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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Created incident not s...
Customer experience | Sales, Customer Insights,...
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Created incident not saved in the CRM if the owner is set to another team

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Posted on by Jerome P1 198

hi,

we just find a problem:

if an agent is creating an incident and directly assign it to another team (before creating the incident)

and this agent is not member of this targeted team, Dynamics said the record has been created, no error, but the incident is not created at all in the database!!!

if the incident is created and saved first, and after assigned to another team this is fine.

the problem is only if during the creation of the incident, before saving, the team is selected that the problem occurs.

for now I'll change the security to allows the users to create an incident for anybody in the company, but the behavior is strange.

I don't know if the problem impacts other type of records in the database.

any idea?

  • Jerome P1 Profile Picture
    Jerome P1 198 on at
    RE: Created incident not saved in the CRM if the owner is set to another team

    they have the rights.

    if they save first and assign to another team after, no problem.

    but assigning before saving causes the issue.

    what is the real problem:

    we lost incidents because the front-line agents were sure to have created the incident, while the system did not save it at all.

    I extend their rights to full access to the case table, for now I have not heard any new problem, but it's not good at all.

    PS: I know, I tried to explain to the managers that routing rules are here to assign to the right people, but for now these automations are out of their head.

    and, by the way, I have some issues with the routing rules I'm testing, and which are not executed properly...

  • Suggested answer
    Yoshika Suzuki Profile Picture
    Yoshika Suzuki on at
    RE: Created incident not saved in the CRM if the owner is set to another team

    Does your team have the right security roles configured?

  • Jerome P1 Profile Picture
    Jerome P1 198 on at
    RE: Created incident not saved in the CRM if the owner is set to another team

    no

    a standard user suffer the issue

    and try to link the case to another team in the company.

  • Suggested answer
    Abdul Wahab Profile Picture
    Abdul Wahab 12,070 Super User 2024 Season 1 on at
    RE: Created incident not saved in the CRM if the owner is set to another team

    Hi Jerome P1,

    Is the issue happening to the user who is associated with System Administrator role?

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