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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Cases not showing in p...
Service | Customer Service, Contact Center, Fie...
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Cases not showing in portal because of ownership

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Posted on by Wherezwaldo 37

Hi, 

I have created a portal to service our customer the cases are not showing in the portal.

I know why but I don't know how to resolve it.

When the cases are presented to CRM we change the ownership to match that of the they are related to. The list view the portal uses is My Cases.

Because of this the portal does not present the case because they owner is not the portal user I cannot see how I can create a view to show the cases to the users in the portal

Created by is System so can't use that

Owned by is team so can't use that

Can't create a view for where related contact current user

Any thoughts greatly appreciated.

Thanks

I have the same question (0)
  • Community Member Profile Picture
    Community Member on at
    RE: Cases not showing in portal because of ownership

    Hi Wherezwaldo,

    You can refer the following document:

    Manage cases in portals - Power Apps | Microsoft Docs 

  • Wherezwaldo Profile Picture
    Wherezwaldo 37 on at
    RE: Cases not showing in portal because of ownership

    Hi Leah, This document just refers to handling cases in the portal.  My issue is different.

    The case is created in CRM from the portal (I'm OK with that).

    Once in CRM the ownership of the case is changed to the relevant Team/Queue as we have multiple teams. Because the case is no longer owned by the user (User being the one who created the portal case), the view used to populate the portal list of case cannot be used (ie. where owner = Current User). Also the case was not created by the current user. It was created by the System so I cannot use created by = Current User

    How do I present these cases to the portal given the portal just users Dynamics Views?

    Thanks

  • Suggested answer
    Community Member Profile Picture
    Community Member on at
    RE: Cases not showing in portal because of ownership

    Hi Wherezwaldo,

    Each Portal User is one contact record in the CRM, when you create a case in the portal, the current portal user will be populated in the 'Customer' field.

    pastedimage1648000401256v1.png

    One method of showing data on the Portal is by using Entity Lists.  One of the features of Entity Lists is to allow a filter to be configured based on the currently logged in user.

    In the Entity List record, navigate to the “Filter Conditions” section and you can configure the particular Portal User Attribute to use as a filter.

    pastedimage1648000663493v2.png

    Portal User Attribute An optional lookup attribute on the primary table that represents the portal user record, either contact or system user, to which the current user's ID can be applied to filter the data rendered in the list.

    https://docs.microsoft.com/en-us/powerapps/maker/portals/configure/entity-lists#list-attributes-and-relationships 

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