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Error 'Insufficient Privileges' on Case Record Transfer/Case Owner Change

Date de publication: Mar 26, 2025
Description

When transferring ownership of a Case, certain users might receive an 'Insufficient Privileges' error message. 
Note: The Lightning UI may error the return as "Insufficient access rights on cross-reference id" while the Classic UI presents this as "Insufficient Privileges."

  • This could be caused by not having permissions on the Notification Email Template that is in use.
  • This could be happening because the User is selecting the 'Send notification email' checkbox on the transfer case screen. If this checkbox is selected, an email template is sent to the new owner.
  • If the User changing ownership of the record does not have access to this email template, they will get an error message.
  • When 'notify assignee' is enabled on a workflow field update
  • The template that is sent upon case transfer can be found on the following path:
In Salesforce Classic: Setup | Customize | Cases | Support Settings | Case Assigned Template
In Lightning Experience: Setup | Feature Settings | Service | Support Settings | Case Assigned Template 
 

NOTE: This error message may also appear as "You don't have permission to take that action on this record or related records. For help, contact your Salesforce admin."

Résolution

Verify access to the folders the templates are stored in.
 
  1. Locate the email template under 'Support Settings' and click on it.
  2. Click on the Folder field, this will take you to the folder that the template is stored in.
  3. Click Edit next to the folder name.
  4. Under the sharing settings for the folder, make sure the affected Users are included so that they can access the templates stored in the folder.

Note: Users with the 'Customize Application' permission on their profile can access all email templates regardless of the sharing settings on the templates folder.


See Also:
Cannot change the ownership of a record
Numéro d’article de la base de connaissances

000385736

 
Chargement
Salesforce Help | Article