What extra privileges are required for a Merge Case action?

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Posted on by Community Member

I've assigned the "Merge" privilege to a user - in order to give access to merge cases belonging to their business unit.

But after clicking Merge Cases and then subsequently hitting Merge. I get an error message stating that the user doesn't have permissions to access the cases.

I have the merge privilege checked but it seems there are extra privileges required from that error message.

Question:

Which extra privileges are required to merge cases?

Error Screenshot:

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User's Security Role: Registration User

Business Management privileges -

Service Management privileges -

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Service privileges- (I've given Parent-Chile level access to the case entity here which still doesn't fix the issue)
0412.3.PNG

Business Management privileges

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Jason M. Cosman 5,234 Moderator on at

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Hello Bvarley;

I hope your day is going well. It sounds like you have a semi-complex security environment. Would it be possible to post the user's security role just for the Case? In order to merge you'd have to have write access to other's cases as well.

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Community Member on at

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Hi Jason,

I've just added Parent-Child level access to the Service tab's Case entity, but I still get the same error.
More detail has been added to my question above on the specific security role setup.

Any additional ideas as to what the missing privilege and or access level could be?

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Community Member on at

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Hi,

The solution for this is to allow append privilege on the "mailbox tracking" permission.

Adding this along with the "merge" and "case" privileges will allow merging of multiple cases using the Merge Case button in CRM.

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Community Member on at

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Hi bvarley,

I gave below access:

1. Case - Parent-child business unit ( on all privileges )

2. Merge - Organization

3. Mailbox auto tracking folder - Organization ( on all privileges )

But , still it is giving me the error.

Please suggest.

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Community Member on at

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Hi Bvarley,

If you still facing merge case issue provide below access and check, it is working for me.

Under core Records:

Sync Error Entity provide user level access to read, write, append , append to and Share

Under Service

Case Entity Provide User level access for all.

It will work for merge case.

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chakkay 594 on at

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After following all your suggestions it worked for me.

Wonderful Posts. Thanks a lot guys.

Keep Rockingzzzz

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Žarko Radevic 4 on at

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It seems that you have to have access on lookups as well (related entities). In my case we are having trouble to merge cases where there are some notes. Logically, users do not have permission to edit notes of other users, but CRM requires edit permission to move these notes to the merged case. I am not sure if this should be like this, I will create a support ticket. Sure, I could give access to notes and it would work, but it is not the right solution.

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