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On the portal I can't see the product on the Edit case screen

Microsoft Dynamics CRM Forum

Customer service-Edit case asked a question on 6 Dec 2018 3:52 AM

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I face this problem with some users, the user open case on the portal and select the product and press submit, some time the user success to open case and he can see the product on the edit case, and some time the product not display on the edit case screen on the portal

Any advise for this case

Thanks

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Ira B responded on 3 Jan 2019 2:35 AM
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Do you try this actions with the same portal user, or different ones?

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Oliver Rodrigues responded on 3 Jan 2019 3:39 AM
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do you have different web roles per each user ? is your entity permission set to all web roles ?

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Customer service-Edit case responded on 3 Jan 2019 3:44 AM

The same user can open case and he can select product on the portal, sometimes the product not display on the portal edit page

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Customer service-Edit case responded on 3 Jan 2019 3:46 AM

I am used the same web role for all user and my entity have all web roles

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Shaminderpal Singh responded on 3 Jan 2019 4:41 AM
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Hi,

The display of Entitlement and Product field on case edit form is controlled by site setting "CustomerSupport/CaseEntitlementEnabled". Make this site setting true to show those fields. There is a js on oob edit case form which checks the site setting and make these fields visible.

The reason some users can see  it is as this logic runs in js so the fields would be visible for few seconds after on load and when script finishes they will be hidden.

-Shaminder

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Customer service-Edit case responded on 3 Jan 2019 6:48 AM

Dear Shaminderpal Singh

The user not use "Entitlement" field on the portal, so that it's not help to me

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Shaminderpal Singh responded on 3 Jan 2019 7:18 AM
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You can remove entitlement field from crm case form and set the above site setting to true. It will work as you expect.

-Shaminder

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Oliver Rodrigues responded on 3 Jan 2019 3:39 AM
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Suggested Answer

do you have different web roles per each user ? is your entity permission set to all web roles ?

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Shaminderpal Singh responded on 3 Jan 2019 7:18 AM
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Suggested Answer

You can remove entitlement field from crm case form and set the above site setting to true. It will work as you expect.

-Shaminder

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