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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / On the portal I can...
Microsoft Dynamics CRM (Archived)

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

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Posted on by Community Member

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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I have the same question (0)
  • Irena Benja Profile Picture
    Irena Benja 414 on at

    Do you try this actions with the same portal user, or different ones?

  • Suggested answer
    oliver.rodrigues Profile Picture
    oliver.rodrigues 4,052 on at

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

  • Community Member Profile Picture
    Community Member on at

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

  • Community Member Profile Picture
    Community Member on at

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

  • Shaminderpal Singh Profile Picture
    Shaminderpal Singh 1,565 on at

    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

  • Community Member Profile Picture
    Community Member on at

    Dear Shaminderpal Singh

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

  • Suggested answer
    Shaminderpal Singh Profile Picture
    Shaminderpal Singh 1,565 on at

    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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