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I'm trying to remove the ability for users to resolve cases. We only want management to have these permissions.
It used to be that no one could resolve cases, and once I gave permissions for queues, we were able to do so.
Now when I remove queue permissions, users can still resolve cases. I have also tried changing case permissions, removed subject and SLA permissions but still to no avail.
Any ideas?
Hi PippaH
If you want to keep the solution OOB you can look at using a Synchronous/real-time workflow.
Have the workflow trigger after status change and set your 1st check condition for any status = Canceled or resolved.
The 2nd check depends on the security hierarchy.
If your managers live in a higher business unit, then set the check for the modified by users BU to not equal the Manager BU.
However, if they are all in the same BU, you may have to look at creating a hidden boolean field on the users and set all the managers option to yes. Then use this field as your second check that if it equals no on the modified by user.
After, your WF will need to have a stop workflow step below the check condition with a status of canceled. Then within the properties of the stop, you can add a status message explaining why they can't resolve the case.
Finally, you add a conditional branch with a stop workflow step as succeeded.
What this workflow will do is if the check condition is not met, It will allow the case to be resolved, however, if the check condition is met then it will prevent the status change and provide an error message essentially preventing case resolution based on the second check condition. Here is a screenshot of a similar requirement I had a while back.
I hope the helps!
Please mark as an answer if this resolved your issue.
Hi partner,
You could also try to use Ribbonwork bench to hide this button based on your security roles.
There are two thoughts.
1. Get the current user security roles first on the form, and then create a display rule of "Resolve" button in ribbon work bench.
Here is the sample code about how to get current roles.
function GeteRole (executionContext) {
var roleNameList=[];
var formContext = executionContext.getFormContext();
var currentUserRoleIds = Xrm.Utility.getGlobalContext().userSettings.securityRoles;
for (i=0; i<currentUserRoleIds.length; i++) {
var currentRoleUniqueId = currentUserRoleIds[i];
Xrm.WebApi.retrieveRecord("roles",currentRoleUniqueId,"?$select=name").then(
function success(result) {
var roleName = result.name;
roleNameList.push(roleName);
},
function error (error) {
Xrm.Navigation.openAlertDialog({ text: error.message });
}
);}
return roleNameList;
}
Here are some videos about how to add custom display rules.
2.Control the display rule of button based on one permission in security roles.
ribbonworkbench.uservoice.com/.../76681-hide-a-standard-out-of-the-box-button-based-on-a
community.dynamics.com/.../618588
Hope it helps.
Best Regards,
Leo
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