User is unable to complete tasks on a case

Customer Engagement Functional
1

Good morning

I’m using dynamics 365 CRM. A user is having the following issue. He cannot complete a task (or activity) while her colleagues in same business with the same roles are not encountering this issue. I don’t know the cause of this issue and how to resolve it. Can you help me. When he open a page, they are tasks to be completed before move to the next step.

2

Even with identical roles:

  • If the task is owned by someone else
  • Or the user lacks write/append privileges on that specific record
    They may be able to open it, but cannot complete it

What to check

  • Open the task record
  • Look at:
  • Owner
  • Business unit- Check security role privileges:
  • Activity → Write
  • Activity → Append / Append To

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3

Thank for your reply and suggestions. The user has the same privileges with her colleagues in the same business unit. These privileges are encapsulated into roles and the user and her colleagues have the same roles which give them the ability to complete tasks. No user is the owner of activity.

4

Hi @Arsene_Sabas

This sounds like a permissions thing. Even if the user has the same job role as their friends, something is stopping them from finishing tasks.

First, check: Does the user have the right role? Go to Admin, find the user, and make sure their role is the same as their colleagues.

Second, check the role itself. Open the role and look at “Task” or “Activity”. It should say “Write”, not “Read-only”. If it’s read-only, they can’t complete anything.

Also check: Does this user own the task? Or is it owned by someone else? Sometimes you need special permission to complete someone else’s task.

If all that looks okay, there might be a workflow or something else blocking them. That happens sometimes.

Start by checking the role and permissions. That fixes it most of the time.

5

Hi Hardik_Gupta

Thank you very much for taking time to reply to me.

I checked all of this. The user has the same roles as her colleagues. Her colleagues are able to complete the tasks on case. We thought that it is his profile, thus TS rebuilt his profile but this did not resolve the issue. When I gave him a system admin role, he was able to complete the tasks. He tested the same scenario (with the same roles as in Production) in the training environment and he was able to complete the tasks. He is a new user.

6

Hi,

Thanks for the additional details. The fact that the user can complete the task with the System Admin role and can also do so in the training environment suggests it’s probably not a profile issue.

I’d compare the user’s Production setup against a colleague who can complete the task, especially:

  • Team memberships
  • Business Unit assignment
  • Field Security Profiles
  • Any custom workflows, plugins, or Business Process Flow logic

Since the issue is only occurring in Production and the user is new, there may be a missing permission or access path that’s not obvious from the assigned security roles alone. Have you checked whether the user belongs to the same teams as their colleagues?

7

Hi,

I checked all of this. There no Field Security Profile on the Task entity. Yes the user belongs to the same team/business unit,

Thank you very much for your help. Much appreciated.