Account Owners cannot select proper Opportunity or Case Access level when adding Account Team Members.

Last updated 2018-06-09 ·Reference W-2979829 ·Reported By 43 users

Fixed - Summer '18

In orgs that have External Sharing Model enabled, Account Owners may be unable to set the proper values for Opportunity and Case Access level when adding Account Team Members.

User will only see the "Private" option for Opportunity and Case Access Level fields, even though Account Owner should be able to grant access to their Accounts and related records.

This occurs when the Internal Organization Wide Default for Account, Opportunity, and Case set as "Public Read/Write", and the External Organization Wide Default for these objects set to "Private" or "Public Read Only".

Note: This behavior of the Opportunity and Case Access Level fields can also be seen when an Account Owner attempts to manually share an Account (this could be encountered if Account Owner is attempting to share the Account and related records with External users)

0. In an org with External Sharing Model and Account Teams enabled.

1. Set Internal Organization Wide Default for Account, Opportunity, and Case to "Public Read/Write", and Contact Sharing to either "Controlled by Parent" or "Public Read/Write"

2. Set External Organization Wide Default for Account, Opportunity, and Case to "Private". If Internal Contact Default is "Public Read/Write", also set External Organization Wide Default for Contact to "Private".

3. Login as a non-Admin user (example: a User with the standard "Standard User" profile)

4. Open an Account that User owns, and try to add an Account Team Member.

Note that the only option for "Opportunity Access" & "Case Access" is "Private". This is incorrect; Account Owner should be able to grant an Account Team Member "Read Only" or "Read/Write" to related Opportunities and/or Cases.


* If we try to add an Internal User to the Account Team: We get "Error: Must be less restrictive or equal to the organization-wide default." for the Opportunity and Case Access fields << The Opportunity and Case Access fields need to be set to "Read/Write" to not be more restrictive than the Internal Org Wide Default; The Account Owner does not have that option, so Account Owner cannot add an internal user to the Account Team.

* External Users can be added to Account Team without error, but Account Owner cannot grant them access to related Opportunities and Cases.

NOTE; If External defaults are Public Read Only, the same behavior occurs. The "Access" drop downs would show "private" and "read" in this case, but will still not show "Read/Write" which causes the same error when adding internal users as Account Team Members.

1) Have an Admin add the necessary Account Team Members with desired access levels.


2) Consider changing the Internal org wide default for Opportunity (or Case) to something less than "Public Read/Write", which will allow Account Owners to see the correct Access options when adding Account Team Member. If internal users need Read/Write access to all Opportuity/Case records, create a Sharing Rule to give them that access.

Is it Fixed?

AP0 AP3 AP4 AP5 AP6 AP7 AP8 AP9 AP10 AP11 AP12 AP13 AP14 AP15 AP16 AP17 AP18 AP19 AP20 AP21 AP22 AP28 CS1 CS2 CS3 CS4 CS5 CS6 CS7 CS8 CS9 CS10 CS109 CS108 CS107 CS106 CS105 CS102 CS101 CS100 CS115 CS110 CS117 CS114 CS113 CS112 CS111 CS11 CS116 CS12 CS129 CS128 CS125 CS124 CS123 CS137 CS138 CS13 CS133 CS132 CS14 CS148 CS142 CS15 CS152 CS151 CS16 CS17 CS18 CS19 CS20 CS21 CS22 CS23 CS24 CS25 CS26 CS27 CS28 CS29 CS30 CS31 CS32 CS33 CS34 CS35 CS36 CS37 CS40 CS41 CS42 CS43 CS44 CS45 CS47 CS50 CS51 CS52 CS53 CS54 CS57 CS58 CS59 CS60 CS61 CS62 CS63 CS64 CS65 CS66 CS67 CS68 CS69 CS70 CS71 CS72 CS73 CS74 CS75 CS76 CS77 CS78 CS79 CS80 CS81 CS82 CS83 CS84 CS85 CS86 CS87 CS88 CS89 CS90 CS91 CS92 CS93 CS94 CS95 CS96 CS97 CS98 CS99 EU7 EU8 EU10 EU12 EU13 EU14 EU15 EU16 EU17 EU18 EU19 EU25 EU26 EU27 EU28 EU29 EU30 EU31 EU32 NA104 NA107 NA109 NA100 NA101 NA103 NA102 NA105 NA119 NA116 NA110 NA118 NA112 NA111 NA115 NA114 NA113 NA117 NA121 NA124 NA122 NA120 NA126 NA129 NA130 NA134 NA136 NA135 NA132 NA131 NA146 NA142 NA141 NA154 NA155 NA171 NA174 NA196 NA21 NA32 NA37 NA39 NA44 NA45 NA46 NA47 NA49 NA52 NA53 NA54 NA57 NA58 NA59 NA60 NA61 NA62 NA64 NA65 NA66 NA67 NA68 NA69 NA70 NA71 NA72 NA73 NA74 NA75 NA76 NA77 NA79 NA80 NA81 NA82 NA83 NA84 NA85 NA86 NA87 NA88 NA89 NA90 NA91 NA92 NA93 NA94 NA95 NA96 NA97 NA98 NA99 UM1 UM2 UM3 UM4 UM5

Any unreleased services, features, statuses, or dates referenced in this or other public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make their purchase decisions based upon features that are currently available.