Error on assigning a case to other team

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Posted on by Manoj Sijwali

The requirement: There are two different teams in same business unit, Team A and B, with each team having user level read and write access and organisation level append/appendTo/Assign permissions for Case entity. Each team can see only their own cases. However each team should be able to assign their owned cases to other team if they need be.

The problem: When Team A assign any of their cases to Team B, they get a permission error "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."

When I give 'business unit' level 'read' permission on case entity to team's security role, then the error disappears and the assignment works as expected. However, the problem then is that both teams can see each others cases because of the business unit level read permission.

To full proof my findings, I created a copy the system administrator role and assigned to both teams except that I changed the read permissions on case to "user level". And I still got the same permission error on assignment.

How can we meet this requirement of two teams being able to see only their own cases however still has the option of assigning their owned case to other teams?

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Arpit Shrivastava 7,518 User Group Leader on at

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Hi Manoj,

Your requirement contradicting the concept of CRM Security Model. There is no sense giving Assign Access to Organisation Level. if the Teams have User Level of Access to Read and Write the records. You will not able to Assign the records despite Team is having Organisation level of Assign Access, because they can;t Read/Write anyone else records that's why this error is expected.

Solution- If both the Team wants to work on each other records. Can't you Share the records instead of Assigning. By Sharing the records, any Team can increase the Access Level of other Team even they don't have access to that records.

For example, if a user does not have the privilege to read accounts, that user is unable to read any account, regardless of the access rights another user might grant to a specific account through sharing.

If found useful, please mark the answer as verified.

Cheers
Arpit
https://arpitmscrmhunt.blogspot.com

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Manoj Sijwali 65 on at

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Hi Arpit, thanks for your reply.

Org level assign permission is not required agreed. I mentioned it to rule out any permission level issue. Ideally I would say that a team would have user level read/write/assign permissions. A team should be able to assign their own cases to other team if the case is not relevant to their team. In this scenario, team A who is assigning the record to other team doesnot need the case visibility anymore. Hence assign would be preffered approach than sharing.

What are your thoughts? Thanks

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RaviKashyap 55,410 Moderator on at

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Hi Manoj,

Does your user have any security role assigned? If not, can you assign the same security role to user as the team and check if it works?

PS: Good to see you mate :)

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Manoj Sijwali 65 on at

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Hi Ravi,

Thanks for your message.

To rule out any permission issues, I copied from OOB system administrator role and created a new role called "System Admin CRM". The only change I did in this new role is to change the read permission on Case entity from organisation to user level. Everything else remains the same (i.e org level permissions on everything else). I then assigned this role to User A and also to my Team A and Team B.

Now when this user A (belonging to Team A) opens a case which he owns and clicks on the Assign button to assign it to Team B, CRM throws the permission error.

If I change the read permissions on case entity from user level to business level or higher, the assign operation works perfectly.

My question is when User A has the organisation level assign permission on case entity, why is CRM expecting him to have business level read permission for assign operation to work.

We can't give BU level read permissions on case to a user or his team.

I have raised a support ticket with Microsoft. They are yet to come back on this.

PS: Good to see you too Ravi :)

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Janki Prasad Mali 10 on at

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Hi Manoj,

This issue might be due to Read access which user have. User have read access to their records(Case). When you try to assign it to different team it actually get transferred to another user but as you do not have read access to view any another user/team record you get the Access error.

And also when you give BU level read access then it disappears as now team 1 and team 2 are in same BU.

Try to transfer records from any view there you will not get access error.

Hope this helps.

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