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Unable to resolve or assign emails in 'My Unresolved Items'

Julkaisupäivä: May 19, 2023
Kuvaus
Users may see the message "You need additional permissions to assign emails to other records. Contact your administrator" when assigning email in their unresolved items to records.
Ratkaisu


Ensure that the affected Users have appropriate permissions required to add and assign emails


1. 'Add Email' is checked in their currently assigned Outlook Configuration.
 
To check in Lightning Experience and Salesforce Classic:

a. Go to the Outlook Configuration.
In the Lightning Experience: Gear icon | Setup | Email | Outlook Configurations
In Salesforce Classic: Setup | Desktop Administration | Outlook Configurations

Alternatively, you may also enter Outlook Configurations in the Quick Find box from Setup.

b. Choose an Outlook Configuration.
c. Check if the "Add Email" checkbox has been selected under the Email Settings section.
 
 

2. Email to Salesforce settings are configured properly.
 
To check in Lightning Experience and Salesforce Classic:

a. Go to Email to Salesforce
In Lightning Experience: Gear icon | Setup | Email | Email to Salesforce
In Salesforce Classic: Setup | Email Administration | Email to Salesforce

Alternatively, you may also enter Email to Salesforce in the Quick Find box from Setup.

b. Make sure that the "Active" checkbox is ticked in the Email to Salesforce settings.
 

3. 'Edit Tasks' permission is on their assigned profile.
 
To check in Lightning Experience and Salesforce Classic:

a. Go to Profiles
In the Lightning Experience: Gear icon | Setup | Users | Profiles
In Salesforce Classic: Setup | Manage Users | Profiles

Alternatively, you may also enter Enter Profiles in the Quick Find box from Setup.
 
b. Choose the profile of the affected User.
c. Check if the "Edit Tasks" permission is enabled.
 

4. Task object's field level security for the 'Name' and 'Related To' fields is visible for the affected User's assigned profile.

In Salesforce Classic

a. Go to Setup | Customize | Activities | Task fields. Alternatively, enter Task Fields on the Quick Find from Setup.
b. Click on the Name field.
c. Click on the Set Field-Level Security button.
d. Check if the Visible checkbox is selected next to the profile name.
e. Do the same steps (b-d) above to check on the "Related To" field.

In Lightning Experience

a. Click on gear icon | Setup.
b. Click on Object Manager.
c. Click on Task object.
d. Click on the Fields & Relationships section on the left side panel.
e. Click on the Name field.
f. Click on the Set Field-Level Security button.
g. Check if the Visible checkbox is selected next to the profile name.
h. Do the same steps (b-g) above to check on the "Related To" field.


Note: If an expected record is not returned in the Contact lookup search dialog, check the record to see whether it has an associated Account record. If not, the Contact would be considered private and, as per the conditions outlined in Unable to see some contacts, this may be expected behavior.

 
Knowledge-artikkelin numero

000385710

 
Ladataan
Salesforce Help | Article