Access is Denied when user tries to close a case

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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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Kyle Howerton 5 on at

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RE: Access is Denied when user tries to close a case

I ran into this issue and noticed there was no final solution provided. I found the issue in our situation was that the users were trying to resolve Cases while they had already put the Case in a Queue. So they were trying to resolve the Case while there was an open Queue Item record. Removing the Queue Item from the Queue allowed them to resolved the Case.

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Schjoermann 20 on at

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RE: Access is Denied when user tries to close a case

Hi Dermot,

Did you get an answer from Microsoft on this one?

We have the exact same issue, and it is only showing up sometimes.

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Community Member on at

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RE: Access is Denied when user tries to close a case

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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LeoAlt 16,331 Moderator on at

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RE: Access is Denied when user tries to close a case

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

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Community Member on at

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RE: Access is Denied when user tries to close a case

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.

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LeoAlt 16,331 Moderator on at

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RE: Access is Denied when user tries to close a case

Hi Dermot,

Go to Settings->Auditing->Audit Summary View

You can see the trace log here.

Best Regards

Leo

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Community Member on at

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RE: Access is Denied when user tries to close a case

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?

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Dynamics365 Rocker 7,755 on at

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RE: Access is Denied when user tries to close a case

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

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LeoAlt 16,331 Moderator on at

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RE: Access is Denied when user tries to close a case

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

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a33ik 84,331 Most Valuable Professional on at

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RE: Access is Denied when user tries to close a case

Hello,

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

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