Looks like those users are not having access to record/fields. Do you have sharing rules? Or access to fields/record missing.
Try removing owner id from template of that SR and try again.
Added a sharing rule and it worked.
Thank you so much!
Even I came across the same problem.
Here the scenario is, when I am mapping a SR input field let say "Affected User "with the "Client ID" field it gives me an "INSUFFICIENT_ACCESS_ON_CROSS_REFERENCE_ENTITY" error and if I remove the mapping it doesn't.
I think one field of yours is a text and the other a lookup. Result is that the system cannot map the text in an Id field..
The SR input field is a User lookup field and I'm mapping it to Client ID on incident console. The only scenario I'm getting the error is while submitting the Service Request using a Client.
I found out the reason why the error occurred. I have mapped the service request with the client ID field, now what happens is, the service request is submitted by "User A" is requested for "User B" and is assigned to "User C".
In the above scenario, the User A loose the access to the SR record as he is neither the Client nor the Assigned Staff and gets an "INSUFFICIENT_ACCESS_ON_CROSS_REFERENCE_ENTITY"error, while the record is already created.
Now the solution for this are,
- The roles are in place and the user who is submitting on behalf of someone should be higher in the role hierarchy.
- Share the record via Apex Sharing.
Please let me know your views on the above solution.