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
Do you try this actions with the same portal user, or different ones?
do you have different web roles per each user ? is your entity permission set to all web roles ?
The same user can open case and he can select product on the portal, sometimes the product not display on the portal edit page
I am used the same web role for all user and my entity have all web roles
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.
Dear Shaminderpal Singh
The user not use "Entitlement" field on the portal, so that it's not help to me
You can remove entitlement field from crm case form and set the above site setting to true. It will work as you expect.
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