As a System Administrator you will be often confronted with error messages that can send you down a variety of troubleshooting paths. Often times you get presented with message that implies it could be a security role issue. However, the information is sometimes so limited as shown in the message below that a user was presented with when opening an Account record.
Step #1 is to do a quick test to either confirm or reject whether you need to go down the security role path or not.
The following is a methodology for the first step determination. I have used it successfully over the years.
Initial System Setup
- Copy the System Administrator Security Role and name it CRM Admin – No Delete.
- Edit the new security role to remove the delete privilege for all entities and functions from all tabs.
- This role is now ready to be used for security role testing by temporarily assigning it to a user that appears to be having a security related issue.
Security issue testing process
- Initiate a screen share with the User.
- Have them log out of CRM from both the browser and close Outlook.
- From your desktop open up their User record in CRM.
- Add the CRM Admin – No Delete role to their current roles.
- Have them log into CRM either from the browser or launch Outlook and navigate to CRM.
- Ask them to do the steps that will duplicate the issue they were having to produce the error message. They should do nothing else in the CRM system.
- If the error doesn’t appear it is a security role/rights issue.
- If the error still appears then it isn’t a security role issue.
- Have them log off of CRM from the browser and/or close Outlook.
- Remove the CRM Admin – No Delete from their User record.
- Have them log back into CRM.
- Close out the Screen Share.
- Start your research on the solution may be to the security role root cause or other cause if not security.
- Do not skip over step 10!
- This presumes that they error they are getting is not related to their need/attempt to delete a record. Which is something that users shouldn’t be allowed to do anyway.