View or modify a case from the Customer Service Portal

View or modify the information in a selected customer service case.

Before you begin

Role required: sn_customerservice.customer, sn_customerservice.customer_admin, sn_customerservice.partner, sn_customerservice.partner_admin

About this task

Depending on the role of the current user, the Case list displays:

• Cases created by the current user (sn_customerservice.customer)
• Cases related to the current user's account (sn_customerservice.customer_admin)
• Cases related to the current user's account as well as partner accounts (sn_customerservice.partner, sn_customerservice.partner_admin)

Procedure

1. Click Case > All Cases in the portal header.
   Cases are ordered in the list with the most recently updated at the top.
2. Click the desired case number to open the Case form.
3. Make any necessary changes to the Additional comments field.
   All other fields on the form are read-only.
4. Click Update.