Unable to resolve Case in D365 V 9

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Posted on by Kruth826

Many of my D365 users that works with cases are no longer able to resolve as of yesterday. They are getting Access Denied error code. There was no update or changes made to anyone's security roles. I checked the security role that includes Cases and they have Org setting across the screen. I also set up one user with the same as her supervisor but that did not work, so I gave her system admin which that did work. When I reverted her back it did not allow her to resolve the case again and showed the same error. I did investigated more and found the end user is not able to resolve their own cases. What other steps can I take to resolve this? Thanks!

Exception Message: Access Is Denied

ErrorCode: -2147187962
HexErrorCode: 0x80048306
Error Details: You do not have enough privileges to access the Microsoft Dynamics 365 object or perform the requested operation. For more information, contact your Microsoft Dynamics 365 administrator.

Activity Id: 367b2e14-80ba-4109-8c4a-263dbb457799

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Robert.Currie@usnr.com 57 on at

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We are experiencing the same issue for our CRM instance as well. I opened a ticket with Microsoft yesterday and am waiting for them to reply back. From what I can tell we have all the correct licensing in place and checked the permissions and have the same settings as yours above. When going to PowerApps to modify the Case table it's showing that outdated licenses are needed to access that entity.

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Bipin D365 28,983 Moderator on at

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Hi,

Check if you have any plugin/workflow running under the context of the user who does not have correct security role assigned.

Please mark my answer verified if this is helpful!

Regards,

Bipin Kumar

Follow my Blog: xrmdynamicscrm.wordpress.com/

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Robert.Currie@usnr.com 57 on at

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I had opened a ticket with Microsoft for this issue and their suggestion was to apply the Append permission to the Queue entity. So far that seems to resolved the issue for us.

I am still wondering why all of a sudden we need to apply that permission as I'm certain we've not changed our permissions in months.

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Kruth826 15 on at

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Hi Robert,

The SR's were updated with the Queue Append permission and my end users are also able to resolve cases now. We have not touched the SR permissions in 3 years so I too am curious as to why all of a sudden Queue Append permission needed to be added.

Thank you for sharing your findings!

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Robert.Currie@usnr.com 57 on at

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I've asked the question twice and not gotten an answer. Seems a bit too coincidental to me to not be on their end when others are having the same exact issue at the same time.

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Kruth826 15 on at

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My MSFT partner told me there was an update in Wave 2 that added/change the relationship between queues and cases which is now why we have to add queue permissions to the security roles even if you do not use the queues entity. I was going to see if I can find the information about it.

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