How to Stop Users from Resolving Other Users Cases?

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Posted on by JonesEA_2018

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Hello,

We just recently started using Cases and have discovered that User B can "steal" a case User A has picked and make it their own. User B can also resolve a case User A has worked on.

What do I need to turn off/turn on to stop that?

Thanks!

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Case Management

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RaviKashyap 55,410 Moderator on at

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RE: How to Stop Users from Resolving Other Users Cases?

Hi,

If you want the users should work on their own cases then you can control this with Security Role i.e. change the permissions on the security role assigned to users and make it user level.

crmbook.powerobjects.com/.../security-roles

www.youtube.com/watch

Hope this helps.

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LeoAlt 16,331 Moderator on at

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RE: How to Stop Users from Resolving Other Users Cases?

Hi Joneds,

You could achieve your requirement by setting security roles.

You should set the permissions only User level for Write of Case entity.

Hope it helps.

Best Regards

Leo

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Dynamics365 Rocker 7,755 on at

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RE: How to Stop Users from Resolving Other Users Cases?

You have to amend your security roles that are assigned to users.

Please make sure that security role has user level write privilege.

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JonesEA_2018 250 on at

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RE: How to Stop Users from Resolving Other Users Cases?

It does help. Thanks!

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