Customer Service Hub - D365 V9 - Users without delete permissions still able to delete activities in timeline

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Posted on by ekmpdx

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Our agents are not allowed to delete or assign activity, so in my evaluation of v9 I tried logging in as an agent, hoping that I would not see the Delete and Assign buttons in timeline activities, and instead see Close Activity as an actual button rather than being hidden under the ellipsis (which would be my preference in all instances). Unfortunately, not only do the Delete and Assign buttons still appear, they still function. Even though their security role has no delete or assign privileges, they can still delete activity from the timeline. This behavior is unacceptable. Is there some other setting or configuration that I am missing?

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Customer Service

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ekmpdx 235 on at

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RE: Customer Service Hub - D365 V9 - Users without delete permissions still able to delete activities in timeline

Gah. Turns out there was a security role added to the default business unit team during some testing in a previous release that I was unaware of. This is where the activity permission was coming from. Mystery solved.
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RE: Customer Service Hub - D365 V9 - Users without delete permissions still able to delete activities in timeline

Hi,

What is the privilege for the Case entity?

BR,

Judy
ekmpdx 235 on at

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RE: Customer Service Hub - D365 V9 - Users without delete permissions still able to delete activities in timeline

I am specifically talking about the Delete and Assign buttons in activities in the Timeline control.

Here's the agent permissions for activity:

Here's the Agent's view of the Timeline section of a case:

Those buttons aren't just visible, they're functional. No permission errors thrown. Right now my test agent can delete or assign these emails, despite their security role.
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RE: Customer Service Hub - D365 V9 - Users without delete permissions still able to delete activities in timeline

Hi,

I have test in my lab environment, I give one user the "Salesperson" security role, and I edit the privilege as below.

Then the user login to Customer Service Hub, he couldn't see the "Delete" and "Assign" button.

Please kindly check the security role that you have given to your agents or share the security role screenshot here, we will try to find the cause together.

Hope it helps.

BR,

Judy