Question

MS CRM 3.0 permissions/security roles

Asked by: chouckham

Hello,

I am trying to find out which permission/security role is required to allow a user to "resolve cases".
This is normally found under the "action" menu. - see screen shot.

Also, does anyone know of any sites that have a matrix of permissions for CRM 3.0?


Thanks,
Craig

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Asked On
2009-03-16 at 08:16:04ID24234087
Tags

MS Dynamics

,

CRM

,

Security role

Topic

Microsoft Dynamics

Participating Experts
3
Points
250
Comments
3

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Answers

 

by: akashjPosted on 2009-03-16 at 09:02:44ID: 23899254

This is the one thing that REALLY annoyed me about CRM and permissions
It got to a point we were doing it blindly and just trial/testing permissions

It would be a case of a new role/user, assign whatever (lowest) and gradually increase as and when it errored out !

This doesnt help but at the time, we could not find a clear and easy to understand matrix in regards to this.

I have not used CRM for a few months now but what role has this user got assigned?
I assume you would need to be able to update/modify/append to for it...I  assume this is a ticket in which case you would have to check what rights are given for that user for tickets

Sorry cant help much - been a while since I used it to that level

 

by: Biffster007Posted on 2009-03-16 at 13:30:29ID: 23902064

Hi,

The write permission controls whether the Resolve Case option is displayed on the Actions menu.

Try that and let me know how you get on.

Cheers,
MH

 

by: crm_infoPosted on 2009-03-16 at 16:27:45ID: 23903486

Security Roles are one of the tougher portions of CRM to figure out if you're stuck with just having to guess as to how they work.  If you're making significant changes to Security Roles, I suggest at least purchasing a book if not attending a class on customizing crm.

Here is an attempt I made at providing some instruction on working with Security Roles and Business Units a while back: http://www.experts-exchange.com/Database/Software/CRM/Q_24184254.html

One thing I have found is helpful is to, rather than try to create a Security Role for each person, create roles with very limited scope (i.e. Case Resolver) - then you can assign lots of roles to each user without having to spend a lot of time customizing new roles.

I don't have a copy of CRM 3.0 running currently, but if you're using the default roles (which, I believe are similar to CRM 4.0) then I would imagine that something like the Customer Service Representative role may do the trick (just add this to the user's existing roles - don't remove their old role).  It is also possible that the user may have permission to resolve their own cases, but not cases that they don't own.  Here is a screen shot (out of CRM 4.0) that gives you what you would need to give a user privileges to close any case:

20120131-EE-VQP-002

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