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Salesforce Case Visibility in Self-Service Portals (Customer Portal, Partner Portal)

Publiseringsdato: Jul 5, 2026
Beskrivelse

This issue impacts customer case visibility in Customer Portal or Partner Portal (any self service portal for that instance). Following implications can be noticed:


1. Case is not searchable in the portal.
2. Case does not appear in the 'My Cases' list view for the portal user even if the portal user is the case owner.
3. Case is not searchable in the reports run by the portal user.

Cases are only visible in a Salesforce Self-Service portal when the global org setting 'New Cases Visible in Portal' is enabled at the time the case is created. Cases created before this setting was enabled will not automatically become visible in the portal.

Løsning

From the Classic interface, please follow the following steps if a case is not visible or searchable in the portals:


Step 1 – Enable the global org setting
Go to: Setup | Customize | Self-Service | Self-Service Portal | Settings
In the "Enable Login to Self-Service Portal" section, click Self-Service Setup.
In the "Self-Service Portal Default Settings" section, verify that the "New Cases Visible in Portal" checkbox is checked.

Step 2 – Test with a new case
Create a test case record and assign a portal user as the case owner. Log in to the portal as that user and confirm whether the case appears in 'My Cases'.

Step 3 – Update existing cases
The "New Cases Visible in Portal" setting only applies to cases created after it is enabled. For existing cases that should be visible in the portal, update the IsVisibleInSelfService field to true using Data Loader.

Step 4 – Check record sharing
If cases are still not visible after verifying all of the above, confirm with the internal Salesforce admin that the case record is shared with the affected portal user.


 
Knowledge-artikkelnummer

000387831

 
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Salesforce Help | Article