Assignee does not have permission to view cases in Salesforce

In this Salesforce tutorial, we will understand how to solve the issue where Assignee does not have permission to view cases in Salesforce.

Recently, I was trying to create a Case Assignment Rule in Salesforce. Now, while defining the user for the rule, when I use the same user who created the Case Assignment Rule, it works and the user is assigned.

However, when I assigned another condition for the same rule but changed the user this time, I got this error- Assignee does not have permission to view cases in Salesforce.

Case Assignment Rules fail to set the Owner in Salesforce
Case Assignment Rules fail to set the Owner in Salesforce

So, this Salesforce tutorial will focus on how to solve this error. Now, let us first understand the reasons why this error may occur.

Assignee does not have permission to view cases in Salesforce – Reasons

In Salesforce, the “Assignee does not have permission to view cases in Salesforce” error usually occurs when the user or the profile does not have proper permission to access the object.

However, in this case, the user or the profile does not have permission related to the case object in Salesforce. Still, there are some more reasons why this issue may arise. These reasons are listed below.

Reason-1: The first and most common reason behind this error is when the user or the user profile does not have access permission for the case object in Salesforce.

Reason-2: If the user has access permission and is still not able to assign it, in that case, we need to check the user sharing settings. In this case, the user does not have proper sharing settings related to the case object.

Recommended tutorial: How to Create a Case in Salesforce

Assignee does not have permission to view cases in Salesforce – Solutions

Now that we understood how to what are the main reasons behind this error in Salesforce. Let us discuss how to resolve these issues using the following solutions:

Solution-1: Check the User and Profile permissions in Salesforce

In this section, we will cover the steps to check if the user profile has proper permission related to the Case object in both Salesforce Classic and Salesforce Lightning.

Check the User and Profile permissions in Salesforce Lightning

Step-1: First, log in to your Salesforce Lightning account and open the Home Setup page. For this, click on the gear icon (⚙️) and then click on the Setup option.

Step-2: On the Home Setup page, use the Quick Find search box and search for Users and select the Users option given under the Users section.

Users option in Salesforce Lightning
Users option in Salesforce Lightning

Step-3: Once we click on the Users option, it will open an All Users page which consists of a list of all the users. From this list, select the required user and click on it to open it.

Selecting required user in Salesforce Lightning
Selecting required user in Salesforce Lightning

In the above example, we selected the Adam Jones user in Salesforce Lightning.

Step-4: Next, look for the Profile option on the user details page and click on the User Profile. For example, in our case, the Profile is System Administrator. So, we will click on the System Administrator option next to Profile.

Profile option in User detail page in Salesforce
Profile option in User detail page in Salesforce

Step-5: Once we click on the Profile, it will open the Profile detail page. On this page, scroll down to the Standard Object Permissions section. And under this, check that the particular profile has all the permissions related to the Case object.

Case profile permission in Salesforce Lightning
Case profile permission in Salesforce Lightning

Step-6: However, if the user profile does not have the required Case permissions, we can either edit the user profile and assign permissions or we can edit the User Details page and change the user profile which will have Case permissions.

Check the User and Profile permissions in Salesforce Classic

1: First, log in to our Salesforce Classic account and open the Home page. For the Home page, click on the Setup option to open the Setup page.

2: From the Setup page, look for the Quick Find search box and use it to search for the Users option given under Administer > Manage Users section.

3: Next, on the All Users page, select the required user and click on it to open it.

Selecting required user in Salesforce Classic
Selecting required user in Salesforce Classic

4: Next, look for the Profile option on the user details page and click on the User Profile. For example, in our case, the Profile is System Administrator. So, we will click on the System Administrator option next to Profile.

Profile option in User detail page in Salesforce
Profile option in User detail page in Salesforce

5: Now for Salesforce Classic also, we need to perform the same steps. On the Profile detail page, scroll down to the Standard Object Permissions section. And check if that profile has all the permissions related to the Case object.

