Access Issue for Case Officer/MARA AGent in Lead Records

[bibinthomas]

Hi Team,

I have a scenario in the Leads module where an assigned user can add a Case Officer name to a lead record. The Case Officer also has a normal CRM login, and the requirement is that when the Case Officer logs in, they should be able to view all lead records where they are assigned as the Case Officer.

To achieve this, I created a BasePlus entity and established relationships between the Lead entity and the CRM User entity to link the Case Officer field with the corresponding CRM user. I also created the necessary roles and teams, and granted “Own” view access.

However, when logging in as the Case Officer, the user is still unable to see any lead records where their name is assigned as the Case Officer.

Could someone please help me identify what might be missing or misconfigured?

[heint]

Greetings,bibinthomas,

Please, share some screenshots to understand the built logic better. Especially screenshots of Lead/BasePlus entity where the Case Officeris assigned and roles access for the user.

[bibinthomas]

Attached

[heint]

The system will consider "own" types of records only for users who were added to the "Assigned User" or "Collaborator" default field.

You can add multiple Assigned Users to the record by using https://docs.espocrm.com/administrat...ssigned-users/ feature.
Collaborators will also see "own" records using https://docs.espocrm.com/administrat...#collaborators feature.

In your case, I would recommend activating one of these features and adding your agents to one of these fields. Using the custom Assigned User field requires careful configuration and may not be that stable compared to the default one.

[bibinthomas]

I'm using CRM version of 8.2.

[victor]

Upgrade to v9.0 or later, as this functionality was introduced in v9.0.

[heint]

hmm, I guess the only way here is to upgrade your system to one of the newest versions by following the steps from the documentation link:

https://docs.espocrm.com/administration/upgrading/

Also, it's recommended to make a backup for the system before proceeding to upgrade.

[bibinthomas]

I have done the upgrading process now the version is 9.1.9. So kindly provide further steps to achieve my goal. ie,In Lead module where an assigned user can add a Case Officer name to a lead record. The Case Officer also has a normal CRM login, and the requirement is that when the Case Officer logs in, they should be able to view all lead records where they are assigned as the Case Officer.

[victor]

You were provided with a links to the documentation earlier: https://forum.espocrm.com/forum/gene...099#post122099.

It is up to you to decide which functionality to use: "Collaborators" or "Assigned Users" instead of the custom "Case Officer".
Alternatively, you can rename the Label in the "Assigned Users" or "Collaborators" fields to "Case Officers".
In any case, without studying the documentation and understanding what "Assigned Users" or "Collaborators" are used for - you will not be able to correctly implement this functionality in your instance.