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CRM 2013 - Let users change records not owned by them

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Hello,

We just upgraded to CRM 2013 from 2011, and while we love it, we are having a very serious problem. In 2011, a Customer Service representative (CSR) could open any Lead, regardless of if they owned it or not, and then make and save changes. After the upgrade, we aren't sure if some setting somewhere defaulted to what its not supposed to be, but nobody can edit, save, or qualify a Lead unless they are the owner of it. This poses a very serious issue and renders us unable to use our CRM deployment.

Can any of you please suggest how I can correct this problem. The faster I get a response the less likely it is that my Customer Service department will batter down the doors and beat me to death...

John

Friday, February 14, 2014 5:46 PM

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Hi,

Your permissions are in the user level, hence user could only assign, write, delete,... the records which owned by himself. Try to increase the permission levels for the required entities to business unit or organization level.
Iranian Dynamics CRM Association | انجمن متخصصان ایرانی
- Proposed as answer by Payman BiukaghazadehEditor Friday, February 14, 2014 5:58 PM
- Unproposed as answer by Payman BiukaghazadehEditor Tuesday, March 11, 2014 2:00 PM
Friday, February 14, 2014 5:57 PM

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I wish it were that easy. They were/are already set to full green (organization).

Friday, February 14, 2014 6:40 PM
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Could you please test these two scenarios:

1- Give the users the full (System admin) role, to see if it happens again.

2- Create another security role similar to the CSR role to see if it is an issue related to the built-in roles.
Iranian Dynamics CRM Association | انجمن متخصصان ایرانی

Friday, February 14, 2014 8:18 PM

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With full system admin, the issue does not occur, however, with any other permission, with all bubbles, including the bottom, set to full green, the issue still happens.

Tuesday, February 18, 2014 2:38 PM