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Unwanted access to a Case Record in D365 Customer Service

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Posted on by fshaikh

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Hi,

A little background to the issue:

There are two subjects of cases Subject A, and Subject B.

Subject A Cases can only be viewed by Team A
Subject B Cases can only be viewed by Team B

To fulfill the above two points, a power automate flow is inplace. Which assign the owners of the cases based on the subject,

It is working fine but not in one situation. Due to some unknown reason, a case which is of Customer X is visible to a member of Team B, even though it is of subject A and should only be viewed by Team A. And it is only for the case of a specific customer X.

Edit: There were duplicated records for said customer account, and they were owned by BU Unit Team which had everyone in it. But that duplicate account was merged with the actual account and then deactivated. But still somehow the access from that duplicate account has reached to the actual account. And now, even if I change the owner of duplicate account from that BU team to something else, the access is not going away. I have checked in PrincipalObjectAccess table.

And when I check the check access, I see this. Attaching screenshot.

I have tried to do a lot of things, to pin point the issue, but failing to do so.

What could be the reason? I want to stop this from happening.

Thanks

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Leah Ju Microsoft Employee on at

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Hi Partner,

Please refer to the following blog, it explains how each option works:

https://www.inogic.com/blog/2021/02/check-access-to-a-dynamics-365-crm-record-using-check-access-button/

Record was shared with the team(s) that I’m a member of because team has access to related record:

--If the checkbox is checked that means logged in user is having access of related record of the selected record which is shared with the team in which logged in user is present.

--For example: Account and Contact are related to each other and if Account record is shared with the team current logged in user belongs to then on related contact record, this checkbox will be checked.

Check if other entity records related to the current case are shared with the current user's team

I hope you can mark my answer verified if it is helpful! If you have any questions, please feel free to contact me.
Regards,
Leah

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fshaikh 218 on at

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Hi Leah,

Thanks. I have already gone through this link.

But I am just unable to stop this unwanted share.

I have found out another thing which is:

There were duplicated records for said customer account, and they were owned by BU Unit Team which had everyone in it. But that duplicate account was merged with the actual account and then deactivated. But still somehow the access from that duplicate account has reached to the actual account. And now, even if I change the owner of duplicate account from that BU team to something else, the access is not going away. I have checked in PrincipalObjectAccess table.

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Verified answer

Leah Ju Microsoft Employee on at

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Hi Partner,

This is mainly due to the behaviour of the relationship between the account and the case:

https://learn.microsoft.com/en-us/dynamics365/customerengagement/on-premises/developer/entity-relationship-behavior?view=op-9-1

The cascading nature of sharing means that if a parental or configurable cascading relationship exists that is sharing enabled, the child records in those relationships will also be shared with the user or team.

Please refer to the following documentation for more details:

https://learn.microsoft.com/en-us/previous-versions/troubleshoot/dynamics/crm/child-record-is-shared-unexpectedly-when-sharing-is-set-to-cascade-none

I hope you can mark my answer verified if it is helpful! If you have any questions, please feel free to contact me.
Regards,
Leah

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fshaikh 218 on at

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Hi Leah,

According to this documentation, will it be resolved if I change the relationship between Accounts and Cases of Share and Reparent to Cascade None?

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fshaikh 218 on at

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Hi Leah,

Changing the relationship between Accounts and Cases of Share and Reparent to Cascade None did resolve my issue.

Thanks

P.S: I am trying to mark your answer as verified by clicking on "Does this answer your question?" but it is going on infinite loading for some reason.

If you, yourself or any moderator could do it, that would be very beneficial for other people.

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Leah Ju Microsoft Employee on at

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Hi fshaikh,

Don't worry about it.
Having your problem solved is the best response.

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