View or modify a case from the customer portal

View or modify the information in a selected customer service case.

Before you begin

Role required: sn_customerservice.customer, sn_customerservice.customer_admin, sn_customerservice.partner, sn_customerservice.partner_admin

About this task

Depending on the role of the current user, the Case list displays:
  • Cases created by the current user (sn_customerservice.customer)
  • Cases related to the current user's account (sn_customerservice.customer_admin)
  • Cases related to the current user's account as well as partner accounts (sn_customerservice.partner, sn_customerservice.partner_admin)

Procedure

  1. Click Cases in the portal header.
    The case list includes:
    • A composite field with the case number and short description.
    • The product associated with the case.
    • The case priority and current state.
    • The date and time that the case was last updated.
  2. Click the desired case number to open the Case form.
  3. Make any necessary changes to the Short description or Additional comments fields.
    All other fields on the form are read-only.
  4. Click Update.