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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Restricting who users ...
Customer experience | Sales, Customer Insights,...
Suggested answer

Restricting who users can email

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Posted on by TedW 460

Hi,

I'm just wondering how and if it is possible to restrict who some of our Users can email.

We have 2 separate apps, one for Sales and one for our Technical Support team. Our Sales team should be able to email any Contacts within our system and that is currently the case, but our Tech Support team can also email anyone in our System too. To limit data breaches, I would like to restrict our Tech Support team to be only able to email Contacts who have a specific status in their Contact record, e.g. their Contact Type is 'Student' or 'Staff'.  

I am not sure how or where to add the restriction. Is it a case of who is the owner of the Contact, i.e Tech Support can only email Contacts owned by Tech Support, or is there a way to restrict it within the email entity, or could we apply the restirction within the Business Unit or Team?

Thanks as always.

Ted

  • LuHao Profile Picture
    LuHao 40,872 on at
    RE: Restricting who users can email

    Hi Ted,

    The difficulty of restricting email creation through real-time workflow is that there is no way to detect whether the contact’s Owner is a Technical Support Team member.

    I think the only way to do this without coding is to make the Owner of Contacts to be Technical Support team, not the user of Technical Support team.

    pastedimage1615454318126v1.png

    Do you accept this solution?

  • Suggested answer
    Mahendar Pal Profile Picture
    Mahendar Pal 45,095 on at
    RE: Restricting who users can email

    Hi,

    Surely plugin can help you to control this and throw error if condition is not fulfilled.

  • TedW Profile Picture
    TedW 460 on at
    RE: Restricting who users can email

    HI Mahen,

    I have already restricted Contacts using filtered in the indexed search and that appears to be working ok, they can only search for Contacts who have a particular status or email address.

    So just to confirm, you think thic sould only be done using development?

    Many Thanks

  • LuHao Profile Picture
    LuHao 40,872 on at
    RE: Restricting who users can email

    Hi Ted,

    I have tried several OOTB methods, but none of them can achieve this requirement perfectly.

    At first I tried to create a field for the User entity to indicate whether it belongs to Technical Support Team, but power automate cannot be triggered on teammembership, so this path does not work.

    Anyway, you have to write a plugin.

  • Suggested answer
    Mahendar Pal Profile Picture
    Mahendar Pal 45,095 on at
    RE: Restricting who users can email

    Hi,

    You can restrict record access using BU, but if you only want to restrict email functionality, possible option could be implement this using development restrict user to select only contact which have that specific status from the To lookup, or plugin for this validation.

  • TedW Profile Picture
    TedW 460 on at
    RE: Restricting who users can email

    Hi Hao,

    Yes there is already a team called Technical Support. That is already set up and configured with the correct Users.

    Thanks a lot

    Ted

  • LuHao Profile Picture
    LuHao 40,872 on at
    RE: Restricting who users can email

    Hi Ted,

    In the workflow, we need to add a condition to determine whether the Owner is Technical Support.

    So we need to understand how to add a user to the Technical Support Team in your environment. Is there an owner team named Technical Support?

    pastedimage1615305301237v1.png

  • TedW Profile Picture
    TedW 460 on at
    RE: Restricting who users can email

    Hi Hao,

    Yes, I am looking to bulk change a number of Contacts so that their owner is then Technical Support. Currently most of the Contacts are owned by Sales. I know how to change the owner.

    How would I then go about creating the workflow? I know how to create a workflow but not sure on what steps or logic would be applied to it.

    Thanks

  • LuHao Profile Picture
    LuHao 40,872 on at
    RE: Restricting who users can email

    Hi Ted,

    Yes, we can use a real-time workflow to restrict Technical Support team to send email only to specific contacts.

    But we meed to figure out how to distinguish whether a user belongs to Technical Support team.

    Is a team lookup field on the user or other field? Or just add users to a owner team?

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