If the Profile does not have the required Case permissions then assign the permissions and Save the page.

Read: Merge case button not showing in Salesforce

Solution-2: Check the Case Record Sharing Settings in Salesforce

In this section, we will cover the steps to check if the user has the relevant Case Record access in Salesforce Classic and Salesforce Lightning.

Check the Case Record Sharing Settings in Salesforce Lightning

  • From the Home Setup page, use the Quick Find search box and search and open the Users option.
Users option in Salesforce Lightning
Users option in Salesforce Lightning
  • Next from the list of users, select the required user and click on it to open it.
Selecting required user in Salesforce Lightning
Selecting required user in Salesforce Lightning

In the above example, we selected the Adam Jones user in Salesforce Lightning.

  • Next, from the User Detail page, check the Role of the user. For example, in our case, the Role of Adam Jones is Channel Sales Team.
Role option in User detail page in Salesforce
Role option in User detail page in Salesforce
  • Now, move back to the Home Setup page in Salesforce Lightning and this time click on the App Launcher icon. Then search and open the Cases object in Salesforce Lightning.
Cases option in Salesforce Lightning
Cases option in Salesforce Lightning
  • Once we click on the Cases object, it will open the list containing records for the Case object. Next, click on the required record in Salesforce Lightning.
  • On the record details page, click on the drop-down icon (⬇️) given in the top right corner and then click on the Sharing option.
Sharing option in Salesforce Lightning Record Page
Sharing option in Salesforce Lightning Record Page
  • Once we click on the Sharing option, it will open a Sharing window where first click on the user icon (👤) and change it to Role. And then in the text box search for the specific role that we have seen on the User details page. In our case, the Role is Channel Sales Team.
  • After this, under Case Access, select the Read/Edit option and click on the Save button.
Assignee does not have permission to view cases in Salesforce
Sharing the Case record with the required User Role in Salesforce Lightning

So, with this, we have successfully modify the Case Record Sharing Settings in Salesforce Lightning.

Check the Case Record Sharing Settings in Salesforce Classic

1: Log in to our Salesforce Classic account and open the Home Setup page by clicking on the Setup option.

2: On the Setup page, use the Quick Find search box to search for the Users option given under Administer > Manage Users section.

Users option in Salesforce Classic
Users option in Salesforce Classic

3: Next, on the All Users page, select the required user and click on it to open it.

4: Next, from the User Detail page, check the Role of the user. For example, in our case, the Role of Adam Jones is Channel Sales Team.

Role option in User detail page in Salesforce
Role option in User detail page in Salesforce

5: Now from the navigation bar click on the plus (+) icon and then select the Cases option from the next page.

6: Once we click on the Cases object, it will open the list containing records for the Case object. From the list, select the required record in Salesforce Classic.

7: On the record page, click on the Detials tab and then from the buttons section, click on the Sharing button.

Sharing option for Cases object in Salesforce Classic
Sharing option for Cases object in Salesforce Classic

8: After clicking on the Sharing button, it will open a Sharing Details page. On this page, click on the Add button. And under Sharing Information section, select Role instaed of Public Groups.

9: Next, from the list of available roles, select the Role and click on the right-arrow (➡️) icon to move that role from Avaiable section to Shared With section.

10: After this, under Case Access, select the Read/Edit option and click on the Save button.

Case Record Sharing Settings in Salesforce Classic
Case Record Sharing Settings in Salesforce Classic

So, with this, we have successfully modify the Case Record Sharing Settings in Salesforce Classic.

Read: Quick Actions missing from Case in Salesforce Lightning

Conclusion

So, in this Salesforce tutorial, we understood how the solve the “Assignee does not have permission to view cases in Salesforce” error. Moreover, here we discussed 2 different solutions for this issue in Salesforce for both Classic and Lightning Edition.

Moreover, these are the set of soutions that we covered.

  • How to set Users and Profile permissions in Salesforce
  • How to set Case Record Sharing Settings in Salesforce

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