How to Hide Cases Form and only give access to a GI

​@yasalimadihahewage72 

You can create a separate Access Role and Grant only access to the specific GI you want to give.

Hi ​@yasalimadihahewage72 You can configure a Customer Access restriction group so the user can only view their own cases. Just add the user and the customer to the group. 

​@ricoybanez,

If I only grant the access to the specific GI and revoke access from the form cases (CR306000) when i click on one case in the custom GI i would get redirected to the home page.

any workaround for that?

​@jhouser,

We tried to work on restriction groups, and we faced a bottleneck when cases are created without a business account in current scenario for customer contacts not registered in the contacts form. that’s why we are looking for a method to hide the cases form. 

Thank you ​@ricoybanez ​@jhouser for your kind support and attention to this. appreciate if you could kindly check and let me know any workarounds for the above mentioned.

​@yasalimadihahewage72 There is an option to require a business account on all cases. New contacts would need to be linked to a customer for a case to be created. Thoughts?

​@jhouser Definitely a good idea. but in our context we’re still streamlining the contacts of customers. so almost all the cases we receive are created without business accounts and afterwards only the contacts are created. so its tricky to only get cases linked to customers at this stage

​@yasalimadihahewage72 

Can you provide screenshot of the GI and the Access Role that you created.

Hi ​@yasalimadihahewage72 

Is your purpose is to authorize GI Case for customers to only see their Case information. If so, you create a new GI Case like CR3060PL (using the Copy/Paste feature). With this method, you do not need to grant permissions to limit other features. Just give this GI permission to your customer user

On this new GI:
 

1/. NAVIGATION tab: Clear all as shown below

2/. ENTRY POINT tab: Clear all options as shown below

3/. RESULTS GRID:
+ Navigate To column => Clear all as shown below
+ Active column: Uncheck information that you do not want to display

4/. CONDITIONS tab: Create conditions to limit information that you do not want to display. For example, only display a certain customer's Case

5/. The result of GI is as follows:

Best Regards,

NNT

​@jhouser , I tried the method suggested by you and it works!! for the internal users i can create a different GI to view the existing cases and for the external users i can create GIs only to view their cases.

Thank you so much for your support in getting my issue resolved! really appreciate your time and effort invested to this!!! 

​@ricoybanez, thank you for your support in getting my issue resolved. Really appreciate it!

​@nhatnghetinh, I tried the method suggested by you and with that i was able to give access to the GI however, since we remove the navigations, the external will only be able to view the GI. However, the requirement of the company was to give access to view the case along with activities, and other tabs in the cases screen. 

Thus, Thank you so much for your support in attending my issue! really appreciate it.

​@yasalimadihahewage72 Glad to hear that, you're welcome! For the internal users, you can use the primary GI. You may need to specify a workspace and access rights to make it visible, since unlinking it from entry screen probably made it disappear. 

​@jhouser ohh right! I missed that one! thank you so much!!!