Even when logged in as 'sa' we are not able to take Service Calls off hold. We can put them on hold but when trying to take them off it says we do not have permission to do so. We get "You are not allowed to remove the On Hold status". I have checked all security settings and setup screen and I cannot find any setting that would alleviate this. Does anyone know where you give someone the ability to remove Holds on Service Calls?
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