Partner Contact unable to access cases in Portal

Joseph Navarro1
Tera Contributor

‎10-31-2023 02:24 PM

Hello, we are currently having a recent issue where Partner Contacts are unable to view cases where they are assigned as the "partner contact". Previously, they had used the "contact" field, but it seems something changed in SN that prevents this.

How do we make it so Partner Contacts can view the correct cases?

Thanks!

Joseph

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Amarjeet Pal
Kilo Sage
Kilo Sage

‎11-01-2023 04:15 AM

Hello @Joseph Navarro1 ,

Specifically, you should check that the following conditions are met:

1. The Partner Contact's user record has the necessary roles assigned to it (e.g. `sn_customerservice.partners`).
2. The Partner Contact has been granted read access on the relevant table(s) (e.g. `sn_customerservice_case`) via an Access Control List (ACL) rule.
3. The Partner Contact's user record has been associated with their partner organization using a reference field on the user table (e.g. `partner_company`).

If all of these conditions have been met and the Partner Contact is still unable to view cases where they are assigned as the "partner contact", you may also need to check for any customizations or scripts that could be interfering with this behavior.

Thanks

Amarjeet Pal

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