Is there a way we can only restrict cases on the portal level

[KhushbooJenifer]

We need to implement a mechanism to control case visibility and updates at the portal level rather than the platform level. Currently, a Business Rule (BR) restricts users from viewing certain cases based on their permissions. However, there is a need to allow restricted users to update cases via email, even if they cannot view them on the portal.

Current Issue: When a restricted user attempts to update a case via email, the system processes the email with the appropriate watermark but prevents the case update due to the existing BR restrictions.

[Sandeep Rajput]

@KhushbooJenifer You can use the inbound email flows to update your cases and run the flow as a system user to update the ticket. This way the BR restriction won't apply as the system user will have all the permissions.

Hope this helps.

[KhushbooJenifer]

Hi @Sandeep Rajput , Can you elaborate a bit on how to utilize inbound email flows for this scenario?