Case responsible does not have automatic access to case emails.

Hi, guys!

I'm currently facing the following problem:

Whenever I try to access case messages, sent by the client and through the responsbile user, all messages sent via email never show up. Not even automatic emails. All of them can be seen by the Supervisor user.

Meanwhile, all messages sent via self-service portal appear to be fine and available.

I have tried the following solutions:

- Changing the object permissions

• - Changing the operation permissions to allow the responsibles to read the object
• - Manually setting the permission of the record as a mean to provide access to the responsible

The last one was the only one that provided me with the expected result (case emails showing up), so that makes me inclined to think that it is a permission-related behaviour.

The objects of which I have changed permissions to try and solve the problem were the Case and Activity (as it is storing the emails) ones.

I've tried to investigate the business process that detect the emails sent to see if they had any relation to the permission attribution, but nothing related was explicit there.

Below, follows the expected result and the current state of an example case:

This is the expected result, as seen when accessing the case through the Supervisor user.

This is the current state, as seen when accesing the case through the Responsible user (notice that the email of which I have changed the permissions manually through the Activity object is the only one that appears, on the top).

Have you guys ever faced and/or solved this issue? If so, could you please help me mitigate it?

I'll be eager to add more details to this post, if needed.

Thank you in advance!