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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Access is Denied when ...
Microsoft Dynamics CRM (Archived)

Access is Denied when user tries to close a case

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Posted on by Community Member

Hi everyone, a user is trying to close out a case and cannot. He is getting the following error:

"Access is Denied - You do not have enough privileges to access the Microsoft Dynamics 365 object or perform the requested operation"

His business unit, team and security roles are the same as another user who can close out cases. I matched his security roles with the other user and still no luck.

Up until 2 weeks ago he was able to close out cases no problems but this error has been appearing since then. Nothing was changed regarding security roles, case ownership etc so its unusual that it has just popped up. I dont want to go down the road of sharing cases with this one user as that will be harder to manage.

The version of CRM is Version 1710 (9.0.2.2081) online.

Any help would be greatly appreciated.

Thanks

Dermot

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I have the same question (0)
  • LeoAlt Profile Picture
    LeoAlt 16,331 Moderator on at

    Hi Dermot,

    Please confirm that who is the owner of the case the user wanted to close.

    If he wanted to close his own case, he should have read and write permissions to case.

    If he wanted to close other's case, he should have the permissions of administrator.

    Here is a similar issue.

    community.dynamics.com/.../279888

    Hope it helps

    Best Regards

    Leo

  • Community Member Profile Picture
    Community Member on at

    Thanks for your reply Leo,

    Read/Write permissions are set ok on Customer Service Representative role. The other user has the same role so thats not the issue I'm thinking. As mentioned in the link you provided I will get him to sign out of CRM and back in again to see if that might help.

    As far as I understand it, the cases are created through a custom web front end and everything has been working correctly up until now. Its only for that one user that access has been denied. All other users are able to close out cases owned by anyone else on the team. Everyone is on the same team and business unit.

  • a33ik Profile Picture
    a33ik 84,331 Most Valuable Professional on at

    Hello,

    Do you have detailed log? It can explain what's wrong with your privileges.

  • LeoAlt Profile Picture
    LeoAlt 16,331 Moderator on at

    Hi Dermot,

    Can you download the logfile when the issue happens again?

    You can determine the missing privilege after Accessrights  under Message section in your logfile.

    Just like this.

    <Message>SecLib::AccessCheckEx failed. Returned hr = -2147187962, ..., AccessRights: DeleteAccess </Message>


    Hope it helps
    Best Regards
    Leo

  • Suggested answer
    Dynamics365 Rocker Profile Picture
    Dynamics365 Rocker 7,755 on at

    Please make sure user has organization level privileges on case entity.

  • Community Member Profile Picture
    Community Member on at

    Downloading the log file from the error message does not give any further information. Just the same error as on the pop-up: "Access is Denied - You do not have enough privileges to access the Microsoft Dynamics 365 object or perform the requested operation"

    I have turned on auditing for the case entity. Where would I see the trace log?

  • LeoAlt Profile Picture
    LeoAlt 16,331 Moderator on at

    Hi Dermot,

    Go to Settings->Auditing->Audit Summary View

    You can see the trace log here.

    WeChat-Screenshot_5F00_20180928165859.png

    Best Regards

    Leo

  • Community Member Profile Picture
    Community Member on at

    Unfortunately the log is only detailing that the user accessed CRM through web services. No error is logged from when he tried to close the case.

    Is there another(more detailed) log somewhere else. Searching online is only giving me details regarding the on-premises installation of CRM.

  • LeoAlt Profile Picture
    LeoAlt 16,331 Moderator on at

    Hi Dermot,

    If you want to trace the log of Dynamics Online, please raise a ticket to Microsoft with your Organization Url and the time when the issue happened.

    Hope it helps.

    Best Regards

    Leo

  • Community Member Profile Picture
    Community Member on at

    I have logged a support call with Microsoft. Thanks for suggesting that, hopefully they can shed some light on the issue.

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