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D365 App for Outlook troubleshooting

  • 1.  D365 App for Outlook troubleshooting

    TOP CONTRIBUTOR
    Posted Nov 05, 2019 11:34 AM
    A few weeks ago I asked a few users to start testing out the tracking app. During one of our training calls one of my users was receiving the following errors and I don't know if its something in her settings that I can adjust or what?
    - She doesn't have the Knowledge article option (whereas I do)
    - She was trying to untrack and remove 1 email from a thread and kept receiving a "you do not have permissions to access these records" error message.
    We were trying to test out a few different scenarios to see what it would do in Outlook.
    Does anyone have any idea why the above is giving her a hard time? She has the basic salesperson and CRM user security roles. Our company is set up where everyone has "organization" roles mostly, vs user security roles.

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    Heather L
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  • 2.  RE: D365 App for Outlook troubleshooting

    TOP CONTRIBUTOR
    Posted Nov 05, 2019 12:54 PM
    Permissions for Knowledge Article and Knowledge Article Views are in the "Customer Service Representative" security role.

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    Andy Arndt
    Minitab, Inc.
    State College PA
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    Original Message


  • 3.  RE: D365 App for Outlook troubleshooting

    TOP CONTRIBUTOR
    Posted Nov 05, 2019 01:01 PM
    I think to untrack an email she will need to have delete permission on Activity. The Activity entity is on the "Core Records" tab of security roles. I forgot to mention, if you don't want to add her in to the Customer Service Representative role, you could grant permissions to Knowledge Article and Knowledge Article Views (found on the Service tab of security roles) in another role.

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    Andy Arndt
    Minitab, Inc.
    State College PA
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    Original Message


  • 4.  RE: D365 App for Outlook troubleshooting

    TOP CONTRIBUTOR
    Posted Nov 05, 2019 01:48 PM
    oh my goodness! thank you so much! I figured it was a security roll issue, but I had no idea how to fix it!
    We don't give anyone delete rights- so that might be an issue if I don't allow delete on activity. I guess on the activity it wouldn't be so bad to allow delete. I can try it. thanks!!

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    Heather L
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    Original Message


  • 5.  RE: D365 App for Outlook troubleshooting

    SILVER CONTRIBUTOR
    Posted Nov 06, 2019 07:15 AM

    Take care when removing delete rights on activity.  Activities synch to outlook, but if you are using an auto-archiver for your outlook environment you will be in for a surprise when those tasks get archived it appears to Dynamics that they were deleted, and Dynamics will then promptly delete the activity from the system – open or not.  It took us quite awhile to determine why our users activities starting disappearing at about 6 months – and in our case hundreds of our sales users are measured on their activities.

     

     

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    Original Message


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