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            Customize the View Cases Page

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            Customize the View Cases Page

            You can enable and customize the View Cases Page from the Self-Service Portal Pages related list.

            Required Editions

            View supported editions
            User Permissions Needed
            To modify Self-Service pages:

            Manage Self-Service Portal

            AND

            Customize Application
            Note
            Note Starting with Spring ’12, the Self-Service portal isn’t available for new Salesforce orgs. Existing orgs continue to have access to the Self-Service portal.

            The View Cases Page allows users to view their open and closed cases, related solutions, completed activities, comments, and (optionally) to add comments to their cases.

            1. Click Edit on the View Cases Page line.
            2. Select the Show View Cases Page box to allow users to view their open and closed cases.
            3. Select Add Comments to Cases to allow users to add comments to their cases. When a user adds a comment, an email is automatically sent to the case owner.
            4. Select Add Attachments to Cases to allow users to upload files to their cases. When a user adds an attachment, an email is automatically sent to the case owner.
              When editing the page layout for the View Cases Page, add the Case Attachments related list to allow Self-Service users to view the files they've added to their cases. Be aware that this related list also shows any files that support reps have added to the case.
            5. Check Show Message to display a message on this page.
            6. If you enabled the message, enter your message in the text box, using the formatting toolbar to format the size, color, or font.
              Optionally, check Show HTML to view your page message in HTML code. You can’t save any JavaScript as part of your custom code, and can only use certain HTML elements and attributes.
            7. Optionally, insert any merge fields for data that you want to replace dynamically.
            8. Click Save.
            9. To change the fields and related lists that display on the page, click the Page Layout link.
              Add the Case Activities related list to allow Self-Service users to view public, completed activities related to their cases. You also need to set field-level security to visible for the Visible in Self-Service Portal checkbox on activity page layouts so support reps will be able to display or hide completed activities in the Self-Service portal by clicking Make Public or Make Private in the case's Activity History related list.
            10. Click Save at any time to finish.
            11. To see how your View Cases Page will look, click Preview on the View Cases Page line. If you have customized the Self-Service style sheet, the preview shows your custom styles.
            Tip
            Tip To hide specific cases from users in the portal, you can deselect the Visible in Self-Service Portal checkbox on the case.
            Note
            Note View Cases pages list cases in descending order via the Case Number field. Portal users cannot change this order; nor can they sort case columns in the Self-Service portal.

            See Also

             
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