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Contact can no longer see case history when logging into portal.

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Posted on by JMAtoms

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I have a single contact that when he logs into the customer portal he no longer sees his case history.

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JMAtoms 125 on at

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This user also cannot submit any cases.

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Hi JMAtoms,

You need check web roles that assigned to the contact, and check case table permission of these web roles.

Web roles

After a contact has been configured to use the portal, it must be given one or more web roles to perform any special actions or access any protected content on the portal.

Create web roles for portals - Power Apps | Microsoft Docs

Go Contact > Related > Web Roles to check it, If there are no records displayed, you need to go Web Roles to find the web role that Authenticated Users Role is true.

*By enabling the Authenticated Users Role, any user once they sign in will have this role automatically assigned to them. Because the option – Authenticated Users Role is set to Yes, there is no need to even explicitly assign this role to the portal contact. It automatically becomes the default role for all users who have signed in the portal.

Table permission

You add table permissions to web roles so you can define roles in your organization that correspond logically to the privileges and concepts of record ownership and access.

Set up security in portals with table permissions - Power Apps | Microsoft Docs

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JMAtoms 125 on at

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Hi Leah thanks for the response. When we first setup the CRM and sent out invitation links we never setup web roles for the users. Here is an example for a test user:

Here this user is logged into the portal:

As of right now, no users have web roles assigned to them but only this one user has an issue submitting cases and viewing case history. I've assigned the role to the user and asked them to try again. I'm awaiting feedback from them. However I'm confused as to how this happened to only a single user.

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JMAtoms 125 on at

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User indicates there is still a problem viewing and submitting cases even after assigning the web role to the user directly.

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JMAtoms 125 on at

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Hi Leah, i think I mis-read some of your replies. The Authenticated Users role is enabled and as mentioned in your reply:

"there is no need to even explicitly assign this role to the portal contact. It automatically becomes the default role for all users who have signed in the portal."

This is what we have setup throughout our system. No users have the roles explicitly assigned. However this one user of 2000 cannot see case history, or submit cases. This is related to only one user.

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JMAtoms 125 on at

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Any additional help??

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Hi JMAtoms,

Based on screenshot. current view for the user is 'Active Cases', Did he switch to another view (e.g. All cases) to check it?

And Can the case records related to this user be queried in the CRM system?

Also, "This user also cannot submit any cases. " Is there an error message?

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