Microsoft Dynamics CRM: "Access is Denied" Error When Creating Email Item

Issue

The following error may occur when Riva Cloud or Riva On-Premise attempts to SmartConvert an email item from GroupWise to Microsoft Dynamics CRM (Dynamics CRM).

Possible Causes and Resolutions

Security Role Permissions

Possible cause. Access denied errors are normally triggered when the security role permissions for the user prevent Riva from creating, editing, or deleting an item in the CRM. For more information, see Microsoft Dynamics CRM security role permissions explained.

Resolution. Ensure that the target user is assigned to the Administrator Role and has full permissions configured.

Email Access Configuration

Possible cause. One or more of the Email Access Configuration settings for the user may cause the access denied error. For example, the Email access type - Incoming setting might be set to E-mail Router.

Resolution. In the above example, changing the setting to None would enable Riva to properly convert the email item to the CRM.

To change the E-mail access type - Incoming setting

1. Log in to Dynamics CRM as an administrator.

2. On the menu bar, select Go To > Settings > Administration.
   

3. Select Users. From the list of users, select the target user to modify.

4. In the User window's left pane, select Information.

5. In the General tab, look for the third heading, E-mail Access Configuration.

6. On the E-mail access type - Incoming drop-down list, select None.
   
   

7. On the window's top menu, select Save and Close.

Applies to

• Riva Cloud and Riva On-Premise for GroupWise and Dynamics CRM.
• Riva Cloud and Riva On-Premise for Exchange and Dynamics CRM.