How Do Resolution Cases and Transcripts Permissions Work?
This article explains how permissions control access to Resolution Cases and Transcripts, including what each permission allows, required licenses, and what users can or cannot access when permissions are disabled.
Why This Matters
Understanding these permissions helps you correctly set up permission sets during implementation and quickly troubleshoot access issues for your team—especially when users report missing tabs or disabled features.
Table of Contents
Resolution Cases Permissions
Resolution Cases
Controls whether users can view and manage tax resolution cases.
What This Permission Allows
View tax resolution cases
Manage resolution cases for assigned clients
Create and send:
Resolution case letters
Resolution case client requests directly to clients
License Requirements
This permission only applies to users with one of the following licenses:
Tax Resolution
Workflow
When This Permission Is Turned Off
The Resolution Cases tab is removed from the client record
The Resolution Cases list is not available
The Templates option may still appear, but the page will not load
Transcripts Permissions
Transcripts
Controls whether users can view and manage IRS transcripts for clients they have access to.
What This Permission Allows
View client transcripts
Manage transcripts within Canopy
License Requirements
This permission only applies to users with one of the following licenses:
Tax Resolution
Transcripts & Notices
Other Permissions Affected
Turning this permission off automatically disables all other Transcript-related permissions
When This Permission Is Turned Off
The Transcripts tab is removed from the client record
Files > Transcripts is not available
Settings > Integrations > IRS sign-in button is disabled
Pull Transcripts Permission
Pull Transcripts
Controls whether users can pull new transcripts from the IRS.
What This Permission Allows
Pull transcripts for clients the user has access to
When This Permission Is Turned Off
The Transcripts tab remains available on the client record
Files > Transcripts remains visible, but the IRS sign-in button is removed
Settings > Integrations > IRS sign-in button is disabled
What Users Can Still Do
View transcripts that were previously pulled
What Users Cannot Do
Pull new transcripts
View scheduled transcript pulls
Note
Transcript visibility may appear inconsistent when this permission is disabled, depending on the user’s other access settings.
Summary
Resolution Cases and Transcripts permissions control access to critical tax resolution and IRS transcript functionality. License requirements and permission dependencies play a key role in what users can see and do, so verifying both is essential when setting up roles or troubleshooting access issues.
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