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Why are users getting an 'Insufficient Privileges' error when creating Cases and using the Active Assignment Rules?

Knowledge Article Number 000004736
Description

When users attempt to log a case, with the "Assign using active assignment rules" box selected, they receive an "Insufficient Privileges" error on clicking Save. However, the User can save a case successfully if they de-select the "Assign using active assignment rules" box.

Resolution

This issue is caused by the following conditions:

1. The active Assignment Rule will send an email notification to the assignee.

AND

2. The User creating the Case does not have access to the Email Template Folder where the template used by the Assignment Rule is stored.

Granting the affected User(s) access to the Email Template Folder will prevent this error.

 

 





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