3690491 - Unable To Create a Case from a Telephone Interaction in Agent Desktop – Error: “Access denied. You are not authorized to access notes.”

• When attempting to create a case from a telephone interaction within the Agent Desktop, the system displays the error message:
  “Access denied. You are not authorized to access notes.”
• This occurs when values are entered in the Interaction Log, including the Notes section.

• SAP Sales and Service Cloud Version 2

1. Log in to the system.
2. Navigate to Agent Desktop.
3. Select an Individual Customer (e.g., "1234").
4. Accept
5. Enter all required values in the Interaction Log.
6. Enter the value for Note field in the Interaction Log.
7. Navigate to the Case creation button from within the interaction.
8. The following error message appears:
   “Access denied. You are not authorized to access notes.”

• During case creation from the Agent Desktop, the Sales Organizational Unit assigned to the user does not match the expected organizational unit for case creation.
• Because of this mismatch, the primary note cannot be saved, resulting in the authorization error.

1. Maintain myself in the access restriction for the service "sap.crm.service.caseService", or
2. Ensure that the correct Sales Organizational Unit is determined and assigned by the Service and Support team.

Case, Agent Desktop, Telephone Interaction, Access Denied, Interaction Log, Organizational Unit, Notes, Authorization , KBA , CEC-CRM-AD , Agent desktop - live channels , Problem