Order may not be accessible when OWD are set to 'Controlled by Parent' and record is owned by queue
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Order may not be accessible when OWD are set to 'Controlled by Parent' and record is owned by queue

Sales and Marketing , Sharing

Last updated 2020-07-09 ·Reference W-5908452 ·Reported By 8 users

In Review

Summary
When organization wide defaults (OWD) for the Order object are set to 'Controlled by Parent' with Account object set to 'Private' a User with read/write access to on an Order's related Account is unable to access/edit related Orders in Classic or the Order's related records in Lightning when the Order is owned by a queue the user is not a member of.

In Classic, when users attempt to open the Order they encounter an error:

"Data Not Available

The data you were trying to access could not be found. It may be due to another user deleting the data or a system error. If you know the data is not deleted but cannot access it, please look at our support page.

Error ID: 815825267-309864 (1704195295)"

In Lighting, the same user can view the Order record but they're unable to edit the record or view and access its related records, such as Files.

Repro
Prerequisites:

- Set OWD access for:
Account to 'Private'
Order to 'Controlled by Parent'

https://help.salesforce.com/articleView?id=admin_sharing.htm&type=5

- Edit your Order page layout(s) to remove the required attribute from the Contract field:
https://help.salesforce.com/articleView?id=000003107&type=1

- Create an Order queue
https://help.salesforce.com/articleView?id=setting_up_queues.htm&type=0

- Create a User that's assigned the 'Standard User' profile:


1. Create an Account record and share the record to your Standard User with Read/Write permission:

2. From the Account's Order related list create a new Order and upload a related File and then assign the order to a queue.

3. Login as the Standard User and attempt to open the above Order in either Classic or Lightning.


Actual Results: In Classic users encounter a Data Not Available message with an ISE:

Data Not Available

The data you were trying to access could not be found. It may be due to another user deleting the data or a system error. If you know the data is not deleted but cannot access it, please look at our support page.

Error ID: 815825267-309864 (1704195295)

In Lightning, the user is able to navigate to and view the Order record however, they can't edit it or view any of the related records. Attempting to open the File or view the Activity Timeline results in the generic error, "We couldn't find the record you're trying to access. It may have been deleted by another user, or there may have been a system error. Ask your administrator for help."


Expected Results: Since the user has read/write access to the Order's parent Account record they should also have view/edit access to the Order and its related records in both Classic and Lightning regardless of whether the record is owned by a queue or another user.

Workaround
Add the user as a member of the queue that owns the record or consider transferring the Order record to a User.

Is it Fixed?

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