We have a customer who manages some of their cases through our portal. When I try to give them rights to change the status on cases nothing happens the box is still grayed out. These are support users who are assisting us with cases for these customers so they need to be able to edit and close cases that they did not create. Is there anyway to give them these rights through the portal?
Hello
The Status field for Cases is disabled and updates the value by the user actions - Open Case, Close Case etc.
- Is there a customization enabled Status dropdown? if Yes, the customization has to be extended to the Customer Portal.
-
In the Customer Portal, if the actions “Reopen”, “Close Case” are disabled then I would fix the user roles & permissions.
Hope this helps!
~ Harish Dussa
Hi Sorry I said the wrong field the field we are looking for users to be able to update it reason (we have a customization that changes the name to status normally but it is turned off here) this is the view that the portal admin account has after I gave it full access rights to the case details screen but I am still unable to edit anything even priority. I am even unable to close the case or add a comment.
Reply
Most helpful members this week
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.