Loading

List views for 'My Cases' and 'My Open Cases' show no Cases when Partner Users are Contacts on the Case but not owners

Publiseringsdato: Oct 13, 2022
Beskrivelse

In some instances, a Partner or Customer User will not see any cases listed in the "My Cases" or "My Open Cases" list view when viewing in Portals or Communities.

 

Løsning
There is different functionality of these List Views depending on the type of user and Portal being used as this is actually working as designed. 

Expected behavior based on User Type:
  1. Customer Community or Portal User within a Customer Portal: If the Contact of the Case matches the Contact of the User and the "Visible in Self-Service Portal" check box is selected, then the Case will display on the "My Cases" and "My Open Cases" list view. 
  2. Partner Portal or Partner Community User within a Partner Portal: If the Owner field matches the User regardless if the Contact field matches the User's contact record, then the Case will display in the "My Cases" and "My Open Cases" list view. The "Visible in Self-Service Portal" field value does affect the Case visibility within Partner Portals and needs to be set to TRUE to show on the list view. 
  3. Customer Community or Portal User within a Community: If the Owner field matches the User regardless if the Contact field matches the User's contact record, then the Case will display in the "My Cases" and "My Open Cases" list view. The "Visible in Self-Service Portal" field value does not affect the Case visibility within Communities. 
  4. Partner Portal or Partner Community User within a Community: If the Owner field matches the User regardless if the Contact field matches the User's contact record, then the Case will display in the "My Cases" and "My Open Cases" list view. The "Visible in Self-Service Portal" field value does not affect the Case visibility within Communities. 
 
If there is a need to expose cases for Partner and Customer users to see Cases where they are the Contacts but not the Case owner:
 
  1. First, create a custom Case formula check box field with the following formula (This field does not need to be present on the page layout, but the user will need to have Read access to the field.):
    IF(AND(NOT(ISBLANK($User.ContactId)),$User.ContactId = ContactId), TRUE, FALSE)
  2. Once created, edit one of the list views in question.
  3. Change the Filter By Owner option to "All Cases".
  4. Add a Field Filter to the List View under "Filter By Additional Fields (Optional)". The filter will be as follows Field:<Custom Checkbox Field>, Operator: Equals,  Value: True.
  5. Change the Visibility if needed to target specific Users or Groups of Users.
  6. Either Save the existing List View or Save As and provide a different Unique Name to create a new List View depending on your business need. 
  7. Once the list views have been updated or created, the users should now see cases where they are the contacts even if they do not own the cases. Please note that this will change the functionality of the view for internal users, so creating a separate List View for internal users would be needed without the field filter based on the custom checkbox  created above.
For more information regarding Community and Portal User Licenses please see the following links:

Partner Portal User Licenses

Customer Portal User Licenses

Service Cloud Portal User Licenses

Communities User Licenses
Knowledge-artikkelnummer

000384275

 
Laster
Salesforce Help | Article