Upon restoring a Case, users no longer have access to the restored case.
Article ID: 100046683
Updated On:
Description
Error Message
N/A
Cause
The removal of users without ALL CASE access, is by design. If an older case is being restored, security concerns are addressed by not restoring old and possibly no longer employees of the company, access to the restored case. If the user has ALL CASE access, they will be granted access to the restored case.
Resolution
Users that do not have ALL CASE access will be removed from access to the case being restored. As of version V9.1.2 and V9.2, the job status log will report the users that are dropped from case access.
Issue/Introduction
Upon restoring a Case, the system doesn't provide information about the users who previously had access to the case.
When trying to login the follow message is shown: Your account is not active or your cases are not available.
User with Custom Role loses access to case or case disabled.
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