activity and Note entities. Merging without delete is working OK.

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